103-PP01 - Customers are more involved in production People...

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© 2011, Educational Institute Chapter 1 Service Makes the Difference Hospitality Today: An Introduction Seventh Edition (103TXT or 103CIN)
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© 2011, Educational Institute 2 Competencies for Service Makes the Difference 1. Define “service” and summarize how service businesses differ from manufacturing businesses. 2. Explain the importance of strategic planning, describe the strategic planning process, and summarize planning challenges in capacity- constrained businesses. 3. Describe the basic components of a strategic service vision for service companies, summarize keys to delivering good service, and describe Disney’s four basic service priorities.
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© 2011, Educational Institute 3 For Service Businesses: The nature of the product is different
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Unformatted text preview: Customers are more involved in production People are part of the product It's harder to maintain quality control standards Services can't be inventoried The time factor is more important Distribution channels are different Service Businesses vs. Manufacturing Businesses 2011, Educational Institute 4 Perform a SWOT analysis Formulate strategies Implement strategies Monitor and evaluate results The Strategic Planning Process 2011, Educational Institute 5 Don't forget who you are Encourage every employee to act like a manager Handle moments of truth correctly Hire good people and keep them happy Respond in a timely manner Keys to Delivering Good Service...
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103-PP01 - Customers are more involved in production People...

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