Professional Documents
Culture Documents
Group Members:
Ronald Fernandes 12 Sumaiya Sakhani 25 Urmi Sampat 26 Sonia Verma 31 Aakash Wig 32
Contents
Service management. Vision. Mission. Distinguish. Strategy. Case lets. Service Leadership concepts.
Overview
Service Management: is
monitoring and optimizing a service to ensure that it meets the critical outcomes the customer values and stakeholders want to provide.
Vision: A description of
something that is an organization, a corporate culture, a business, a technology or any activity
Other Companies:
Mission
Definition
Hunger and Wheeler:Mission is the purpose or reason for the organizations existence.
Courtyard Marriott:
To provide economy and quality minded travelers with a premier, moderate priced lodging facility which is consistently perceived as clean, comfortable, wellmaintained, and attractive, staffed by friendly, attentive and efficient people
Mc. Donalds
To provide the fast food customer food prepared in the same high-quality manner world-wide that is tasty, reasonably-priced & delivered consistently in a low-key
Example:
# 3 Essentials
Mc. Donald's:
i.
ii.
Key Market: The fast food customer worldwide. Contribution: reasonably-priced food & highquality. iii. Distinction: low-key dcor and friendly atmosphere.
.
.
Courtyard Marriott:
Characteristics:
Mission
Benefits:
Defines the actions andgoals. measure your current reality and your progress. Allows you to evaluate your values. To communicate the direction of the organization. To help make day-to-day operating decisions. To keep the organization focused. To motivate employees.
Wal-Mart - To give ordinary folk the chance to buy the same thing as rich people.
2) Walt Disney - "To make people happy. 3) PEPSI - "Beat Coke 4) HONDA - "We will crush, squash and slaughter Yamaha 5) NIKE - "Crush Reebok"
Distinguish:
Strategy
What is strategy?
Strategy is a plan, a "how," a means of getting from here to there. Strategy is a pattern in actions over time; for example, a company that regularly markets very expensive products is using a "high end" strategy. Strategy is position; that is, it reflects decisions to offer particular products or services in particular markets. Strategy is perspective, that is, vision and
Types of strategies
1) Corporate Level Strategy Reach Competitive ContactManaging Activities Business InterrelationshipsManagement Practices2) Business Unit Level Strategy 3) Functional Level Strategy 4) Service strategy
Case lets:
Service Strategy volume provides guidance on how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset.
Concepts:
Service leadership: is the culture that empowers the organization to strategize its promises, design its processes & engage its people in a pro active quest for competitive advantage. Service leaders: are those firms that stand out in their respective markets & industries. Service leadership and sustainable competitive advantage refers to making a place for your business in the market through effective leadership and thereby gain a long run
Service Leadership:
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
Personal Needs: Personal Needs: Past Experience: Word-of-Mouth Communications: Explicit Service Promises: Implicit Service Promises: Self-Perceived Service Role: Perceived Service Alternatives:. Situational Factors: Sustainable Competitive Advantage: Cost advantage: Value advantage:
1) 2) 3) 4) 5) 6)