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7/24/2019 Intro - Managing a Service Enterprise
1/15
MANAGING A SERVICE ENT
INTRODUCTION & ROLE OF SERVICES IN THE
7/24/2019 Intro - Managing a Service Enterprise
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MANAGERS
Manaarerespo
#or o$peopper#o$%ese#(n)$
Ser*)e+o!sre,(re$e)%n)a"s-""s $oper#or'
7/24/2019 Intro - Managing a Service Enterprise
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SERVICE
Conss$s o#. n$era)$ons Transa)$ons
Res("$ n re"a$ons%psa'ong )(s$o'ers an/s$a0 'e'!ers
1%)% s )a""e/ 22222222222222222C(s$o'er re"a$ons%ps
7/24/2019 Intro - Managing a Service Enterprise
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C(s$o'er Re"a$ons%ps
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n$era)$ons Duration6 $'e spen$ $% $%
)(s$o'ers
7/24/2019 Intro - Managing a Service Enterprise
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7/24/2019 Intro - Managing a Service Enterprise
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T%e Hosp$a"$3 In/(s$r3
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7/24/2019 Intro - Managing a Service Enterprise
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Mo'en$ o# Tr($%
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7/24/2019 Intro - Managing a Service Enterprise
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INTERNAL VS4 E=TERNAL CUSTO
E7$erna" C(s$o'ers 6 An e)(s$o'er s so'eone %o (se)o'pan3>s pro/()$s or ser*)es !(
par$ o# 3o(r organ?a$on4 In$erna" C(s$o'ers 6 An
)(s$o'er s an3 'e'!er o#organ?a$on %o re"es on ass
#ro' ano$%er $o #(":"" %er +o! /($e
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SERVICE VS4 SERVITUDE
S$ear/s%p /es)r!es $%e n$rns) "ea/ers $o pro*/e ser*)es $o $%er #e*er3/a3 $%o($ !eng as-e/ #or asT%e3 /o $%s !e)a(se $%e3 are )on)ern
$%e e"#are o# $%ose n/*/(a"s $% %n$era)$4
A pa$% o# SERVICE s a CHOICE 1E MA@one o# SERVITUDE s FORCED UPON US4
7/24/2019 Intro - Managing a Service Enterprise
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MANAGEMENT
Manage'en$ s $%e a))o'p"s%'en$ oorgan?a$ons o!+e)$*es $%ro(g% $%ea)$*$es o# o$%ers4
An organ?a$on s a )o""e)$on o# n/*!ro(g%$ $oge$%er $o a)%e*e a )o''ogoa"so!+e)$*es4 I$ s 'a/e (p o# peoppro*/e goo/s an/ ser*)es $o )(s$o'
7/24/2019 Intro - Managing a Service Enterprise
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ORGANIATIONAL CULTURE AND C
S%are/ *a"(es A$$$/es Be"e#s
T%ese o("/ )a(seor-ers $o engage n!e%a*ors $%a$ are)onss$en$ $% $%ee7pe)$a$ons or nor's o#
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ORGANIZATIONALCULTURE CLIMATE
7/24/2019 Intro - Managing a Service Enterprise
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roa a egor es oE'p"o3ees
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Line Workers Staf Workers
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MISMANAGEMENT
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7/24/2019 Intro - Managing a Service Enterprise
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Sen
or
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MANAGEMENT S@ILLS MANAGEMENT FU
7/24/2019 Intro - Managing a Service Enterprise
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CHOOSING THE BEST PLACE TO PUT UP YOUR DREA
SERVICE BUSINESS LOCATION