Service Management Ssm Ppt

8/4/2019 Service Management Ssm Ppt

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-SERVICE MANAGEMENT-

Vision, Mission and Strategy &Leadership


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Group Members:

Ronald Fernandes12

Sumaiya Sakhani25

Urmi Sampat26

Sonia Verma31

Aakash Wig

32


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Contents

Service management. Vision. Mission. Distinguish.

Strategy. Case lets. Service Leadership concepts.


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Overview

Service Management: ismonitoring and optimizing aservice to ensure that itmeets the critical outcomesthe customer values andstakeholders want toprovide.

Vision: A description ofsomething that is anorganization, a corporateculture, a business, atechnology or any activity


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Benefits of having avision:

1) long tern thinking.

2) risk taking and experimentation.

3) competitive, original and unique.

4) common identity & sense of purpose.5) direction for the organization.

6) inspiring and exuberating.

7) idealistic.

8) unique & distinctive.9)Practicality.

10)encourages commitment from the employees.


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Example of VisionStatements:

Nokia : Connecting people. Mc. Donalds: To be the world best quick

service restaurant.Other Companies:

TCS JRD TATA:

Kingfisher Airlines: Infosys: Wipros Vision: Google


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Vision and Mission:


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Courtyard Marriott:

To provide economy and quality minded travelerswith a premier, moderate priced lodging facility which isconsistently perceived as clean, comfortable, well-maintained, and attractive, staffed by friendly, attentiveand 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


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Example:

# 3 EssentialsMc. Donald's:

i. Key Market: The fast food customer world-wide.

ii. Contribution: reasonably-priced food & high-quality.

iii. Distinction: low-key dcor and friendlyatmosphere.

. Courtyard Marriott:. Key Market: economy and quality minded

travelers.


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Characteristics:

Feasible

Precise Clear Motivating Distinctive Strategy Accomplishment of objectives

Mission


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Benefits:

Defines the actions and goals.

measure your current reality and yourprogress. 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.
http://www.best-of-time-management.com/goal-setting.htmhttp://www.best-of-time-management.com/goal-setting.htm


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Examples of missionstatements:

1) 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"


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Distinguish:


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Strategy

What is strategy?

Strategy is a plan, a "how," a means of gettingfrom here to there. Strategy is a pattern in actions over time; for

example, a company that regularly marketsvery expensive products is using a "high end"strategy.

Strategy is position; that is, it reflectsdecisions to offer particular products orservices in particular markets.

Strategy is perspective, that is, vision and


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Types of strategies

1) Corporate Level Strategy

Reach

Competitive Contact -Managing Activities -

Business Interrelationships -

Management Practices -

2) Business Unit Level Strategy

3) Functional Level Strategy

4) Service strategy


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Case lets:

Service Strategy volume provides guidance onhow to design, develop, and implement servicemanagement not only as an organizational

capability but also as a strategic asset. Pizza huts Hot-Dot promise. Textron Inc.

Aircraft 32% of revenue

Automotive 25% of revenue

Industrial 39% of revenue

Finance 4% of revenue


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Concepts:

Service leadership: is the culture that empowersthe organization to strategize its promises,design its processes & engage its people in apro active quest for competitive advantage.

Service leaders: are those firms that stand outin their respective markets & industries.

Service leadership and sustainable competitiveadvantage refers to making a place for yourbusiness in the market through effective

leadership and thereby gain a long run


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Service Leadership:

1. Personal Needs:

2. Personal Needs:

3. Past Experience:

4. Word-of-Mouth Communications:5. Explicit Service Promises:

6. Implicit Service Promises:

7. Self-Perceived Service Role:

8.

Perceived Service Alternatives:.9. Situational Factors:

10. Sustainable Competitive Advantage:

11. Cost advantage:

12. Value advantage:


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Essentials of ServiceLeadership

The Six Dimensions of Service

Leadership:1. Vision & Values2. Direction

3. Persuasion

4. Support5. Development

6. Appreciation


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SERVICE LEADERS &CHARACTERISTICS.

1. Service Vision

2. High Standards

3. in the field Leadership Style.

4. Integrity Additional characteristics:

(a) Concern of Customers

(b) Use Technology to Promptly ServeCustomer

(c) Involve Customers in Organization Growth:

(d) Flat Organizations

(e) Training of Employees


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Service Leadership ScaleDimensions:

1) Approachability: 2) Empathy/Caring: 3) Flexibility: 4) Friendliness: 5) Humility: 6) Professionalism


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Documents

Service Management Ssm Ppt