Service Strategy McGraw-Hill/Irwin Copyright © 2011 by The McGraw-Hill Companies‚ Inc. All rights reserved. Learning Objectives Formulate a strategic service vision. Discuss the competitive environment of services. Describe how a service competes using the three generic service strategies. Explain what is meant by qualifiers‚ service winners‚ and service losers. Discuss the competitive role of information in services. Explain the concept of the virtual value chain and its role in service
Premium Bank Commercial bank Service system
BA7301 ENTERPRISE RESOURCE PLANNING COURSE OBJECTIVES To understand the business process of an enterprise To grasp the activities of ERP project management cycle To understand the emerging trends in ERP developments LT P C 3003 COURSE OUTCOMES Knowledge of ERP implementation cycle Awareness of core and extended modules of ERP UNIT I INTRODUCTION 8 Overview of enterprise systems – Evolution - Risks and benefits - Fundamental technology - Issues to be consider in planning design
Premium Management Supply chain management Enterprise resource planning
PROJECT REPORT ON SERVICES OPERATIONS MANAGEMENT special reference to BPO SECTOR by Gaurav Tyagi 10DM-189 Gaurav Singh 10IB-029 Neha Sinha 10DM-093 Neha Kaushik 10DM-092 Harsh Shah 10IB-030 Keshav Shenoy 10HR-019 2010-2012 Under the guidance of Prof. Kunal Ganguly INSTITUTE OF MANAGEMENT TECHNOLOGY INTRODUCTION Manufacturing‚ service and agriculture are the major economic activities in any country. In India‚ manufacturing and services together constitute
Premium Pricing Outsourcing Business process outsourcing
What is service operation management? Covers the activities‚ decisions and responsibilities of operations managers in service organizations Responsible for: Service operation some of organizations resources (equipments‚ materials‚ staff‚ technology‚ whatever account 4 large proportion of organization’s total assets) customers(clients‚ patients) ‘processing’ their customers goods and services delivered to customers • From the customers’ perspective‚ service is the combination of the customers’
Premium Operations management Management
management of two well-known organizations‚ the “Four Seasons Canary Wharf hotel” and “The Tea and Sympathy Restaurant and Café” situated in New York City’s west village. By analyzing both cases with the workings of Total Quality Management (TQM) and Service Quality. The Four Seasons first hotel was opened 40 years ago and they have come a long way‚ currently one of the highest-ranking hotel chains internationally. Their golden rule is “Do to others (guest and staff) as you would wish others to do to
Premium Total quality management Management Quality management
Zipcar 1. What service attributes does Zipcar offer its customers? What is it asking its customers to give up? • Convenience – customers can make reservations online without having to purchase a car but rent one and pick up in a nearby area/neighborhood. Customers just needed to pay monthly fees and put in a deposit to be able to have access. • Flexibility – customers can make reservations online and for certain time frames (does not have to be for the full day). Customers can also choose the
Premium Zipcar Automobile Customer service
Contents Introduction 2 Business Concept 2 Four Perspectives of Operation Strategy 2 Top-Down versus Bottom-Up Perspective 3 Top-Down Perspective 4 Bottom-Up Perspective 4 Market Requirement versus Operations Resources 4 Market Requirement Perspective 5 Operation Resources Perspective 5 Conclusion 5 Reference 6 Introduction Zara is a Spanish fashion and accessories retailers that founded in 1975 by Amancio Ortega and Rosalia Mera (Ledesma‚ 2013). Zara designs‚ manufactures
Premium Retailing Supply and demand Management
PANKAJ KUMAR (12EX-060) --STUDENTS OF IMT GHAZIABAD PGDM EXECUTIVE BATCH-- BY GROUP- 8 : MADHUMANTI SAMADDAR (12EX-023) PANKAJ KUMAR (12EX-060) --STUDENTS OF IMT GHAZIABAD PGDM EXECUTIVE BATCH-- OPERATIONAL STRATEGY ANALYSIS APOLLO HEALTHCARE 25TH FEBRUARY‚ 2013 OPERATIONAL STRATEGY ANALYSIS APOLLO HEALTHCARE 25TH FEBRUARY‚ 2013 0+3669+ INDUSTRY OVERVIEW The healthcare industry forms the backbone of any nation’s well-being and can be broadly divided into five segments namely hospitals
Premium Health care Medicine Hospital
Contents Introduction 2 What is operations strategy? 3 Operations 3 Strategy 5 Operations strategy 6 The content of the operations strategy 8 The process of the operations strategy 9 Sustainable alignment 9 Substitutes for strategy 11 Implementation 11 Conclusion 13 Bibliography 14 Introduction In a world‚ where humans do their best to survive‚ a never ending need for goods and services is always in people`s mind. In order to meet with these requirements‚ raw materials and processes
Premium Management Strategic management Six Sigma
Operations Strategy Chapter 1 Operations strategy – developing resources for strategic impact Operations strategy concerning the operation function itself‚ and how it can contribute to strategic success. Also how any function can develop its processes and resources and establish its strategic role. Operations can satisfy customers by five objectives: 1. Costs 2. Revenue 3. Operations-related risk 4. Investment 5. Future innovation Fig 1.1 Four perspectives: How to establish a connection between
Premium Management Strategic management Supply chain management