FACULTY OF BUSINESS AND ECONOMICS MAN33 Service Operations Management UNIT GUIDE 2011 STUDY PERIOD 1 Unit Coordinator: Dr Anura Amarasena Faculty Policy on Plagiarism Plagiarism is the use of another person’s work or idea as if it were your own. The other person may be an author‚ critic‚ lecturer or another student. When it is desirable or necessary to use another person’s material‚ take care to include appropriate references and attribution – do not pretend the ideas
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place‚ consumer and business customers alike begin to drive new services and associated products. The key challenges for today’s purchasers of business communications services and equipment are: • Mapping the increasingly mobile nature of employees onto the emerging mix of fixed and mobile services‚ devices and applications. • Bringing the cost of providing communications services under control: the “consumerization” of services within the business means that areas such as mobile and VoIP are
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e*Logistics programs. Otis’s George Davis urged the company to create a centralized customer service system which would allow them to introduce the concept of 24 hours 7 days a week to their customers. OTISLINE was mainly set up in order to increase customer satisfaction as a result of only having a delayed response time of less than one second. OTISLINE was more than a customer service agent. OTISLINE was a service for upper management as well. OTISLINE was set up for management to be informed if a particular
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STUDY Customer service is an element in the combination of the competitive means which includes service factors before‚ during and after purchasing. In today’s business environment‚ no business can be able to succeed and achieve its aims and objectives without giving much attention to quality customer service. This is because the customer is the lifeblood of every business. Customer service is even more important in companies that offer services due to the fact that their services have some unique
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rich inventory of typical grocery store items as well as gourmet products‚ chef-prepared foods‚ high-quality bakery products‚ and full-service meat departments. Rice Epicurean engaged in home delivery‚ and announced its new Home Runs online shopping program‚ which was the only one still operating in 2002. Rice Epicurean utilized a third-party application service provider MyWebGrocer. * Major Issues * The dot-com meltdown of 2000-2001 caused many Internet Grocery Shopping dead and wounded
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Background of Roscoe and the NDT Industry Found in 1973 in Western Louisiana‚ Roscoe Nondestructive Testing Inc.‚ is a company specialized in provision of testing service for large boilers of pulp and paper mills industry. Its services include monitoring corrosion of boiler walls by nondestructive testing (NDT) methods (such as ultrasonics) and provide its customers reports for the condition of boilers. With the testing information provided by Roscoe‚ pulp and paper mills can evaluate whether
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organizations‚ as they provide much needed information about needs‚ service gaps‚ and systems issues across the state. C. DATA COLLECTION Description of the methods you used to obtain information. Include copies of any forms you used (these often are put into an Appendix). Most of the DSBs have collected data using some combination of the following methods: 1. Interviewing service providers (most often‚ via a written survey form) about services‚ number of clients‚ who their clients are‚ respondent’s opinions
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report is going to examine the implication of the five distinctive characteristics of service provided by Café de Coral Fast Food‚ one of the leading fast food companies in Hong Kong; and its effects on the purchasing decisions and the sources of competitive advantages. At the same time‚ the report is going to suggest the strategies that Café de Coral Fast Food should employ based on the distinctive service characteristics. 1.1 Background of Café de Coral Café de Coral Group is one of the
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Customer Needs in e-Services 1 Running head: CUSTOMER NEEDS IN E-SERVICES How e-Services Satisfy Customer Needs: a Software-aided Reasoning Ziv Baida1‚2‚ Jaap Gordijn3‚ Hans Akkermans3‚ Hanne Sæle4 and Andrei Z. Morch4 1 Faculty of Economics and Business Administration‚ Free University Amsterdam‚ The Netherlands 2 e-Rational‚ Amsterdam‚ The Netherlands 3 Faculty of Sciences‚ Free University Amsterdam‚ The Netherlands 4 SINTEF Energy Research‚ Norway Customer Needs in e-Services 2 ABSTRACT
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in terms of their service with their guests. This research aims to develop and enhance the service and avoid complaints in Loreland Farm Resort. It also aims to know the demographic profile of the respondents wherein they can identify the majority type of respondent (e.g. gender‚ age‚ location‚ occupation‚ reservation type and knowing the resort). The researchers provided questionnaires for the guests to determine whether they are satisfied or not in Loreland Farm Resorts’ services.
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