...Gaining a Competitive Advantage through Agile Service Management and Operations Changing Business Models The Communication Service Provider (CSP) market is characterized by vertically integrated players with end-to-end ownership of network, operations and consumer businesses. In the near future, the communications industry landscape is expected to change and become a mosaic of specialized service providers pursing varying business models. This is the result of stagnating voice/data revenues, explosive growth in consumer content, rising demand for XaaS (Anything as a Service) among Small and Medium Businesses, and the emergence of new OTT (over the top) players. CSPs have been weighing changes in their business models for the past decade, and have been evaluating options for expanding their reach up the value chain by providing select content services (walled garden model), leveraging their network and data centers to deliver a user experience superior to content service providers (open garden model), or remain focused on being a bandwidth and capacity provider (utility model). While Tier 1 CSPs such as AT&T and Verizon will likely end up experimenting with all of these business models (depending on their lines of services), the tier 2 and tier 3 CSPs will likely have to make choices between the open garden and the utility model, and implement their strategies to remain competitive. A recent survey conducted by the TM forum in May 2011 indicates that 52% of CSPs would consider...
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...March 2014 Module: Service Operations Management Tutor: Martin Beckinsale Acknowledgments The author would like to express appreciation to his tutor Martin Beckinsale for valuable, constructive critique and support during writing this report. Special thanks to Xinzhu Hu for her valuable ideas and comments during the writing progress. Besides, the author would like to take this opportunity to thanks George Kokkinidis and Martin Beckinsale’s passionate lectures. In addition, the author would like to thank the Kimberlin Library for the empirical data. I Summary The rapid development of supermarket industry resulted in fierce competitiveness among various companies. Therefore plenty of companies began to realise the significance of service and have launched a variety of innovative service models in order to gain a competitive advantage in the era of service-oriented. This report started from theories of service concept and service operation management and analysed the supply chain and customer order system of Waitrose, a UK supermarket. This report is aimed at building a new and deeper awareness of customers to Waitrose and help its operation management to be more advanced, more completed and more professional. After researching and analysing, the author found that Waitrose owns a mature and profound supply chain of pig meat. However, Waitrose relies too heavily on its own brands. Key Words: Supermarket, Service concept, Service operation management, Waitrose, supply...
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...installing computer networks. Glandon, Smaltz and Slovensky (2010) stated that integrated healthcare systems helped create the impetus for installing computer networks because information housed in one system may be “ incompatible with the data format” of information stored in another system. Information technology has an important and expanding role in the delivery of high quality healthcare services. Until recently health informatics systems have generally been developed as independent centralized databases. With computing communications technologies now being introduced into major hospitals, many new information services can now be provided to enhance the patient-care provider interaction. The main applications are the office suit and web-browsers. Most companies are moving toward web interface applications and internet explorer is the front runner for testing purposes. References Egan, G. (2005). Computers and networks in medical and healthcare systems. Glandon, G.L., Smaltz, D.H., & Slovensky, D.J. (2008). Austin and boxerman's Information systems for healthcare management (7th ed.). Chicago. Illinois: Health Administration Press. Suggest how the use of a patient ID bracelet containing a bar-code representation of the patient’s ID and a bar-code scanner can lead to improved quality of care in a hospital. new technology, such as patient ID and a bar-code scanner, allows the hospital to increase the quality level of the care provided. They could ensure fewer mistakes...
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...In modern business, it is more important than ever for companies to provide quality customer service if they wish to remain competitive. Instilling a culture of service through a mission statement to guide the business is one of the most effective ways to accomplish this. This essay will present and analyse a scenario where customers experience poor service to demonstrate the quality gaps that result from a company that lacks a service culture. In addition, it will draw from a variety of sources to affirm the need for companies to create a service culture. Finally it will recommend changes that a company may implement to improve their own service culture. The following scenario takes place in a restaurant, one of the most customer-service orientated businesses in all industries: The customer experienced pangs of hunger indicating to her a desire for lunch, as she and her companion strolled past Chantilly’s Coffee Lounge, they were attracted to the warm and refined atmosphere that it exuded. Undoubtedly this was due to the excellent décor that combined dark wood, cream walls and cheerful lighting of a warm yellow. However as they entered they waited 10 minutes to be seated which was disappointing as the café was not at full capacity. As they were seated, they found there was only one menu on the table for two, and they expected the waitress to bring them another menu. Unfortunately this did not occur and eventually requested another menu. As they perused the menu they were...
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...Framework 3 4.0 Research Methodology 3 4.1 Research Design 3 4.2 Sources of data 3 4.3 Sampling and Data Collection Technique 3 4.4 Variable Measurement 3 5.0 Time frame 3 6.0 Conclusion 3 7.0 References 3 1.0 Abstract Internet has become a crucial medium for the purchase of products and services in virtual or online market and it able to link all businesses from different countries. This study aims to examine the factors influencing consumer’s intention to purchase through online from Malaysian perspective. Online trust, Information quality, online purchase experience, price and convenience were evaluated to determine whether these factors are related to online purchase intention. A stratified sampling method was used and the sample comprised of 180 students who are undergraduate and post-graduate study in University of Malaya. Data were collected via self-administrated questionnaire that using five point Likert scale. 2.0 Introduction With the advancement of internet, the electronic commerce (e-commerce) has grown rapidly as internet diminished the boundaries to the world. The internet permits the 24/7 and 365 days availability of goods and services with little or no cost. Surplus seeking consumers and retailers are always searching for markets that are more economically efficient hence, online purchasing (Jiradilok et al., 2014). The low cost of...
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...Campground Management Services Campground Management Services (CMS) is a private company that operates campgrounds under concession agreements with federal and state governments. CMS’s strategy is to provide campers with a pleasant camping experience for a reasonable price. They want their sites to be accessible to all. They want to offer great service for planned vacations and campers spontaneously deciding to come by. CMS is responsible for collecting fees, providing maintenance services, and remitting 20% of all revenue collected to the sponsoring agency. The company has headquarters in California. The corporate headquarters consists of ten positions: president, chief financial officer, chief operating officer, human resources director, secretary/treasurer, controller, and four staff accountants. The company also employs seasonal workers in 15 states. Seasonal workers include 50 regional managers and 500 campground attendants. Regional Managers The responsibilities of a regional manager include interacting with government contacts, supervising and training campground attendants, processing fees collected by attendants, and submitting reports to the corporate headquarters. Each geographic region is within a 100 miles radius. Each regional manager is responsible for managing ten campground attendants. Each campground has between 40 and 80 campsites. The qualifications of a regional manager include excellent administrative and supervisory skills, and ownership...
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...empowered to deliver service excellene embodied in the product. With those employees, we have to make idea generatiion and concept developmeent testing. After that, systems for NSD should be established to do business analysis. At this point, we should consider that social norms need to be considered. Next, we have to gain significant competitive advantage based on innovative technology. Then, we can test our product and marketing with those enablers. Lets make an exmaple 1. Sk has to hire the technician and engineer for developing network(idea) 2. Sk has to analyze whether this idea is economically, technologically and socially acceptable. 3. Sk has to test the service if it works or not based on the technology given. Lastly, if it works, Sk can launch this service product. 2. In Strategic position, there are 2 types of structural alternatives, which are lower complexity and higher complexity. Int his process, complexity means that if degree of complexicity is high, then more personalized and customized products are available. on the other hand, if degree of complexity is low, then it leads to more standard service. Let s assume we are running a clothing store. We currently have lauched 4 basic color t shirs. in order to make more profits, we have launched more types of t shirt, and finally it brings more revenues. on the other hand, we can reduce the number of T shirts design to be unique or very high qualtiy. 3. There are 4 types of approach to service design First...
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...SUMMARY Services marketing is a sub field of marketing and refers to both business to consumer (B2C) and business to business (B2B) services, and includes marketing of services like telecommunications services, financial services, all types of hospitality services, car rental services, air travel, health care services and professional services. The problem in service marketing is always found in the people, because it is the people who peraform any service. The thing that matters in service marketing is you always create value for your customers, if you try to capture the customers profit, it might be possible that customers may not buy your product. What matters is that one should create value from the cost he is incurring. In times of bad situation focus on value rather than on cost. There are four sources of value: 1) Product 2) Facility 3) Organization and expertise 4) Reputation and image It is very important to know your customers in order to know on what basis to differentiate otherwise you will end up differentiating on price only which can be disastrous for a manufacturer of product or service. What is a strategy: It means defining the customer in order to make a difference to them and vice a versa. Service Scope: It is the circumstances that are prevailing when the services are delivered. It can help hindering the value of the service. The more intangible the service is the more the value of service scope is. Customer satisfaction is the sum total of...
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...National Air is a competitive air-express firm with offices around the country. Frank Smith, the Chattanooga, Tennessee, station manager, is preparing his quarterly budget report, which will be presented at the Southeast regional meeting next week. He is very concerned about adding capital expense to the operation when business has not increased appreciably. This has been the worst first quarter he can remember: snowstorms, earthquakes, and hitter cold. He has asked Martha Lewis, field services supervisor, to help him review the available data and offer possible solutions. Service Methods National Air offers door-to-door overnight air-express delivery within the U.S. Smith and Lewis manager a fleet of 24 trucks to handle freight in the Chattdisanooga area. Routes are assigned by area, usually delineated by zip code boundaries, major streets, or key geographical features, such as the Tennessee River. Pickups are generally handled between 3:00 p.m. and 6:00 p.m. Monday through Friday. Driver routes are a combination of regularly scheduled daily stops and pickups that the customer calls in as needed. These call-in pickups are dispatched by radio to the driver. Most call-in customers want as late a pickup as possible, just before closing (usually at 5:00 p.m.). When the driver arrives at each pickup location, he or she provides supplies as necessary (an envelope or box if requested) and must receive a completed air waybill for each package. Because the industry is extremely...
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...Term Paper of DBMS TOPIC:- PATIENT AND SERVICE MANAGEMENT IN A LARGE HOSPITAL SUBMITTED TO: - SUBMITTED BY:- PRADEEP SIR SANDEEP KUMAR D1802 B42 INDEX SR_NO TOPIC PAGE_NO 1) INTRODUCTION (1-2) 1.1 DATABASE AND ITS APPLICATIONS 1 1.2PATIENT AND SERVICE MANAGEMENT 1-2 1.3 NEED OF DATABASE IN PATIENT AND SERVICE MANAGEMENT SYSTEM 2 1.4 SCOPE 2 2) ADVANCED AND EXISTING SYSTEM ( 3) 2.1 LIMITATIONS OF EXISTING...
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...Introduction Only the most progressive organizations are adopting best practices in IM/IT service management, while many IM/IT departments continue to rely on informal, “seat of the pants, “ error-prone processes. This leads to reactive “fire fighting” operating norms within IM/IT departments, when formal, proactive approaches would be more effective. Recent studies suggest that one of the most accurate indicators of IM/IT departmental effectiveness in delivering quality services is the percentage of unplanned work in which the departments is engaged (Glandon, Smaltz, and Slovensky, 2008, p. 170). Why does unplanned IM/IT work increase costs? Glandon et al. (2008) describes unplanned work as any activity in the IM/IT organization that cannot be mapped to an authorized project, procedure, or change request. While unplanned work can never be entirely eliminated from an IM/IT department, the nature of the unplanned work is very different for high- and low- performing IM/IT departments. In a low performing IM/IT department, low-performing unplanned work includes the following: 1) Failed changes: The production environment is used as a test environment, and the customer is the quality assurance team. 2) Unauthorized changes: Engineers do not follow the change management process, making mistakes harder to track and fix. 3) No preventive work: Failing to conduct preventive work makes repeated failures inevitable. Mean time to repair may be improving, but without root-cause...
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...The three banks that were researched for their money management services were, Citi Bank, Chase, and Banner Bank. These three institutions gave a wide view of the services that they would be able to provide to a potential customer and how it would best serve their business. Citi Bank states that with their, “cash management products, you can collect payments faster, optimize the timing of payments to suppliers, vendors and employees, and stay on top of your accounts and balances more easily.” This is followed by a wealth of information about the different services that are provided under cash management. They have services that include, speed up receivables that are merchant services, remote check deposit, and business lockbox. Merchant services are a faster alternative to allowing customers to purchase your goods or services. Remote check deposit shows you electronic images of deposited checks with easier reconciliation of discrepancies. Business lockbox allows Citi Bank to receive checks on your behalf and deposit them according to your specific instructions. Their cash management services also include control payments, which are, payroll manager, business credit cards, business debt master cards, wire transfers, controlled disbursement, and business online automated clearing house origination. Payroll manager allows you to quickly and efficiently calculate your businesses payroll so you can pay your employees and file payroll taxes. Business credit cards and the business...
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...Services Management Introduction FALL 2006 Why study Services? • Service-based economies • Service as a business imperative in manufacturing and IT • Deregulated industries and professional service needs • Services marketing/management is different • Service equals profits – follow the money • It’s where the jobs are!!! Introduction to Services • Explain what services are and identify important trends in services. • Explain the need for special services management concepts and practices and why the need has developed and is accelerating. • Explore the profound impact of technology on service. • Outline the basic differences between goods and services and the resulting challenges and opportunities for service businesses. • Introduce the services variables and the philosophy of customer focus, as powerful frameworks and themes for managing services. Service Definitions • Services are deeds, processes, and performances. Valarie Zeithaml & Mary Jo Bitner • A service is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer. James Fitzsimmons 4 Definition of Service Firms Service enterprises are organizations that facilitate the production and distribution of goods, support other firms in meeting their goals, and add value to our personal lives. Role of Services in our Economy 5 Percent Service Employment for Selected Nations Country United States Canada Israel Japan France Italy Brazil China ...
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...Cash Management Services HCA/270 8/7/2011 Cash Management Services There are many different options available when choosing a bank that does offer cash management solutions to fit into one’s individual needs. The cash management tools that are offered by a number of different banks can be a beneficial aspect to any businesses or someone’s personal gain. In today’s report, I will be reviewing three banks and examine in accordance to the bank’s. The three banks that I have chosen to review would be US Bank, Home Federal, and Wells Fargo. These banks are going to be compared by identifying the disadvantages and the advantages that are associated with each of the banks, the cash management options available by each of the banks, and how the options can best reduce the opportunity costs for the healthcare organization. US Bank. When reviewing the websites offered for US Bank, I discovered that this bank offers a number of different services to help the people in need of cash management options. This banks website contains accessible material to help one do research and acquire rates that are pertaining to auto and home loans, CD’s, personal lines of credit, internet pay, online banking, retirement planning, and investing (U.S. Bancorp, 2011). The website that is available offered a number of different seeking to open a savings or checking account within this bank including discounts and rewards on certain checking account package and a percentage of the...
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...Hospitality Individual Report Recession & Healthy Eating Jason Holness Hospitality Services Management Events Management & Human Resources Monday 20th June 2011 [Summary] The great recession and healthy eating are two main concerns within the restaurant sector. Reviewing issues ranging from immigrants being blamed for homegrown residents finding it hard to find suitable work, down to healthy eating issues of obesity epidemics and why organic food is being served. [Introduction] Two major current issues within the restaurant sector / tourism industry are recession and healthy eating. This report will further highlight those issues, go into depth and observe how HRM is trying to tackle the issues also. The recent recession had caused a lot of people to change the way they live and businesses to change the way they operate. Issues more commercially known to the general public were was simply a loss of jobs or businesses going bankrupt. Businesses who were able to survive the recession either grew in demand or downsized operations to cut costs. Moving onto another key issue within the restaurant sector, healthy eating has risen on the agenda as the government tries to reduce and combat obesity. Along side obesity is a list of other health and lifestyle issues, which seem to exist due to unhealthy consumption of food. [Recession] A recent report considers the question: did the presence of immigrant workers in the United States labour market...
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