Services Operations Management - 8615 Words

A 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 nearly 75% of the GDP. Moreover, in recent years the growth in GDP is primarily due to the growth in these sectors of the economy. During the last ten years, the share of services in the GDP has grown steadily from about 40% to about 51%. The Union†¦show more content†¦Function A customer service strategy not only discusses what you do with customer feedback but how you will obtain their opinions. Some companies employ surveys, while others feel speaking to clients one on one may be more effective. STEPS FOR DEVELOPING A SERVICE STRATEGY Client focus is almost like a buzz phrase these days. How often do we leave a business establishment and think, Wow, that was just incredible customer service!? Or, how often do we make a call to the customer service hotline and get off the phone thinking, I feel Ive been treated like a king!? Chances are, not very often. If the companies not providing WOW customer service, then they are just providing service and that doesnt set them apart from the competition. One of the best ways to evolve a culture to one with customer service engrained in it is to implement a client-focused strategy that unites company team to achieve the goal. This is a shift that is going to take time; however, if they start with the basics and create a customer-focused infrastructure, they on their way to setting themselves apart from the competition. Step 1: Identification of key programs, products, and services. This isnt about getting out a company brochure and saying this is what we do. It is far more in-depth: Review the output of your work and who receives, uses or benefits from it. What youll start to build is your value proposition. Anyone can sell hardwareShow MoreRelatedService Operations Management And Its Impact On Products And Services2222 Words   |  9 PagesIn the business world, many service operations management differ from manufacturing operations management in a number of ways. However, there are also some similarities that both share in various aspects of operations management. This essay illustrates and examines the differences and similarities in both types of operations through the use of relevant theories, case studies as well as real life experiences. It is structured in such a way that starts with the design, followed by the strategy andRead MoreOperations Service Management - a Study of Medi-Call Call Centres2700 Words   |  11 PagesMedi – Call Personal Alarms Systems LTD call centre and how the management implement certain capacity strategies in order to distribute call times whether it be an emergency, technical or a reassurance call from the customer. This is viewed over a twelve-hour shift and highlights the problems where the call centre is over capacity or under capacity. The case study looks at the problems with the current operations and service management within Medi–Call call centres. Within this report the main problemsRead MoreServices Operations Management8601 Words   |  35 PagesPROJECT 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 constituteRead MoreService Operations Management5277 Words   |  22 PagesJ. Service Science Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April 17, 2009; revised June 19, 2009; accepted JulyRead MoreQuocirca Insight Report: Operations Management in UK Financial Services2617 Words   |  11 PagesQUOCIRCA INSIGHT REPORT November 2007 Contacts: Sharon Crawford Quocirca Ltd Tel +44 7989 243830 sharon/crawford@quocirca.com Operations Management in UK Financial Services How effectively is technology being applied to help to monitor and improve operations performance? The extremely competitive nature of the financial services industry today and the changing landscape of customer expectations and their approach to investing in financial products, puts an onus on suppliers to considerRead MoreService Operations Management: Cathay Pacific Airways Case Study2538 Words   |  10 Pagesï » ¿Running Head: Service Operations Management Service Operations Management Cathay Pacific Airways Aesthetics Introduction Cathay Pacific is an international airline registered and based in Hong Kong, offering scheduled passenger and cargo services to 141 destinations in 39 countries and territories. As Hong Kongs major airline, it provides vital links for trade and investment as well as leisure travel. With the help of passengers and cargo services, Cathay Pacific connects Hong Kong to theRead MoreObjectives And Goals Of An Operational Strategy1736 Words   |  7 Pagesorganization. An operational system ought to have the capacity to outline the company s usage of its asset in the creation of a good, item, or service. Organizations define operations methodologies in view of the styles and needs of the management. Differentiation strategy is one of the several operational strategies that LensCrafters use in its operations. LensCrafters is a global leader in the retail of non-prescription sunglasses and prescription eye wear. LensCrafters was started in 1983 by DeanRead MoreOperational Management quiz 1 1500 Words   |  6 Pagesï » ¿Uitwerkingen vragen Operational Management toets 1 Copyright: BartThom Signs and symbols in a service facility are helpful because they: Reduce anxiety with waiting Cause customers to spend more money per visit Cause employees to be more helpful Orient customers and promote acceptable behaviour Using the SREDEDIM method, if you had to monitor to see if the conditions had changed which step would you perform: Install a new method Examine the facts Maintain new method Select the work method RecordRead MoreOperation Five Objectives1495 Words   |  6 PagesIntroduction â€Å"Operation strategy concerns the pattern of strategic decisions and actions which set the role, objectives and activities of the operation.† It refers to the process to set mission and goals, make specific decisions for achieve specific objectives; and the procedure to design and formulate the strategy of operations. Operation strategy is one part of the organizational business strategy but it plays an important role in all functional areas of business. Operation strategy is to implementRead MoreOperations Management : Operation Management1355 Words   |  6 PagesOperations Management Introduction Operations management is the activity of managing the resources that create and deliver services and products. The operations function is the part of the organization that is responsible for this activity. Every organization has an operations function because every organization creates some type of services and/or products. However, not all types of organization will necessarily call the operations function by this name. Operations managers are the people who have