Question: Service Operations
The concept of "Service Package" is used in deriving a framework for overcoming the difficulties associated with the intangible nature of services and the active participation of the customer. The framework helps Operations Managers to establish the unique features of a specific service environment before learning to cope with the challenges that they face.
Select any small to medium organisation whose services you are familiar with and explain the inherent service package and characteristics before proposing how the organisation can distinguish itself in a typically competitive environment. Structure your discussion according to 5 sections:
Your evaluation must consider:
- Provide a background of the organisation and a description of the service package they offer.
- An illustration of the distinctive characteristics of service operations for this service.
- Relationship and challenges between operaitonal productivity and the services of the organisation.
- Strategies considered in the type of services as they apply to your organisation.
- Conclusion and recommendations on how the organisation could differentiate itself from other competing service organisations.
- Overall presentation of business analysis report.