-SERVICE MANAGEMENTVision,Master subtitle style Click to edit Mission and Strategy & Leadership

Group Members:
Ronald Fernandes 12 Sumaiya Sakhani 25 Urmi Sampat 26 Sonia Verma 31 Aakash Wig 32

Contents

Service management. Vision. Mission. Distinguish. Strategy. Case lets. Service Leadership concepts.

Overview
Service Management: is
monitoring and optimizing a service to ensure that it meets the critical outcomes the customer values and stakeholders want to provide.

Vision: A description of
something that is an organization, a corporate culture, a business, a technology or any activity

Benefits of having a vision:

1) long tern thinking. 2) risk taking and experimentation. 3) competitive, original and unique. 4) common identity & sense of purpose. 5) direction for the organization. 6) inspiring and exuberating. 7) idealistic. 8) unique & distinctive. 9)Practicality. 10)encourages commitment from the employees.

Example of Vision Statements:

Nokia : Connecting people. Mc. Donalds: To be the world best quick

service restaurant.

Other Companies:

TCS JRD TATA: Kingfisher Airlines: Infosys: Wipros Vision: Google

Vision and Mission:

Mission

Definition
Hunger and Wheeler:Mission is the purpose or reason for the organizations existence.

Essentials of a Mission statement: Key Market Contribution Distinction

Courtyard Marriott:
To provide economy and quality minded travelers with a premier, moderate priced lodging facility which is consistently perceived as clean, comfortable, wellmaintained, and attractive, staffed by friendly, attentive and efficient people

Mc. Donalds
To provide the fast food customer food prepared in the same high-quality manner world-wide that is tasty, reasonably-priced & delivered consistently in a low-key

Example:
# 3 Essentials
Mc. Donald's:
i.

ii.

Key Market: The fast food customer worldwide. Contribution: reasonably-priced food & highquality. iii. Distinction: low-key dcor and friendly atmosphere.
.
.

Courtyard Marriott:

Key Market: economy and quality minded travelers.

Characteristics:
Mission

Feasible Precise Clear Motivating Distinctive Strategy Accomplishment of objectives

Benefits:

Defines the actions andgoals. measure your current reality and your progress. Allows you to evaluate your values. To communicate the direction of the organization. To help make day-to-day operating decisions. To keep the organization focused. To motivate employees.

Examples of mission statements:

1)

Wal-Mart - To give ordinary folk the chance to buy the same thing as rich people.

2) Walt Disney - "To make people happy. 3) PEPSI - "Beat Coke 4) HONDA - "We will crush, squash and slaughter Yamaha 5) NIKE - "Crush Reebok"

Distinguish:

Strategy
What is strategy?

Strategy is a plan, a "how," a means of getting from here to there. Strategy is a pattern in actions over time; for example, a company that regularly markets very expensive products is using a "high end" strategy. Strategy is position; that is, it reflects decisions to offer particular products or services in particular markets. Strategy is perspective, that is, vision and

Types of strategies
1) Corporate Level Strategy Reach Competitive ContactManaging Activities Business InterrelationshipsManagement Practices2) Business Unit Level Strategy 3) Functional Level Strategy 4) Service strategy

Case lets:

Service Strategy volume provides guidance on how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset.

Pizza huts Hot-Dot promise. Textron Inc.

Aircraft 32% of revenue Automotive 25% of revenue Industrial 39% of revenue Finance 4% of revenue

Concepts:

Service leadership: is the culture that empowers the organization to strategize its promises, design its processes & engage its people in a pro active quest for competitive advantage. Service leaders: are those firms that stand out in their respective markets & industries. Service leadership and sustainable competitive advantage refers to making a place for your business in the market through effective leadership and thereby gain a long run

Service Leadership:
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

Personal Needs: Personal Needs: Past Experience: Word-of-Mouth Communications: Explicit Service Promises: Implicit Service Promises: Self-Perceived Service Role: Perceived Service Alternatives:. Situational Factors: Sustainable Competitive Advantage: Cost advantage: Value advantage:

Essentials of Service Leadership

The Six Dimensions of Service Leadership:
1. 2. 3. 4. 5. 6. Vision & Values Direction Persuasion Support Development Appreciation

SERVICE LEADERS & CHARACTERISTICS.

1. 2. 3. 4. Service Vision High Standards in the field Leadership Style. Integrity Additional characteristics: (a) Concern of Customers (b) Use Technology to Promptly Serve Customer (c) Involve Customers in Organization Growth: (d) Flat Organizations (e) Training of Employees

Service Leadership Scale Dimensions:

1) 2) 3) 4) 5) 6)

Approachability: Empathy/Caring: Flexibility: Friendliness: Humility: Professionalism