Management Assignment Samples

Assignment Sample On H S Food Supplier ‘strategic Service Vision’ Framework

Question:- Explain how your employees can affect the quality of service received by your external customer. What measurements could you use to gauge and manage the satisfaction of your employees?

Answer:-

Introduction

This HS service supplier’s strategic service vision report highlights the service system procedure focus the product optimization following the quality check. The purpose is to guide the service provider as well as the service receiver to maintain and follow certain steps, which required constructing service report framework in a strategic manner.

The report is structured in a constructive manner following the overview of operating strategy, service blueprint structure maintaining service delivery system. Moreover, it focuses on the importance of service employee management and mentions the quality management measuring tools.

Operating strategy

The main purpose to optimize the operating strategy is Productivity measure and Quality examination. The process of designing and delivery system in food business depends on four stages that are identify the target market, develop the concept and requirement to meet that need of the selected market, developing the operating strategy. Lastly, designing the service delivery system that provides quality of services that are perceived by the customer in food service industry (Lin & Huang, 2012).

The productivity will reach its optimum level maintaining the quality in the service process. This is an ongoing process for any organization and there is lots of research involved to select the suitable for smooth operating process. The measurement of quality of services is difficult than quality of goods, because the benchmark of level of quality will vary from customer to customer. In food service, focus should be on understanding the customer food taste and local food habits. Based on that setting quality standard for the business and try to create a brand value in the market. The food service industry should experiment with their some twist in dishes and innovation in presentation of food that make more attractive for their customer. The prime focus should be to make it different from available competitors in the market by constant research in operating system management and enhance service quality time to time (Jos et al. 2013). So the level should be measured to compare will the customer’s requirement the level of delivery in service process (Chen et al. 2014). Delivering quality service means the customers requirement fulfillment on a constant basis with prolonged research. There are many researchers, who have different outlook for quality of services. It can be differentiate like functional quality, technical quality. The prior involves the way in which service is delivered and the later means what the customer are actually getting in real time. Physical quality means the tangible element of the service like food of the restaurant or the décor of the hotel or bar.

Now the point is how the company can reach to achieve the maximum productivity maintaining quality management in the service process. To make the customer’s requirement as the benchmark we can follow several approaches through which we can achieve the optimum level of productivity (Nagati & Rebolledo, 2012).

• Isolating the technical core
• Production lining the full system
• Creating flexible capacity
• Close watch in employee motivation and scheduling of employee.

To improve the quality of services, the management should identify the internal and external costs associated with services that results the poor service quality. Then it will become easy to remove or replace cost incurred in the organization and help to maximize the productivity (Tavassoli et al. 2014).

In a service process we can segregate department wise like operation, Marketing, Human resource. It also helps to identify the department wise productivity achievement and also improve how to achieve the highest optimism point in a service procedure.

The operation management can also define as the management of activities relating to the creation of services or goods delivered. It contains activities like product design, procurement of raw material, inventory control, job design, quality control etc. The performance of the production department is depending on how operation management actively performs their duties in a given condition.  It also has a close look to make inputs include human resource, material, and equipments converting in output quickly so that service delivery can construct in a phased manner (Håkansson & Tunisini, 2011).

In this connection, the duties of human resource department are playing a large role. The operation level in a company is directly depends on knowledge of the work force and depth of their credibility in the workplace (Mohammadnezhad-Shourkaei et al. 2011). Therefore, procurement of work force based on the requirement is the prime duty and responsibility for human resource department. There are lot of tools are there which can apply in different company like expertise in the subject matter, psychometric test, GD for assessment of the suitability for an candidate for a fixed position.  There are lot of schemes are used for encouragement for the staff in a company like promotional event, rewards, extra benefits, entertainment allowances etc. It all depends on company policy and financial growth of the company in the market.

In today’s world, marketing management is the only salable strategy that needs lot of planning and research. To study the most appropriate marketing tools for the service or goods is the role of market researchers. For this lot of money are involved and plan for upcoming requirement in the initial phase of the service blueprint. Because the customer satisfaction possible when such products are reached to that particular client through marketing (Guang Shi et al. 2012). There are innumerable products are available in the market for provide service. It is the responsibility of the researcher to highlight the unique aspects of the product which make secular than existing product and create an interest in the customer’s mind, which will help the selling record in the later stage.

Service Blueprint

Service blueprint gives the way of improvement of operation management. Because it signifies the procedures involving in the system, differentiates fault areas where system would behave abnormally, builds a timeline in which the service is given and discusses the capable profitability by forming standards of execution of time, which isolate those businesses which are not profitable and which manage production (Al-Najem et al. 2012). The learner imagines that employees of a company will deliver services to the customers for achieving the targeted goal of the company and increase customer loyalty through service delivery.

The blue print of service process includes

Customer Actions: Several choices, steps, interactions and activities are included in the customer works in the process of consumption, evaluation and purchase of the task. Therefore, the employees need to understand the customer requirement what they wants from the company. That will help them to satisfy the customers’ need.

Action of Front stage employee: Steps and tasks that employees work those are noticeable to customer (Dror & Sukenik, 2011).

Offstage employee actions: Steps and actions that take place behind the view to support front stage activities.

Support procedures: goes through some inner processes, steps and interactions that obtained for giving support to the employees contacted to deliver the task.

Service Blueprint Chart for HS Food Supplier:

Figure: Blue Print diagram

(Source: Created by Author)

Hence, a discussion has made regarding the blueprint chart drawn above. Now the question is what would be the first thing to do make a planning for service delivery system in the context of, H.S Food Supplier. The first step would be to check the orders that is to view the queue of the service request from customers that is how many orders have come, from where the delivery would be made, what kind of food, they have to prepare etc. After that, priority should be maintained in a FCFS (First Come First Served) manner (Wildgoose et al. 2012). The customers who have given order first would get the chance to be served by his desired dish. Therefore, requirements would be fulfilled in first place. Then H.S Food Suppliers need to analyze the order that is what kind of food they need to prepare. After analyzing it, they have prepare the dish according to the order placed by the customer and should make some twists in the dish so that it becomes more attractive to the customer. If the food is prepared then they need to evaluate the quality of the food that means the food is presentable rather it matches with the customer requirements or not (Watson, 2013). If result of the test comes positive then the food is ready to be delivered to the customers. There should an option where customer can give comment according to their liking or disliking the service. H.S. Food Suppliers should keep the complaints in their mind for the future assessment of their services.

Service Delivery System

After determining the operating strategy of a service organization, it is needed to construct a service delivery system for supporting the operating strategy. Capacity defined as the rate of output that is received from the task. It is measured in output unit per time unit. For example, the number of people came in a restaurant for lunch at noon, the numbers of rooms, which are to be sold on a particular night etc. The manufacturing potentiality of tourism and the organizations like hospitals is linked with,

• Physical advantages like, the number of conference rooms in any hotel, number of guest rooms, and their range and size
• The things, which are noticed in the physical advantages, viz. number of oven in kitchen.
• The personnel available

These are the key factors, which will affect the ability of the organization for capacity management with respect to the demand.

There are several serving protocol for providing services. Employees must do a Reservation to book a request for some service to be delivered. Then the request that has come first will be served first so that customer can get the best service. It is known as First Come First Served (FCFS). According to the FCFS a Priority queue will be made.

There is a necessity to make sense about the factors that may generate the need for a fixed service at a fixed time and to notify the capacity methods that could be executed to maintain the need. There are actually two potentiality management mechanisms that can be utilized in either of both ways i.e., in combination or independently.

• Change the potentiality to follow changes in need. Sometimes it is referred to as ‘chase need’ methodology and can be got by, as an example, variation in the number of workers and the time they work; transmitting sources from one section to other; efficiency improvement; involving the customer in the service delivery; changing layout areas, utilizing sharing or renting facilities or sub contractors.
• Influence and manage the need for the tasks (Talib et al. 2011). Example; this is achieved by changing price; the use of queuing systems and reservation, developing complementary services.

Although the important thing is to realize is that, each method has various trades off, like service level versus costs. These are required to understand and then assessed before the methodology is functioned.

Service employee management

The service provider in a service is the most integral and important aspects of an organization. The growth and prospect of the organization depends the ability of the employee of the company. An organization should develop strategic and tactical employee management solutions that help company to save time and money attract and retain talent and reduce employer’s liability (Piligrimien, 2012). It is important to avoid brain drain for any staff in an organization (Lovelock, Patterson & Wirtz, 2014). Therefore, in that case, management should give the employee training and development program in a regular basis and staff retention process should be followed. The performance of the company is directly or indirectly depends on the employee’s mental and creative satisfaction in their work place. Nevertheless, the working environment also plays a huge role in this discussion (Wagner & Bode, 2014). There are many tools by which management can deal these issues smoothly, ie performance benefit schemes, rewards, flexibility in work, training and development program etc.

The appraisal of performance is important for providing the report of the performance of their staff through identifying critical performance objectives for the all employees, which are related priority requirement of the organization and reviewed on a fixed time limit (Ostrom et al., 2010).  The performance management tool include three parts: a work planning and performance review system (WPPR), a guideline for developing performance strategy and a guide for developing work description.

Sometimes it is important for the performance manager to handle in the workplace. For instance, in cultural organization people are employed in with artistic, creative skills, some with business skills. So keep it in mind and build the constructive criticism is important for the well-being of the company performance (Talib et al. 2011). The most effective way for evaluating performance is to give continuous feedback and find the issues as they arise, not to postpone for later period. Therefore, the annual review meeting is important for any service process.

Interaction between the management and the employee in a regular interval is important for handling management issues like agitation, strike etc. In this process, the company can solve the problem and take the right decision for betterment of the organization. In short, service employee management is the essential element for service process for any company (Meena et al. 2012).

Quality management measures

One of the most widely identified measures of service quality, which can be applied over a huge range of service types. Service quality, perceived by consumers, is resulting from a differentiation of consumer’s needs of a task to their perceptions of implementation of the task. Levels of expectations are higher than the service performance will give suggestion regarding comparatively lower level of qualities and vice versa (Tseng & Wu, 2014). Moreover, the degree of comparison between perceptions of implementation and expectations will relate to the degree of quality of service, which perceived.

Lee and Hing looked at the utility of SERVQUAL instrument in a measurement. They convey a very important question i.e., if once the attributes of products are properly recognized and understandable, service providers would be in higher position to predict customer demands rather than reacting to dissatisfaction of customers. That means, recognizing customer demands is the first procedure of making an assurance, rather than controlling and approaching quality management service (Lynch et al. 2012).

Probably, the most active ways of making prominent the importance of quality of services is to notify the costs added with the bad service quality. The different costs added with bad quality of services external and internal costs. Internal costs are the expenses of rectification that points before they go to the customer, like wrong food prepared in kitchen. Moreover, they rectify that depression of workers in companies giving bad quality of services, which leads to more employee turnover with all the expenses associated with it (Kohtamäki et al. 2013).

External costs of bad quality are those qualities, which take place when the firm of service tries to detect bad jobs which customer receives. For an example of passengers of airline, who have been strike from their flights for over booking, are being given back free flight tickets. It is not very tough to notify other kind of compensations that are expensive given to customers for bad tasks.

Conclusion

This service process report overview the key elements which will provide an idea how to construct the service vision framework in an organization focusing the important role of service personnel in workplace and monitor the whole service procedure by constant research and development following the above mentioned details.

References

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