intro - managing a service enterprise

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    MANAGING A SERVICE ENT

    INTRODUCTION & ROLE OF SERVICES IN THE

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    MANAGERS

    Manaarerespo

    #or o$peopper#o$%ese#(n)$

    Ser*)e+o!sre,(re$e)%n)a"s-""s $oper#or'

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    SERVICE

    Conss$s o#. n$era)$ons Transa)$ons

    Res("$ n re"a$ons%psa'ong )(s$o'ers an/s$a0 'e'!ers

    1%)% s )a""e/ 22222222222222222C(s$o'er re"a$ons%ps

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    C(s$o'er Re"a$ons%ps

    C(s$o'er re"a$ons%ps 'a3 !e'eas(re/ !3 $o #a)$ors4 Intimacy5 $%e n$ens$3 o# $%e

    n$era)$ons Duration6 $'e spen$ $% $%

    )(s$o'ers

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    Hg%

    Lo

    Int

    ima

    cy

    Duration

    (s o'er er* )eRe"a$ons%p Mo/e"

    Re$a"

    F(""Ser*)e

    Res$a(ra

    n$E*en$P"anner

    Ar"ne

    F("" SerHo$e

    Cr(L(7Ho

    P%3s)an

    L'$eSer*)Lo/gn

    8SRs

    Re$a"E*en$ P"annerL'$e/ Ser*)eLo/gng8SRsCr(se L(7(r3 Ho$e"P%3s)anF("" Ser*)eRes$a(ran$F("" Ser*)e Ho$e"

    Ar"ne

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    T%e Hosp$a"$3 In/(s$r3

    I$ n)"(/es ser*)es n $%e area"o/gng9 #oo/ ser*)e9 $ra*e"9 $o(re)rea$on9 en$er$an'en$9 pers

    %ea"$% an/ :$ness9 a$$ra)$ons9 se*en$s9 'ee$ngs an/ )on*en$on%)% $%e )o'p"e7$3 o# !o$% n$

    an/ /(ra$on are *er3 %g%

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    Mo'en$ o# Tr($%

    In )(s$o'er ser*)e9 ns$an)e o# )onn$era)$on!e$een a )(s$o'eran/;$%ro(g% a pro/()$9 sa"es #or)e9 or *

    g*es $%e )(s$o'er an oppor$(n$3 ;or )%ange< an 'pressona!o($ $%e

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    INTERNAL VS4 E=TERNAL CUSTO

    E7$erna" C(s$o'ers 6 An e)(s$o'er s so'eone %o (se)o'pan3>s pro/()$s or ser*)es !(

    par$ o# 3o(r organ?a$on4 In$erna" C(s$o'ers 6 An

    )(s$o'er s an3 'e'!er o#organ?a$on %o re"es on ass

    #ro' ano$%er $o #(":"" %er +o! /($e

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    SERVICE VS4 SERVITUDE

    S$ear/s%p /es)r!es $%e n$rns) "ea/ers $o pro*/e ser*)es $o $%er #e*er3/a3 $%o($ !eng as-e/ #or asT%e3 /o $%s !e)a(se $%e3 are )on)ern

    $%e e"#are o# $%ose n/*/(a"s $% %n$era)$4

    A pa$% o# SERVICE s a CHOICE 1E MA@one o# SERVITUDE s FORCED UPON US4

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    MANAGEMENT

    Manage'en$ s $%e a))o'p"s%'en$ oorgan?a$ons o!+e)$*es $%ro(g% $%ea)$*$es o# o$%ers4

    An organ?a$on s a )o""e)$on o# n/*!ro(g%$ $oge$%er $o a)%e*e a )o''ogoa"so!+e)$*es4 I$ s 'a/e (p o# peoppro*/e goo/s an/ ser*)es $o )(s$o'

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    ORGANIATIONAL CULTURE AND C

    S%are/ *a"(es A$$$/es Be"e#s

    T%ese o("/ )a(seor-ers $o engage n!e%a*ors $%a$ are)onss$en$ $% $%ee7pe)$a$ons or nor's o#

    $%a$ organ?a$on

    Opnonn/*/(

    )on)ernnorgan?a$)("$(r

    ORGANIZATIONALCULTURE CLIMATE

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    roa a egor es oE'p"o3ees

    Pro/()e pro/()$san/or ser*)es

    an/or /re)$"3genera$ere*en(es #or $%eorgan?a$on4

    Per#or' $as/($es an/

    respons!"n$en/e/ $os(ppor$ $%eor-ers4

    Line Workers Staf Workers

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    MISMANAGEMENT

    Ms'anage'en$ o))(rs %en'anagers pro*e $o !e neg"gen$ n'anagng $%e en$erprse $o areasona!"e s$an/ar/4 A($o)ra$) Manage'en$

    E'p"o3ee T(rno*er *s4 E'p"o3ee Re$en

    an/ So(n/ Lea/ers%p

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    Sen

    or

    M//"e

    S(per*sor

    P"annng

    Organ?n

    C

    Con)ep$(a"

    In(en)ng

    Te)%n)a"

    MANAGEMENT S@ILLS MANAGEMENT FU

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    CHOOSING THE BEST PLACE TO PUT UP YOUR DREA

    SERVICE BUSINESS LOCATION