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Service Management Paper - Essay Example

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Service management Table of Contents Introduction 3 Service Process 4 Service People 6 Resource Allocation 8 Conclusion 10 References 12 Bibliography 13 Introduction The present dynamics of the business environment has rendered a situation of intensive competition among the market players with regards to the saturation of markets and presence of large number of competitors…
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Service Management Paper
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Download file to see previous pages The aspect of services marketing involves greater challenge considering the intangible nature of the offering. Efficient service management includes not only handling the regular aspects of the product mix but to also effectively manage the aspects of People, Process and Physical Evidence that are the most critical aspects of service marketing (Jack, 2005, p.177). In order to remain sustainable and profitable in the market it is very essential to create a distinction in these aspects in order to emerge as a formidable player in the market. Business organizations are spending huge amounts of monetary as well as human resources to analyse the gaps in the service delivery and consequently formulate a service mix that seeks to create a favourable distinctive image of the brand in the minds of the target market audience (Ellwood, 2002, p.44-45). The present study would analyse the crucial service marketing aspects of process, people and resource allocation in case of Virgin Trains so as to have a batter and practical understanding of the importance of these aspects in ensuring profitability and long term sustainability in a service oriented organization in the turbulent and competitive business environment. Service Process Process is a very important part of the service delivery mechanism for any business organization. It signifies the actual manner and the entire back end operations that are in place right from a sales call to the final closure of a deal. Virgin Trains is one of the most popular rail companies in UK offering customers with a service of train travel from one destination to another across UK. The company in association and collaboration with players like Alstom and Bombardier provides excellent rail travel options to link various places across UK in a fast and convenient manner. Led by the legendary Richard Branson, the UK based group draws its competitive edge owning to its excellent service delivery mechanism that offers customers with a volley of services with high quality in the delivery (Virgin Rail Group, n.d.). The service delivery process at Alstom is highly innovative and backed by superior technology that gives fast, reliable and convenient support to the consumers. Innovations in technological aspects include presence of a bi directional mechanism for signalling that enables trains to move in either direction using a single tract without chances of collision. In addition to this the service process also involves use of a Public Performance Measure that is a tool that helps keep control over the timings of the train. This tool helps keep an efficiency level on the arrival time and delay of the trains ensuring that customers arrive at their destination on time. Other technological aspects include presence of a block based joint that helps generate additional safety in the running of trains. The company in 2008 also introduced the Virgin High frequency communication device system that helps in improving the communications part of the company with regards to transfer of information in a fast and accurate method. The company also has created ease for customers by having an online portal that helps customers to book their tickets from the web directly. Customers have flexible and multiple payment options that help ...Download file to see next pagesRead More
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