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Services Management - Essay Example

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This paper explores how the effective management of service processes, service people, and resource allocation and utilization affects the performance of sample service business, the Virgin Trains. …
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Services Management
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Download file to see previous pages For Virgin Trains and any other business for that matter, to realize improved service delivery and performance emanating from effective service process and people management, it is imperative that the business’ processes are aligned with the wants, needs, preferences, and tastes of its clients and employees. Such an alignment is quite an effective approach in promoting business effectiveness, efficiency, flexibility, technology use, and innovativeness. In addition, there should be a continuous attempt by the company to improve its processes. In other words, the firm should adopt a "process optimization process." This approach replaces the functionally focused and traditionally hierarchical management approaches that most businesses practice with more effectiveness and capabilities to generate revenues and reduce costs. Importantly, Virgin Trains ought to regard its service processes, service people, and resources as strategic assets, which must be well managed, understood, and constantly improved to help the business add value to its products and services. Finally, Virgin Trains may adopt sound process governance in which it would allocate its processes and work towards realizing its objectives in both its operational and progress-related sections. ...Download file to see next pagesRead More
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