Operation Management techniques in service organisation - Essay Example

A few of the theories that have been included in this study include Schmenner’s theory. In his theory he has classified the types of service industries as well. The main argument of this study has been the importance to customer relationship and how this forms the base of success of service industry as a whole. The study has shown the most essential aspect of the success of the business is mainly customer contact and a low degree of differentiation. The major finding also indicate that companies that are innovative but do not have a good relationship and contact with the customers are relatively not as successful as that of companies with better contact with customers.

It is essential to understand and as has been discussed by the author as well, there is a vast difference between the manufacturing industry and the service industry and the tactics of one cannot always be useful for the other. Also the lack of knowledge of what would work on retaining customers could cost the companies a great deal of the market as well. The research that has been conducted has been based on a few of the authors. The various other researches which have also been mentioned like Verma (2000), Wright & Mechling (2002) are also very reliable and well designed researches.

The research has been strong with a strong link to the literature review and the theories of operations management. The one theory which is acceptable in this research is Schmenner’s typology. The choice of authors is appreciated due to the strong research and contributions that these authors have made to the field of operational management. The main positive aspect of the writing of these authors is the simple and straight forward application and explanation that they provide. Also although they do deal with some extremely important elements of the subject, it is clear that they understand the needs of students