Vision,Mission,Strategy and Leadership.


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Vision,Mission,Strategy and Leadership.

  1. 1. -SERVICE MANAGEMENT-<br />Vision, Mission and Strategy & Leadership<br /> - Sonia verma<br />
  2. 2. Contents<br />Service management.<br />Vision.<br />Mission.<br />Distinguish.<br />Strategy.<br />Case lets.<br />Service Leadership concepts.<br />
  3. 3. Overview<br />Service Management: is monitoring and optimizing a service to ensure that it meets the critical outcomes the customer values and stakeholders want to provide.<br />Vision: “A description of something that is an organization, a corporate culture, a business, a technology or any activity in future.”<br />*Service Vision*<br />
  4. 4. Benefits of having a vision:<br />1) long tern thinking.<br />2) risk taking and experimentation.<br />3) competitive, original and unique.<br />4) common identity & sense of purpose.<br />5) direction for the organization.<br />6) inspiring and exuberating.<br />7) idealistic.<br />8) unique & distinctive.<br />9)Practicality.<br />10)encourages commitment from the employees.<br />
  5. 5. Example of Vision Statements:<br /><ul><li>Nokia : Connecting people.
  6. 6. Mc. Donalds: To be the world best quick service restaurant.</li></ul>Other Companies:<br /><ul><li>TCSJRDTATA:
  7. 7. Kingfisher Airlines:
  8. 8. Infosys:
  9. 9. Wipro’s Vision:
  10. 10. Google</li></li></ul><li>Vision and Mission:<br />
  11. 11. Mission<br /><ul><li>Definition – </li></ul>Hunger and Wheeler:-<br /> “Mission is the purpose or reason <br />for the organization’s existence.”<br /><ul><li>Essentials of a Mission statement:</li></ul>Key Market<br /> Contribution<br /> Distinction<br />
  12. 12. Courtyard Marriott:<br />To provide economy and quality minded travelers with a premier, moderate priced lodging facility which is consistently perceived as clean, comfortable, well-maintained, and attractive, staffed by friendly, attentive and efficient people“ <br />Mc. Donald’s<br />To provide the fast food customer food prepared in the same high-quality manner world-wide that is tasty, reasonably-priced & delivered consistently in a low-key décor and friendly atmosphere."<br />
  13. 13. Example:<br /># 3 Essentials<br />Mc. Donald's:<br />Key Market: The fast food customer world-wide.<br />Contribution: reasonably-priced food & high-quality.<br />Distinction: low-key décor and friendly atmosphere.<br />Courtyard Marriott:<br />Key Market: economy and quality minded travelers.<br />Contribution: moderate priced lodging.<br />Distinction: Leisurely ambience.<br />
  14. 14. Characteristics:<br />Feasible<br />Precise<br />Clear<br />Motivating<br />Distinctive<br />Strategy<br />Accomplishment of objectives<br />Mission<br />
  15. 15. Benefits:<br /><ul><li>Defines the actions and goals.
  16. 16. measure your current reality and your progress.
  17. 17. Allows you to evaluate your values.
  18. 18. To communicate the direction of the organization.
  19. 19. To help make day-to-day operating decisions.
  20. 20. To keep the organization focused.
  21. 21. To motivate employees.</li></li></ul><li>Examples of mission statements:<br />Wal-Mart - “To give ordinary folk the <br />chance to buy the same thing as rich people.“<br />2) Walt Disney - "To make people happy.“<br />3) PEPSI - "Beat Coke“<br />4) HONDA - "We will crush, squash<br />and slaughter Yamaha“<br />5) NIKE - "Crush Reebok"<br />
  22. 22. Distinguish:<br />
  23. 23. Strategy<br />What is strategy?<br />Strategy is a plan, a "how," a means of getting from here to there.<br />Strategy is a pattern in actions over time; for example, a company that regularly markets very expensive products is using a "high end" strategy.<br />Strategy is position; that is, it reflects decisions to offer particular products or services in particular markets.<br />Strategy is perspective, that is, vision and direction.<br />
  24. 24. Types of strategies<br />1) Corporate Level Strategy<br /> Reach –<br /> Competitive Contact -<br /> Managing Activities -<br />Business Interrelationships -<br /> Management Practices -<br />2) Business Unit Level Strategy<br />3) Functional Level Strategy<br />4) Service strategy<br />
  25. 25. Case lets:<br />Service Strategy volume provides guidance on how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. <br />Pizza hut’s Hot-Dot promise.<br />Textron Inc.<br /> Aircraft – 32% of revenue<br /> Automotive – 25% of revenue<br /> Industrial – 39% of revenue<br /> Finance – 4% of revenue<br />
  26. 26. Concepts:<br /><ul><li>Service leadership: is the culture that empowers the organization to strategize its promises, design its processes & engage its people in a pro active quest for competitive advantage.
  27. 27. Service leaders: are those firms that stand out in their respective markets & industries.
  28. 28. Service leadership and sustainable competitive advantage refers to making a place for your business in the market through effective leadership and thereby gain a long run competitive advantage over other players in the market.</li></li></ul><li>Service Leadership:<br />Personal Needs:<br />Personal Needs:<br /> Past Experience:<br />Word-of-Mouth Communications:<br />Explicit Service Promises:<br />Implicit Service Promises:<br />Self-Perceived Service Role:<br />Perceived Service Alternatives:.<br />Situational Factors: <br />Sustainable Competitive Advantage:<br />Cost advantage:<br />Value advantage:<br />
  29. 29. Essentials of Service Leadership<br />The Six Dimensions of Service Leadership:<br />1. Vision & Values<br />2. Direction<br />3. Persuasion<br />4. Support<br />5. Development<br />6. Appreciation<br />
  30. 30. SERVICE LEADERS & CHARACTERISTICS.<br />1. Service Vision<br />2. High Standards<br />3. in the field Leadership Style.<br />4. Integrity<br /><ul><li>Additional characteristics:</li></ul>(a) Concern of Customers<br />(b) Use Technology to Promptly Serve Customer<br />(c) Involve Customers in Organization Growth:<br />(d) Flat Organizations<br />(e) Training of Employees<br />
  31. 31. Service Leadership Scale Dimensions:<br />1) Approachability:<br />2) Empathy/Caring:<br />3) Flexibility:<br />4) Friendliness:<br />5) Humility:<br />6) Professionalism<br />