Service Culture

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Presented By
Dr. Niraj Chaudahri
Assistant Professor,
Sanjivani College of Engineering ,
Dept.of MBA,
Kopargaon
1
Sanjivani College of Engineering, Kopargaon
Department of MBA
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Service Operation Management-I
Service Culture

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Service Culture
• A service culture exists when you motivate
the employees in your organization to take
a customer-centric approach to their
regular duties and work activities.” “
• We define service culture as a shared
purpose where everyone is focused on
creating value for others inside and outside
the organization

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Service Culture for
1.Top management
2.Middle management
3.Frontline staff
4.Customer

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Element of Service Culture
• Service mission
• Products and services
• Employee role and expectation
• Policies and procedures
• Management support
• Motivation and rewards
• Training
• Service delivery system

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Element of Service Culture

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Important of service culture
• Competition
• Values
• Loyal customer
• Advertising
• Consistent quality improvement

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Empowerment
• According to Thomas bateman & scott snell
“empowerment is the process of sharing power with
employee”
• According to Richard “ Empowerment is the process
coming to feel and behave as if one is in power and
feel as he/she owned the firm.
• According to Newstrom and Devis “Empowerment is
the process that provide greater autonomy through
the sharing information and provision of control over
factor affecting job performance “

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Strategies of Employee Empowerment
• Delegating authority
• Expanding skills
• Employee input
• Open-door policy
• Team building
• Communication
• Proactive company culture
• Clarity and trust
• Friendly environment

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Control system in industry
1.Belief control system
2.Boundary system
3.Diagnostic control system
4.Interactive control system

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Customer Relationship Management (CRM)
• According to Gartner “CRM is a business strategy
designed to optimize profitability, revenue and
customer satisfaction”
• According to Parvatiyar and sheth “ CRM is
competitive strategy and process of acquiring
,reacting and partnering with customer to create
superior value for the company and the customer”

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Types of CRM
• Operational CRM
• Analytical CRM
• Collaborative CRM

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Role of CRM
• Handling customer issue
• Study on future course of action
• Helping top management in decision making
• Helping in expansion of business
• Attracting and retaining customers
• Help in reducing cost
• Providing customer feedback
• Providing information of competitors

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Advantage Of CRM
• Increased Sales
• Increased customer satisfaction
• Increased customer retention and loyalty
• Customer knowledge
• Customer self service

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Disadvantage of CRM
• Required top management support
• Confusion
• Problems in implementation
• Missing customer
• Training of frontline staff