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A CRITICAL ANALYSIS OF THE IMPLEMENTATION OF LEAN PRINCIPLES IN THE
SERVICE INDUSTRY The operational systems of organizations can be viewed as open systems,
which interact with their respective environments on a continuous basis. In this context, these
systems comprise synergetic and interdependent subsystems of input, process and output with the
main objective of these systems being to efficiently and effectively deliver goods and/or services to
their demanding customers (Yasin and Wafa, 2002). Confronting the challenges of global
competition, companies have to reduce costs, improve quality, and meet their customers' ever–
changing needs (Canel et al., 2000). Even though lean techniques were developed for the
manufacturing firms and ... Show more content on Helpwriting.net ...
However, Chase et al (1998) identified lean themes as total visibility; respect for people; flexibility;
continuous improvement (kaizen); synchronisation and balance; responsibility for the environment
and a holistic approach. These two are similar as one must have respect for people while specifying
value by putting their needs into consideration, the value stream needs to be identified and made to
flow continuously and this can be achieved through synchronisation and balancing, the pull system
depicts the flexibility approach and lastly both emphasize continuous improvement. The lean
principles can be applied to service operations, as service operations are "organized systems of
production processes" with the same potential for improvement through implementation of lean
precepts as manufacturing operations (Benson, 1986 in Duclos et al., 1995). Manufacturing employ
processes that add value to the inputs used in creating final products, which is in a way similar to
services (Canel et al., 2000). Silvestro et al. (1993) classified service processes into three major
headings of professional, service shop and mass. These three majors headings are further classified
into six different dimensions of equipment/people focus as the main element of the service delivery
is provided by equipment or people; customer contact time per transaction; the
... Get more on HelpWriting.net ...
A Critical Analysis Of The Implementation Of Lean...
The Food Service Industry
The food service industry is one of the biggest and most active industries in the world and while
growth is limited, there is still room for improvements. The industry's full–service chain segment
reached near saturation point in January 2011 (Heskett & Luecke, 2011). Big name–brand chains in
this field are looking at expansions overseas, while smaller regional chains are looking for other
domestic avenues which they can pursue for continued growth. Porcini's Inc. is considering
expanding its full–service chain business. However, the company's resources and brand recognition
limits how far they can go. For that reason they are looking at domestic growth rather than overseas
expansion. They are looking at opening up Porcini's Pronto, ... Show more content on
Helpwriting.net ...
The Pronto concept stores would be located on interstate highways in hopes of garnering the interest
of travelers who value quality, food service and time. Additonally, these restaurants needed to placed
in areas where there are no other competitors close by. This strategy would help Porcini's brand have
a greater chance of becoming widely recognized.
Porcini's Inc. top Chef was asked to develop a menu that would be less expensive and less far–
reaching than the company's lead restaurant. Like previously mentioned, Pronto will be targeting
travelers, so it is necessary that each location is fast–paced, so as to not keep customers waiting. To
meet this need, Porcini's strategy is affixed to having the right people, they should have "customer
service baked in", making sure they are asking and review customer experiences and implementing
technology to speed up service.
Since they are limited in brand recognition and are limited in capital, they have come up with
several different strategies to expand. They need to pick from three different strategies; company
owned and operated Porcin's Pronto, franchising and/or syndication. Pronto would like to choose a
strategy that can offer quality to travelers, but not affect the profitability and without jeopardizing
the company's reputation for excellent food.
Problem Statement
Porcini's Inc. must determine what type of strategy, it must use to expand it's business to another
segment
... Get more on HelpWriting.net ...
A Critical Analysis Of The Implementation Of Lean...
The Quick Service Food Industry
Americans love efficiency, and they love to eat, thus, the reason for the quick service food industry
(QSR). The restaurant industry has been slightly unstable as the economy climbs out of recession,
and families' slowly gain income to allow for a night to dine out. As a whole, the restaurant industry
– everything from full service to fast food – accounts for 47% of this year's food dollar share, while
supermarkets claim the majority, accounting for 53%. Within the restaurant industry, fast food
restaurants were the only sub industry to show positive guest traffic in the first quarter with a .8%
increase, as compared to 2013.
Because QSR is an oligarchy industry – a few companies dominate the market: McDonald's, Chick–
fil–a, Burger ... Show more content on Helpwriting.net ...
Of the companies that have experimented with this concept, they have found success in frequently
changing the deals offered. Moreover, these deals offered by the restaurants encourage the consumer
to purchase more while at the store; same–store sales in fast food restaurants increased 1.6% in
January of 2014, and 3.2% by April. Still, the industry is experiencing pressure from lack of sales,
and to counteract this, McDonalds' CEO, Donald Thompson, and CFO, Peter Bensen, announced in
April 2014 that the company will be cutting costs in factors of production, but no specifics were
released. Yum! Brand doesn't feel the heat with their worldwide sales growth of 4% in the 1st
quarter of 2014; their brands include KFC, Taco Bell, and Pizzahut. Other chains are searching for
alternatives to expand their companies and increase profit. Panera Bread and Chipotle have ventured
into the catering industry, which at the fast food level has few competitors. They now offer their
products in large quantities for events, and Chipotle even offers a customizable option – no salsa on
your burrito, no problem. Chipotle implemented this idea in January of 2013; as of May 2014
they've seen comparable sales grow 13.4%. Some chains took an alternative approach to increase
sales by selling branded goods; for example, Dunkin Donuts sells their brand of coffee, as does
Starbucks.
Many companies are still healing from the blow of the 2008 recession.
... Get more on HelpWriting.net ...
A Critical Analysis Of The Implementation Of Lean...

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A Critical Analysis Of The Implementation Of Lean...

  • 1. A Critical Analysis of the Implementation of Lean... A CRITICAL ANALYSIS OF THE IMPLEMENTATION OF LEAN PRINCIPLES IN THE SERVICE INDUSTRY The operational systems of organizations can be viewed as open systems, which interact with their respective environments on a continuous basis. In this context, these systems comprise synergetic and interdependent subsystems of input, process and output with the main objective of these systems being to efficiently and effectively deliver goods and/or services to their demanding customers (Yasin and Wafa, 2002). Confronting the challenges of global competition, companies have to reduce costs, improve quality, and meet their customers' ever– changing needs (Canel et al., 2000). Even though lean techniques were developed for the manufacturing firms and ... Show more content on Helpwriting.net ... However, Chase et al (1998) identified lean themes as total visibility; respect for people; flexibility; continuous improvement (kaizen); synchronisation and balance; responsibility for the environment and a holistic approach. These two are similar as one must have respect for people while specifying value by putting their needs into consideration, the value stream needs to be identified and made to flow continuously and this can be achieved through synchronisation and balancing, the pull system depicts the flexibility approach and lastly both emphasize continuous improvement. The lean principles can be applied to service operations, as service operations are "organized systems of production processes" with the same potential for improvement through implementation of lean precepts as manufacturing operations (Benson, 1986 in Duclos et al., 1995). Manufacturing employ processes that add value to the inputs used in creating final products, which is in a way similar to services (Canel et al., 2000). Silvestro et al. (1993) classified service processes into three major headings of professional, service shop and mass. These three majors headings are further classified into six different dimensions of equipment/people focus as the main element of the service delivery is provided by equipment or people; customer contact time per transaction; the ... Get more on HelpWriting.net ...
  • 3. The Food Service Industry The food service industry is one of the biggest and most active industries in the world and while growth is limited, there is still room for improvements. The industry's full–service chain segment reached near saturation point in January 2011 (Heskett & Luecke, 2011). Big name–brand chains in this field are looking at expansions overseas, while smaller regional chains are looking for other domestic avenues which they can pursue for continued growth. Porcini's Inc. is considering expanding its full–service chain business. However, the company's resources and brand recognition limits how far they can go. For that reason they are looking at domestic growth rather than overseas expansion. They are looking at opening up Porcini's Pronto, ... Show more content on Helpwriting.net ... The Pronto concept stores would be located on interstate highways in hopes of garnering the interest of travelers who value quality, food service and time. Additonally, these restaurants needed to placed in areas where there are no other competitors close by. This strategy would help Porcini's brand have a greater chance of becoming widely recognized. Porcini's Inc. top Chef was asked to develop a menu that would be less expensive and less far– reaching than the company's lead restaurant. Like previously mentioned, Pronto will be targeting travelers, so it is necessary that each location is fast–paced, so as to not keep customers waiting. To meet this need, Porcini's strategy is affixed to having the right people, they should have "customer service baked in", making sure they are asking and review customer experiences and implementing technology to speed up service. Since they are limited in brand recognition and are limited in capital, they have come up with several different strategies to expand. They need to pick from three different strategies; company owned and operated Porcin's Pronto, franchising and/or syndication. Pronto would like to choose a strategy that can offer quality to travelers, but not affect the profitability and without jeopardizing the company's reputation for excellent food. Problem Statement Porcini's Inc. must determine what type of strategy, it must use to expand it's business to another segment ... Get more on HelpWriting.net ...
  • 5. The Quick Service Food Industry Americans love efficiency, and they love to eat, thus, the reason for the quick service food industry (QSR). The restaurant industry has been slightly unstable as the economy climbs out of recession, and families' slowly gain income to allow for a night to dine out. As a whole, the restaurant industry – everything from full service to fast food – accounts for 47% of this year's food dollar share, while supermarkets claim the majority, accounting for 53%. Within the restaurant industry, fast food restaurants were the only sub industry to show positive guest traffic in the first quarter with a .8% increase, as compared to 2013. Because QSR is an oligarchy industry – a few companies dominate the market: McDonald's, Chick– fil–a, Burger ... Show more content on Helpwriting.net ... Of the companies that have experimented with this concept, they have found success in frequently changing the deals offered. Moreover, these deals offered by the restaurants encourage the consumer to purchase more while at the store; same–store sales in fast food restaurants increased 1.6% in January of 2014, and 3.2% by April. Still, the industry is experiencing pressure from lack of sales, and to counteract this, McDonalds' CEO, Donald Thompson, and CFO, Peter Bensen, announced in April 2014 that the company will be cutting costs in factors of production, but no specifics were released. Yum! Brand doesn't feel the heat with their worldwide sales growth of 4% in the 1st quarter of 2014; their brands include KFC, Taco Bell, and Pizzahut. Other chains are searching for alternatives to expand their companies and increase profit. Panera Bread and Chipotle have ventured into the catering industry, which at the fast food level has few competitors. They now offer their products in large quantities for events, and Chipotle even offers a customizable option – no salsa on your burrito, no problem. Chipotle implemented this idea in January of 2013; as of May 2014 they've seen comparable sales grow 13.4%. Some chains took an alternative approach to increase sales by selling branded goods; for example, Dunkin Donuts sells their brand of coffee, as does Starbucks. Many companies are still healing from the blow of the 2008 recession. ... Get more on HelpWriting.net ...
  • 7. Facilities Management in the Service Industry This essay revolves around the critical evaluation of theories relating to management of accommodations and facilities that can be utilised to help hotels design efficient and effective processes. The key concepts such as process, efficiency, and effectiveness will be discussed while justifying the methods of process analysis or design which will be highlighted in this essay. All these topics will be critically evaluated in order to incorporate the operations management concepts of quality, in the application of accommodation and facilities to add value and deliver efficient and effective quality customer–centric services. Accommodation and facilities management is a complex social system which cannot be explained in terms of a simple ... Show more content on Helpwriting.net ... Hence, service quality should be seen as an on–going process (Pallet et al, 2003) and the above QFD model helps incorporate guests view and take into account the heterogeneity and complexity of the hospitality experience which was not evident in the previously built models. At the operations management (OM) level, an output–based model of seven key result areas (KRAs) for the management of the service delivery system' can be used as the analytical framework, derived from Lockwood and Jones (1990) cited in Slack et al (2007). The managed KRAs are assets, employees, capacity (or customers), productivity, service, income (or control), and quality. Within each area of this model there are a range of alternative operational policies and procedures that might be adopted to reflect the type of hospitality business, its size, and its technology. For instance, yield management is an approach to managing capacity in hotels, especially large, chain properties (Jarvis et al., 1998); quality control is applied largely in quick service restaurants, whereas total quality management (TQM) has been applied to a few hotels, such as Ritz Carlton. Quality is not an absolute term. A product can be of high or low standard, yet still be of quality. For e.g. a small barely furnished guest room, with shared bathroom facilities is a quality product if it is perceived by the customers as fulfilling their needs for clean and comfortable overnight accommodation. However, such a ... Get more on HelpWriting.net ...
  • 9. Customer Service At The Real Estate Industry Essay 1. Introduction Internet is an important component in the development of real estate, and plays a key role in fierce on–line real estate sites competition. The concepts of customer–service are central to the success of on–line real estate companies. Existing research recognizes the critical role played by customer– service. Customer service in the real estate business is evolutionary, rather than revolutionary. One step forward is the simple realization that your current customers are potential gold–plated, low–cost ambassadors–the bottom–line lifeblood of your company. [Kathleen McKenna–Harmon, 2002] Surveys such as that conducted by Penny Patterson (2009) placed that Customer service at the center of the business and said: The needs of our customers were, and still are, paramount. Therefore, I think customer service is also at the heart of on–line real estate sites. On–line real estate services become a trend, as buyers can get listings based on the criteria they set with online computer real estate services. [Kerwin, Ann Marie ,1992] The main challenge faced by on line real estate companies is about how to gain customers through fierce websites information competition, I would like to add great importance to combining on–line and off–line customer service together to increase the trading numbers. My main reason for choosing this topic is personal interest. It is my experience of working in real estate companies that has driven this research. It is not easy for a company to ... Get more on HelpWriting.net ...
  • 11. Strategies to Empower Employees in Service Industries to... 1. Many companies in the service sector, large hotels and resorts for example, is implementing empowerment strategies to improve the quality of service provided to residents and guests. Search the internet for an example of such a company with particular emphasis on strategies used to empower front line staff. The basic source of providing competitive advantage and the customer satisfaction in the hotel enterprises is the employee. Empowerment applications play a significant role in increasing the employee’s productivity providing organizational efficiency. Interest in employee empowerment within the hospitality industry helps in gaining competitive advantage through improved service quality. Particularly, it has been determined ... Show more content on Helpwriting.net ... In a Learning Organization, change is seen as an opportunity to learn through problem solving. Shifting Focus; many agencies are changing their focus from a role of ensuring compliance to one of serving customers. A Learning Organization can ensure that there is a strategic alignment between customer needs, organizational goals, individual learning, and resource allocations. Eroding Knowledge Bases; the recent attrition of employees; reductions–in–force, and expected retirements are eroding the organizational knowledge bases. A Learning Organization fosters information exchange and captures expertise from all levels of personnel. Limited Training Resources; employee training budgets are shrinking while staff members have less time to attend formal training sessions. A Learning Organization can make use of alternative strategies that integrate learning into the workplace. These alternative methods cost less and are effective. Evolving Roles of Supervisors; Supervisors are assuming increasing responsibility for traditional human resource functions. In a Learning Organization, managers serve as teachers and each individual is empowered to be responsible for his or her own learning. It has become almost imperative to become a learning organization to survive as well as to succeed in the world of business today. There are limitless examples of companies following this behavior successfully, and Virgin group of industries is a ... Get more on HelpWriting.net ...
  • 13. Customer Service At The Cable Industry Customer Service In our extensive research on Time Warner Cable, we found out that Time Warner is one of the biggest names in the cable industry. On the other hand they are know to have notoriously bad customer service which in turn limits the amount of customers they bring in and increases the amount of customers that cancel their service. To deal with these problems we have come up with multiple marketing recommendations. In order to get rid of the reputation of bad service Time Warner has to advertise their new and improved customer service so that people will want to buy from Time Warner Cable. One way to start improving customer service is to offer online survey so that the customers know that their opinion is whats most important to Time Warner Cable. The survey will not just ask if their problems were solved or if the representative was good. It will ask in depth questions about what the customer thought about that particular representative. They also can give follow up surveys a few weeks after a phone call. These surveys will be there to see if the problem that the customer experienced is arising again and to make sure that there are no new problems. These surveys show that Time Warner Cable truly does care for the wellbeing of their customers. Along with surveys Time Warner Cable can also offer holiday specialties such as reduced prices for the holiday season. They can market this by saying that they understand that a lot of money is being spent on ... Get more on HelpWriting.net ...
  • 15. Jit in Service Industry Acknowledgement It is with overwhelming gratitude that I thank my lecturer, Mr. Harish, for giving me the opportunity to write a report on a challenging subject like 'Just–in–time in service industry'. I would also like to thank my parents for supporting me in the noble pursuit of knowledge. Special thanks to my beloved life partner who helped me in getting a lot of research material. I also express my thanks to the authors of the books which has helped me get a better outlook of the topic. I am also grateful to all those contributors whose valuable articles and experiences have enriched this report. The internet has also been a good source for my research. Finally, I would extend my sincere thanks to my room partner to help me with ... Show more content on Helpwriting.net ... These firms apply JIT to their total business. Droy stated that improving the manufacturing firm's information flow through application of JIT techniques can decrease a 10–12 week lead time to two weeks. Manufacturing firms produce "an object, a device, a thing" (Berry, 1980), while a service firm produces "a deed, a performance, or an effort". Service is almost intangible. Customers are often, involved in the production of a service, as can be seen in hotels, banks, airline industry etc. As a result, they are directly or indirectly in contact with the person providing the service. The quality of service cannot be always checked before its delivery unlike the manufacturing sector. But, the customers always have an expectation from the service they receive and this influences their perception of service quality. Finally, services cannot be stored and as the client is often involved in the service process, the importance of on time delivery becomes very crucial. The customer is not willing to wait for the service as he has many alternatives available. All these factors increase the importance of applying JIT techniques in service sector firms. Research Findings Applying JIT in services Applying JIT in manufacturing sector has being discussed in many research articles and business journals, but its application in the service sector was ... Get more on HelpWriting.net ...
  • 17. Industry Analysis Limited Service Eating Places Industry Part I – Industry Definition Limited–Service Eating Places Industry "Limited–Service Eating Places in the US" (NAICS 72221 and SIC 5812) is an industry that consist mainly of establishments that provide food service where customers usually order and pay for the items before eating. This industry, which accounts for more than one third of the entire restaurant dining industry, is categorized into three main segments (Bramhall). The first segment is limited service restaurants, which include drive thru and take out facilities. This segment currently has the largest market share. These establishments tend to specialize in limited menu items, such as hamburgers, pizza, sandwiches, and/or chicken (Basham 9). The second segment includes ... Show more content on Helpwriting.net ... Establishments can try to deliver a competitive advantage by ensuring quality service and reducing customer wait time. While barriers to entry for this industry are low, these barriers are continuously increasing. The industry consists largely of small independently owned establishments. This is further evident in the information provided later regarding the nature of the participants. Even though many large companies hold a decent amount of the market share, many small independently owned establishments account for the largest share at 79.63%. Entry into the industry is mainly done through franchise operations. According to the National Restaurant Association, small operators run more than seven of every 10 restaurants (Basham 19). This industry receives no government assistance and the level of regulation is high. Franchising operations are regulated through Federal and State Governments. A federal regulation that has greatly impacted this industry is the recent increase in minimum wage from $5.15 to $7.25. This of course means that the employment costs for establishments will significantly rise. In addition to this many states have enacted a minimum wage that is even higher than the federal rate. Currently seventeen states, including New York, New Jersey, Oregon and Washington, have enacted this regulation (Basham 17). And lastly, another compensation issue that continues to arise is the issue of healthcare. ... Get more on HelpWriting.net ...
  • 19. The Service Industry And The Janitorial Services Industry LCS Facilities Group is a business that operates out of Poughkeepsie, New York and offers a diverse set of services to the region. The services that LCS provides include cleaning institutions and Green cleaning. The wide range of services that LCS delivers funnel down into two different industries: the Landscaping Service Industry and the Janitorial Services Industry. The Janitorial Service industry, NAICS code 56172, provides services that include: "office cleaning, restaurant kitchen cleaning, residential cleaning, shopping center and mall cleaning and service station cleaning" 1. The other major industry that LCS Facilities occupies is the Landscaping Services industry, NAICS code 56173, that provides services including: "arborist ... Show more content on Helpwriting.net ... Therefore it should also be noted that a major risk that exists in the Landscaping Service Industry is its dependence on the health of other businesses consuming their services, and the economy overall. Potential risks in future for the Landscaping services industry also include the pricing of services. Customers may have greater ability to dictate prices of services and "as a result, average industry profit margins, measured as earnings before interest and taxes, are forecast to remain stable at 6.7% in 2020, despite increasing demand for industry products" 3. Another area of future potential risk is the common practice in the Landscaping Service Industry to use both legal migrant workers and undocumented laborers. H–2B is a certification program issued by the US Department of Labor that allows businesses in the Landscaping Service industry to hire noncitizens to work during busy periods. Since 2011 there have been disputes over the calculation of wages the result of which was "in March 2015, the entire program was halted temporarily after a federal court blocked DOL regulation on the H–2B." 3 The Department of labor started accepting applications for certification in early June. For businesses that use migrant workers there is a risk that the functioning of your business could be disrupted by legislation, which could have immediate impact on profit. Potential of ... Get more on HelpWriting.net ...
  • 21. The Effects of Market Orientation and Service Innovation... Abstract This study examines how market orientation affects a firm's service innovation and consequently, the firm's market and financial performance. The findings indicate that if firms use customer orientation, the firm is more likely to adopt incremental service innovation, while if a firm uses competitor orientation, the firm is more likely to adopt radical service innovation. Finally, incremental and radical service innovations lead to greater market performance and in turn, greater financial performance. 1 Introduction How service firms use market orientation has attracted great attention in innovation literature (Agarwal et al. 2003; Manzano et al. 2005). Market orientation refers to ''the organizational culture that most ... Show more content on Helpwriting.net ... Inter–functional coordination, a third component of market orientation, coordinates a firm's resources and market–related activities. Because customer and competitive orientations are two primary ways that service firms use to cope with markets (Zhou et al. 2009), this study focuses on the customer and competitor orientations and regards inter–functional coordination as a control variable. The degree of service innovation ranges from a totally new or discontinuous innovation to a service involving a minor improvement or a dramatic change (Griffin, 1997; Avlonitis et al., 2001; Garcia and Calantone, 2002). Although several service innovation types have been proposed (Gadrey et al. 1995; Debackere et al. 1998; Avlonitis et al. 2001; Berry et al. 2006; Paswan et al. 2009), in this study, because we are concerned with the greatest and the least degree of service innovation, service innovation is differentiated into incremental and radical innovation. Such a differentiation has been frequently used in similar innovation research (Olsen and Sallis 2006; Min et al. 2006; Song and Thieme 2009). Incremental service innovation is related to customer–led strategies that focus on manifest needs (Connor 1999; Slater and Narver 1999) and is posited to be the most common form of innovation (Bell et al. 2002; Slater and Narver 1999). Customer–led businesses focus on understanding the expressed desires of the customers in their ... Get more on HelpWriting.net ...
  • 23. Pros And Cons Of The Financial Service Industry 1. Conclusion. It will be extremely difficult for the financial service industry to regain the trust of its consumers that it so recklessly lost, even if they get assistance from the government or any institution within the Eurozone. The sectors within this industry, which carried out actions which lost our confidence, could so easily have been avoided if standards were not reduced to a minimum and if stricter rules and supervision were placed on these institutions. If these standards and rules had been followed, as they appeared to be on the surface, the financial service industry would still have the loyalty and confidence they so wrongly received in the 'boom' years. It is therefore in my opinion that any procedures carried out by the financial service industry or the government to restore customers' faith is in vain. I am of the ... Show more content on Helpwriting.net ... Another major cause of the lack of customers' confidence in this sector is a result of regulatory incompetence throughout banks in Ireland and the UK. The Central Bank of Ireland regulates the banks within Ireland and the Bank of England does so throughout the UK. The banks in both these economies had the opportunity to expand their operations with little regulatory oversight although on the surface it was compliant with international and global standards which were satisfactory and permissive. As a result of the lack of regulatory supervision, the banks applied their freedom to exercise a profit maximization approach by boosting up their credit outflows. They achieved this by lowering loan qualifying standards and offering capital to anyone who applied for one. There were timid regulatory stress tests and regulatory reliance was placed on banks' internal risks models, without apparent exercise of supervisory discretion, even when the most reckless loans were being made. As a result of lack supervision by these regulators achieved the lack of customer trust in the financial service ... Get more on HelpWriting.net ...
  • 25. Five Key Components Of Customer Service To The New Zealand... Question One Research at least two tourism or travel texts and identify five key components of customer service to the New Zealand tourism or travel industry. There are many ways for one to show good customer service and as said by Collier (2011), good customer service is essential. Collier mentions that meeting and exceeding customer expectations is the way to good customer service. To give good customer service, key methods would be being consistent and continuous with work ethic and attitude, and constantly doing this. Being thoughtful too not only customers, but other colleges are a key component as well as availability to customers. This is important as customers need to feel as if you are willing and able to provide your service. Punctuality and grooming are also mentioned as critical elements as it is how you present yourself to customers. Colliers skills and qualities mentioned replicate the five key components of customer service said by the SERVQUAL service measuring system (Parasuraman, Zeithaml & Berry 1988). The first component is tangible, meaning the staff should have a tidy appearance, and all facilities should be clean and presented well. Reliability is also a key component, customers should be able to trust the staff members to do the correct job without fail. Responsiveness is also important, meaning the staff member being prepared and eager to help the customer 's and do it knowing that the customer is their number one priority. Staff members need to ... Get more on HelpWriting.net ...
  • 27. The Us Employment Services Industry INDUSTRY TRENDS Aforementioned in the industry analysis, the US Employment Services Industry at large is currently valued at $128.8b and forecasted to increase to $172.9b in five years. This is telling for the parent industry, Allegis, however, TEKsystems' rests in the IT recruiting sector of this industry. The IT recruiting sector relies heavily on the overall health of IT departments within various companies. The IT departments of companies have a lower expectation for budget increases in 2015 (45%) than in 2014 (62%). There is also an increased expectation that their budgets will stay the same (13% more than 2014) and that their budgets will decrease (4% more). Although the percent of IT leaders predicting a budget increase is the lowest reported in three years, 71% reported confidence in their "ability to satisfy business demands in 2015." Their confidence is the result of a stronger relationship between IT and executive management, with increased communication and transparency of the expectations of the IT department. IT leaders' confidence has continuously trended upwards over the past three years. (TEKsystems, 2015). With less budget increases in IT departments, follows a likely decrease in new hires from recruiting agencies. It is likely that companies intend to satisfy IT demands by furthering the training and abilities of their current employees, which would decrease the need for new, permanent recruitment. Another possible solution would be for companies ... Get more on HelpWriting.net ...
  • 29. The Service For The Banking Industry The Critical Role of Service Employees in the Service Triangle for the Banking Industry Wesley Tobola Sam Houston State University Abstract The purpose of this research paper is to examine the service marketing triangle and how it relates to the role of service employees in banks and financial institutions. Using academic journals and articles, this paper addresses the different aspects of the service triangle, including external marketing, internal marketing, and interactive marketing and the significance of adapting this strategy for bank service employees. By using this strategic framework, bank management will be able to monitor and understand the service employee's role in the overall success of the bank. ... Show more content on Helpwriting.net ... In order for the service employee to deliver on the customer's expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives. Once the service employee and management of the company come together to provide the service, the customer decides if delivery meets their expectations by either continuing business with the company or spreading the word about the company. This three–sided relationship is how the service marketing triangle is formed. The triangle is a visual representation of how the customers, employees, and company work together to build deeper customer relationships. In a highly competitive environment, such as the banking industry, it is very important to ensure that customers' needs and wants are being fulfilled and that the customer is satisfied overall. The banking industry provides many different options for customers with the same types of products. The level of satisfaction perceived by the customer can affect the overall impression of the organization based on the employee's service ... Get more on HelpWriting.net ...
  • 31. The Fire Service As An Industry I truly enjoyed reading the material for this week 's discussion. I found it fascinating to read how these people of passion were so revered as leaders. Something I found difficult while reading the stories of these various leaders was the details of what they did within their respective industries that made them successful. Although I recognize the importance of the details, I found myself continually fanaticizing about how the many different approaches would directly translate to the fire service. Because of the uniqueness of the fire service as an industry, I found it easier to relate to themes and concepts rather than the details. 'Strengths Based Leadership ' by Tom Rath and Barry Conchie For example Simon Cooper stated: "people create memories, not things. If we ask guests what color the carpet was in their guest room, they probably won 't know. The real value comes from the ladies and gentlemen (employees) who bring that hotel to life. Ten percent is the platform, but the rest is people. (Rath & Conchie, 2008, p. 43) As I read this I couldn 't help but think of the fact that our customers in the emergency response world (fire service) likely remember more about how we treat them than what uniform we wear or what kind of apparatus we arrive in, so long as we bring true caring and compassion to their bedside. In addition Cooper 's people over platform approach was obvious in this Rath & Conchie description: "then when he talked of the night–and– day difference that a ... Get more on HelpWriting.net ...
  • 33. Service Quality Of The Hotel Industry Throughout this research chapter, the identification of the service quality in the hotel industry will be analyzed through the reviews of the past literature on the hotel information in Kuala Lumpur and Klang Valley. The establishment that will be observed and considered for this specific research will be according to the overall service in the hotel industry in the golden triangle of Kuala Lumpur. This chapter outlines and defines the concept of service quality along with the measurement of the service quality method, the differentiation between guests expectation and perception, customer satisfaction in the hospitality industry as well as the gap model that is used by parasuraman&al. on foreign and local past articles that are also related to this study. 2.1 Service Quality Service quality is not objectively measured according to some technical standards but is subjectively felt by customers and measured relative to customer–determined standards (Kwortnik, 2005). Hence, the service quality is the gap between perceived services delivered and expected service. Service quality is defined as the ability of how well a delivered service conforms to the client's expectations. Service business operators often evaluate the service quality provided to their customers in order to not only improve their service but also identify problems quickly. In addition, to better assess client satisfaction (parasuraman et al.,1988) interpreted service quality as the gaps between ... Get more on HelpWriting.net ...
  • 35. Customer Service In The Trucking Industry Trucking and Customer Service Trucking companies are faced with a multitude of ever–changing responsibilities, all which can prove to be challenging for even the most experienced customer service department, or representative. Daily tasks include everything from customer relations and communication to advertising and maintenance. Managing and coordinating the day–to–day activities to ensure maximum customer satisfaction, competency, and efficiency requires a customer service department to be knowledgeable about the many operational aspects of the company – marketing, labor, and communication factors all play an integral part with regard to the company's complex and competitive relationship within the supply chain (Heidelberger). Trucks are the most commonly used mode of transportation; therefore, the trucking industry is a highly competitive field. Trucks account for nearly 70% of ... Show more content on Helpwriting.net ... Quality customer service is indispensable for any company in the transportation industry; proving to be a leading factor, along with price and product, as to why customers will stay or stray (Wadhams, 2014). A few strategies used by leading industries to obtain higher satisfaction service levels include: practicing anticipatory services, adapting to changes within the industry in a timely manner, invite interaction, exercise discretion, stress safety, develop relationships on a name basis, and show transparency. With consistency, each of these procedures can lead to an outstanding customer service base and provide the framework for a strong, committed, and long–lasting organization displaying customer appreciation and rewarded with customer loyalty (10 Customer Service Tips from the Transportation Industry, ... Get more on HelpWriting.net ...
  • 37. The Financial Service Industry Comprises Of Securities The financial service industry comprises of securities and commodities sector, banking sector, insurance and real estate sector. Other industries have finance departments that require professionals with finance qualifications. There is a very strong occupational outlook in this field, and there is a shortage of the right talent to fill these talents. One of the hot job categories is in the field of financial planning and analysis. Financial Planning and Analysis is less focused on the routine transaction processing and more focused on forward–looking strategy and analysis for the business. The roles of financial planners have dramatically changed. Factors such as a breakthrough in technology and changes in retirement planning have caused ... Show more content on Helpwriting.net ... There are a lot of regulatory loopholes in traditional dealings over the phone. In the past, currency manipulation and fixes of interbank lending rates have raised concern among finance regulators and pushed them towards Forex automation. In Switzerland, the Financial Market Supervisory Authority moved 95% of its Forex trades to electronic platforms after determining that employees were involved in manipulation of currency benchmarks. The trend means that many countries are moving towards electronic Forex trading. The trend has continued to reshape foreign exchange trading significantly. In the event the whole system becomes entirely automated, there will be considerable loss of employment. Trend 2: Agile working methods The necessity to save cost has prompted financial services industry to intensify efforts towards the adoption of agile working methods. Agility gives a business the ability to adapt to changes in both internal and external environment, in a cost effective way. In the financial sector, businesses are looking for speed, nimbleness, and flexibility the speed to execute processes and operations. A bank with an agile workforce rolls out products swiftly and for general productive management. Organizations develop agile strategies to enhance customer experience and handle the complexity of product growth. Today, financial institutions are increasingly hiring people with 'Agile' expertise. For example, in early ... Get more on HelpWriting.net ...
  • 39. The For The Financial Services Industry Essay FinancialStar has many competitors in the financial services industry. We have three major com– petitors in the credit union industry and are in the top five list of credit unions in the United States. We also compete with Bank of America, BB&T and Wells Fargo since membership with FinancialStar is open to all legal residents of United States. In Canada, we are the only credit union cooperation, but compete with the Royal Bank of Canada and TD Bank. In addition, there are other external environments for which we have little to no control: 1. Political: changes in the political leadership, public opinion and regulatory environ–ment, role of government in provision and contracting to address societal needs 2. Economic: changes in work force, income distribution, inequalities and gaps 3. Ecological: changes in the physical and biological environment 4. Technological: changes in the hardware, information technology, processes and sys–tems of how programs are delivered and data are collected and provided 5. Social: changes in the norms, behavioral patterns, education availability and attain–ment, health conditions, and demographics 6. Sector: changes in the ecosystem of partner organizations and competitors in the mar–ket, and the resources available for organizations to thrive Strengths FinancialStar's major attributes are our recurrent and persistent ability to provide out–standing quality in service, our brilliantly talented strategists and their financial prowess, our ... Get more on HelpWriting.net ...
  • 41. An Overview On The Investment Services Industry Industry Information and Overview: The investment services industry is one of the fastest paced and rapidly evolving sectors of the economy. The industry is highly dependent on the state of the economy and is highly cyclical. In 2000 when established firms in the industry began to tap the potential of the Internet, trading volumes crashed in what is now termed the Dot–Com bubble. In 2002 when it seemed that innovative technology and telecommunications companies would continuously improve business productivity, the technology and telecom sectors crashed. More recently, just when the industry thought it figured out how to rig the mortgage market to secure record profits with little to no risk, the entire mortgage market crashed and created a liquidity crisis and a recession that would be later described as the Great Recession. Investment services firms have learned time and time again that they still must contend with an inevitable cycle of boom and bust. The primary functions of an Investment Bank: Raising Capital and Security Underwriting: One function of an Investment Bank is to package and issue securities for sale to clients, companies or the general public. An investment bank would for example facilitate the sale of shares of a previously private company that would like to go public and offer those shares for sale to investors on an open market. The investment bank would determine the value of the security and the underlying risk of the asset in order to sell it at an ... Get more on HelpWriting.net ...
  • 43. Influence of French Food on the Food Service Industry The Influence of French Food on the Food Service Industry In the globalized world in which we live today, food is seemingly available from all corners of the world at one's request. One can therefore experience everything from Spanish to Russian to Ethiopian cuisines in a matter of hours, especially in metropolitan cities such as New York, Paris, or Sao Paolo. Yet there are some cuisines that have reigned supreme in the world of dining, and that take the prize for being the most complex, sought after, delicious cuisines ever experienced. French cuisine, one would hope, would be at the forefront of such fantastic experiences. With its delicacies, from escargots to foie gras, French cuisine has impacted many thousands of taste buds across the globe for many centuries. This paper will thus discuss the influence that French food has had upon the food service industry in the United States, in a quick attempt to understand and examine just how sought after French cuisine still is. One of the most obvious influences of French cuisines in America can be felt in New Orleans. This city was established in the 18th century by Ursuline nuns, under the orders of Louis XV of France. Ever since, New Orleans has been central to how one experiences French food in the United States, as well as how one sees the mix of French and American cuisines to produce something truly unique. Yet this kind of French food, or Creole food, as this would be called, is only one facet of the array of dishes ... Get more on HelpWriting.net ...
  • 45. Literature Review Of Self-Service Technology In The Hotel... Chapter 2: Literature Review 2.1 Introduction According to Saunders, Lewis and Thornhill (2012), literature review is able to generate and improve the research idea, also develop a deeper understanding of the relevant research. Additionally, Hart (2002) stated in report, without literature reiew, the key issues of the study will be indistinct. Nowadays, the development of technology is advancing at a rapid pace. As the growing numbers of customers demand technology to consume services, hotel industry is increasing their investment on technology dimension in order to enhance the service quality, thus, increase customers' satisfaction (Camison, 2000; Meuter et al., 2000). Self–service technologies (SSTs) are technological interfaces that allow customers to create service outcomes independently, without employee involvement (Ding, Verma and Iqbal, 2007). Examples of SSTs include ... Show more content on Helpwriting.net ... Therefore, since there are only two results: satisfied and dissatisfied, service performance becomes an important factor of influencing customer perception and experience. 2.4 Relationship between SSTs and customer satisfaction The rapid development of technology has brought lots of changes to travellers nowadays (Mo Kwon, Bae and Blum, 2013). Research by Ong (2010), SSTs could also satisfy customer expectation. Once customer had frustrating experience of traditional service delivery with company employees, for example long waiting queues, they would prefers turning towards SSTs (Kasavana, 2008). Therefore, there are more hotels adopting SSTs to increase their customer service quality, which can lead to customer satisfaction, thus, customer ... Get more on HelpWriting.net ...
  • 47. Customer Satisfaction on Post-Sales Service with Reference... Customer Satisfaction on Post–Sales Service with Reference to Two–Wheeler Automobile Industry S Saraswathi* The key to success of automobile industry lies not only in having good products but also in being able to provide the customer with the level of service they desire. Because of increasing competitiveness in the Indian automobile industry, almost all automobile manufacturers have invested valuable resources on customer satisfaction as a tool to understand the needs and expectations of their customers. Increased presence of two–wheeler vehicles throughout the country has created a growing need for providing service infrastructures closer to the customers' homes or offices. A study on customer satisfaction on post–sales service with ... Show more content on Helpwriting.net ... All manufacturers are taking efforts for highest level of customer satisfaction by taking care of motorcycle service and maintenance through a vast network of more dealers and service outlets spread across the country. The increase in two–wheeler vehicles has created a growing need to provide service infrastructures closer to the customers' homes or offices. For instance, the Bajaj company unveiled a new concept called 'YES'–the Young Engineers Service. These are small and exclusive service centres manned by young engineers at various neighborhoods. Manufacturers need to provide customization in standard features, which could be a great opportunity area in future. Consumer Behavior Consumer behavior refers to the buying behavior of consumers–individuals and households who buy goods and services for personal consumption. Consumer behavior is influenced strongly by cultural, social, personal and psychological factors. Consumer behavior is an indispensable condition upon which all market planning and marketing strategy must be based. An analysis of the consumer behavior is the first and foremost requirement for the successful formulation and implementation of marketing strategies. The study of consumer behavior involves the process of identifying: a) what they purchase; b) why they purchase; c) where ... Get more on HelpWriting.net ...
  • 49. Service Operation Of A Service Industry This report is based on an investigation of one service operation of a service industry, particularly in the telecommunications– Vodafone. The purpose of this report is to investigate one service operation of a service industry that I am currently a customer. For this report, I have chosen a telecommunication company; Vodafone. Another reason is that not only I am familiar with the company but also have been with the company for eight years. Vodafone New Zealand Limited was established in 1998 when Vodafone group purchased Bell South New Zealand Limited which is an American telecommunication company. Vodafone's major competitors are Spark– also known as Telecom and 2 Degrees mobile (Vodafone New Zealand, 2014). This report also analyses the aspects that Vodafone New Zealand will have to take into consideration in terms of staying as the top telecommunication company in New Zealand. As noted in the executive summary, there are four main sections in the report which includes the company background, Description of personal experience, Concepts that will be used as well as Recommendations on how the company can improve its service offerings. The four concepts that are presented in this report are: Service quality, Customer value, Employee empowerment and Service recovery. Background The Vodafone Group is a British multi–national company that was founded in 1984 in London, UK and was a joint venture of a company called Racal Electronics or also known as Racal Telecom ... Get more on HelpWriting.net ...
  • 51. Financial Services : The Finance Industry Financial services: These are services provided by the finance industry, which comprises a broad range of businesses that manage money, including banks, credit card companies, consumer finance companies, insurance companies, real estate funds, investment funds. In 2004, 20% of the market capitalization of S&P 500 in US is represented by a Financial service industry and grew to 50% in 2010. Banks: Commercial banking services: It is commonly referred as 'Bank '. A commercial bank distinguishes itself from investment bank, which is a financial service which doesn 't lend money to the business directly, but instead helps businesses raise money from other firms in the form of stocks or bonds. Operation of banks includes: 1. Provides commercial loans, personal loans, and mortgage loans. 2.Issues debit cards which can be used instead of checks. 3.Issuance of credit cards. 4. keeps your money safe and allows withdrawals when needed. 5.Provides overdraft agreements 6. Provides ATM or financial transactions at the bank. 7.Provide internet banking system. 8.Notary service for financial and other documents. 9.Provides cashier checks. 10.Sell investment products like investment funds. Investment banking Services: Brokerage services: These services facilitate buying and selling of financial securities between buyers and sellers. Today (2015) brokerage services are offered online. Private banking: This banking service is provided exclusively to high –net worth individuals. Foreign ... Get more on HelpWriting.net ...
  • 53. Recruiting The Right Personnel For The Community Service... Introduction Volunteerism is an on growing trend that has impacted the community service industry. The time that people have devoted to giving back and doing service for the community not only benefits not only themselves, but also those of the less fortunate. Volunteers are looking for opportunities to show their dedication but want their actions to be acknowledged and appreciated. It is vital to recognize volunteers within the organization but also to acknowledge their accomplishments within the community. Volunteer managers are working extremely hard to find ways to attract and recruit volunteers who are willing to work. The major issue that volunteer leaders face today is recruiting the right personnel. Getting the volunteers to give ... Show more content on Helpwriting.net ... Those who devote themselves and work effectively are greatly appreciated by the organization as well as the community. Alan Rufer stated, "Identify high–performing members who have the communication skills to explain and demonstrate the tasks step by step," (p, 15) Volunteers who can use their skills to recruit and communicate the organization's mission are what volunteer managers look for. However, even the most dedicated and hard–working volunteers won't stay if the experience is horrible. No one wants to belong to a sloppy organization. With that being said, Incentives should be invented. Creating incentives for the volunteers is crucial to the long–term loyalty that organizations are looking for. Developing incentives such as grants, promotions, and job opportunities that would be rewarded to the volunteer at then end of the service would motivate them to work harder for what they feel they deserve. Incentives formulate determination towards an end goal and that's how organizations can get retain volunteers. Conducting Interviews Conducting interviews for prospective volunteers' would be beneficial because leaders can get a sense of what type of motives a volunteer has. Volunteers might have good objectives, but that doesn't mean that they are a good fit for what the organization is looking for. Failing to interview volunteers and anticipating them to show up could be a bad mistake. Commitment is the biggest factor that volunteer leaders are ... Get more on HelpWriting.net ...
  • 55. Exceptional Customer Service In The Canadian Banking Industry While one of the founding goals of many corporations is to maximize profits, the Canadian Banking industry also strives towards exceptional customer service that will increase brand loyalty. Unsurprisingly, brand loyalty is a sought–after attribute that the four large Canadian banks strive towards. Predominantly, an exceptional customer service experience is aided and enhanced by employing individuals who are passionate about their work and have ideals that are in line with that of the organization. With the aim of achieving this level of service, Canadian banks must fight to retain their best individuals, as switching employers within the industry is commonplace. Even when the best talent has been retained, it is important to have a strict ... Get more on HelpWriting.net ...
  • 57. The Financial Services Industry : Corporate Structure,... The financial services industry will be described by four different markets: banking, securities, insurance and pension. The discussion will cover matters linked to topics such as corporate structure, legislation and regulation, hot topics in UK financial markets and impacts from other industries. . 1. Banking (Corporate structure) There are 5 main independent British retail banks: HSBC, Lloyds Banking Group (LBG), Royal Bank of Scotland Group (RBS), Barclays and Standard Chartered. In the 2008 financial crisis, the UK government announced a bank rescue package which includes purchases of a combination of ordinary shares and preference shares from certain banks through the Bank Recapitalisation Fund. However, this fund was rejected by HSBC, Standard Chartered and Barclays. RBS raised £20 billion from the fund and the government purchased £5 billion preference shares and £15 billion ordinary shares from RBS. HBOS and Lloyds TSB together raised £17 billion, and government purchased £8.5 billion preference shares and £8.5 billion ordinary shares. With the recovery of the economics, UK government start selling shares of RBS and Lloyds TSB to reduce the state–owned portion in the bank shares. In August 2015, government sold £2.1bn of shares in RBS at a loss, as reported by BBC . 2. Securities (Impacts from other industries): The securities sector is composed of stock brokers, fund managers, collective funds, private equity and etc. One of the current matters in UK is the ... Get more on HelpWriting.net ...
  • 59. Service Innovation in Hospitality Industry Business and Economics Hong Xing Service Innovation in Hotel Industry Case Study of InfoQuest Service Science E–level thesis Date/Term: Supervisor: Lars Haglund Erik Sundströ m Examiner: Serial Number: Karlstads universitet 651 88 Karlstad Tfn 054–700 10 00 Fax 054–700 14 60 Information@kau.se www.kau.se Abstract of dissertation Being developed for centuries, Hotel Industry has been in its maturity period for a long time. Confronted with fierce competition and the current global economic crisis, it becomes a hot topic in Hotel Industry how to maintain and raise revenues. By shifting focus from „Goods–Dominant Logic‟ to „Service–Dominant Logic‟, Service Science presents a new perspective on value creation and service experience. In ... Show more content on Helpwriting.net ... ....................14 3.2.2 Commercial principles....................................................................................18 Chapter4 Service innovation in hotel industry...................................................................20 4.1 Roles redefinition.....................................................................................................20 4.2 Value co– creation.....................................................................................................22 4.3 Competitive advantages .........................................................................................26 4.4 Potential problems...................................................................................................31 Chapter5 Market opportunity analysis in China.................................................................37 5.1 China market introduction........................................................................................37 5.2 Typical local businesses..........................................................................................43 5.3 Opportunities...........................................................................................................45 5.4 Difficulties and risks.................................................................................................49 Chapter6 Conclusion............................................................................................................52 ... Get more on HelpWriting.net ...
  • 61. The Impact of Employee Satisfaction on Quality and... This is the Pre–Published Version The Impact of Employee Satisfaction on Quality and Profitability in High–contact Service Industries Rachel W. Y. Yee Department of Logistics, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong E–mail: Rachel.wyyee@polyu.edu.hk Andy C. L. Yeung* Department of Logistics, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong E–mail: lgtandyy@inet.polyu.edu.hk Tel.: (852) 2766 4063 Fax: (852) 2330 2704 *Corresponding Author T. C. Edwin Cheng Department of Logistics, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong E–mail: lgtcheng@inet.polyu.edu.hk 1 The Impact of Employee Satisfaction on Quality and Profitability in High–contact Service ... Show more content on Helpwriting.net ... 2004). 3 Yet, OM and human resources seem to have a long history of separateness (Boudreau et al. 2003). Although human resources and operations are intimately tied to each other in virtually all business scenarios, the impact of employee attributes on operations systems has remained largely unexplored. The studies of the impact of employee attributes on operations are particularly essential in the service industry where activities of service employees connect organizations to their customers, and operations managers rely heavily on service employees' personal interactions to impress customers (Chase 1981, Heskett et al. 1994, Oliva and Sterman 2001). In this research we attempt to address a fundamental question in OM: Does employee satisfaction have an impact on the operational performance in high–contact service industries where there are direct and close contacts between employees and customers? If so, what are the likely relationships among employee satisfaction, service quality, customer satisfaction and firm profitability? We empirically examined the consequences of employee satisfaction in service operations through a survey of 206 service shops in Hong Kong and the development of theory–based structural equations models.
  • 62. 2. Theoretical Background and Hypothesis Development 2.1 Theoretical Background Research on employee attributes and performance has traditionally resided in the domain of organizational psychology, not OM. However, as operations ... Get more on HelpWriting.net ...
  • 64. Customer Privacy Of The Hospitality Service Industry Essay The evolving technology that helps provide services efficiently, assists in workload and support employee function can also aid in customer privacy issues and company espionage. With businesses moving from paper to digital, the risk of data breaches increases. Advancement in technology opens the possibility of greater issues in privacy. In the hospitality industry where privacy is one of the top priorities, customers expect the utmost confidentiality from this type of companies. The hospitality service industry is an easy target for data security infiltration. Hotel payment card data are stored longer with the practice of booking rooms in advance. Moreover, credit card data are stored during the duration of the stay and even longer to cover payments of restaurant bills and other services. Multiple hotel chains like Hyatt, Sheraton, Trump, Hilton and Mandarin Orinetal have admitted to having their POS or point–of–sale systems hacked in 2015. POS systems are both the physical technology and software used in financial transactions between the merchant and its customer. In situations where there is a breach in a hotel information system, hotels have their standard procedures on how to handle these situations. Organisations involved also implement guidelines and requirements that are needed to ensure that data breach does not happen or happen again. Starwood Hotels and Resorts Worldwide, a hotel and leisure company with around 1,275 properties under multiple brands posted on its ... Get more on HelpWriting.net ...
  • 66. Automotive Industry and Service Station Contents | Sl. No. | Titles | Page No. | I | Chapter 1  Introduction  Literature Review  Statement of the Problem  Purpose of the Study  Scope of the study  Objectives of the Study | | II | Chapter 2  Organization Profile  Organization Chart  Sampling and Research Design  Data Collection Method | | III | Chapter 3  Results & discussion with Charts & graphs  Findings  Suggestions  Conclusions | | IV | Chapter 4  AppendixQuestionnaire  Bibliography  Joining Report  Weekly Reports | | INTRODUCTION The Project assigned to me was "A STUDY ON CUSTOMER SATIAFACTION TOWARDS MAHINDRA&MAHINDRA VICHELES (APR)GAYA INTRODUCTION ABOUT AUTOMOBILES INDUSTRY: History and development of ... Show more content on Helpwriting.net ... Designed by Cugnot and constructed by M. Brezin, it is also the first vehicle to move under its own power for which there is a record. Cugnot 's three–wheeled steam–powered vehicle carried four persons and was meant to move artillery pieces. It had a top speed of a little more than 3.2 km/h (2 mph) and had to stop every 20 minutes to build up a fresh head of steam. Evans was the first American who obtained a patent for "a self–propelled carriage." He, in fact, attempted to create a two–in–one combination of a steam wagon and a flat–bottomed boat, which didn 't receive any attention in those days. During the 1830 's, the steam vehicle had made great advances. But stiff competition from railway companies and crude legislations in Britain forced the poor steam vehicle gradually out of use on roads. The early steam–powered vehicles were so heavy that they were only practical on a perfectly flat surface as strong as iron. A road thus made out of iron rails became the norm for the next hundred and twenty–five years. The vehicles got bigger and heavier and more powerful and as such they were eventually capable of pulling a train of many cars filled with freight and ... Get more on HelpWriting.net ...
  • 68. The Five Gaps Of Customer Service In The Hospitality Industry Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers' experience but customers still don't like their service. So, what's happening? Hotels gave service and improved service are not customers needed or most needed. That's the gap between you and your customer. "You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think ... Show more content on Helpwriting.net ... Gap 1: Consumer expectation vs. management perception gap. This gap is manager group doesn't even know what are customer needed. They should read customers complains and change their service. Gap 2 Management perception vs service quality specification gap. Sometimes manager know they have problems and mistakes when they serve their guests. But they don't change it may because they don't have a good manager team. Gap 3: Service quality specifications vs service delivery gap. Managers may know what guests need and they changed their service better. But when employees deliver service that still cannot be perfect. People made mistakes and managers should train their employee avoid mistakes. Gap 4: Service delivery vs external communications gap. Hotel give excellent image to customers. But when they deliver their service customers don't feel same as their expectation. Gap 5: expected service vs perceived service gap. This one is the gap that include all other 4 gaps. When managers and employees bridging the gaps and it can help them deliver better service and products. Made more added value in their ... Get more on HelpWriting.net ...
  • 70. Essay On Hospitality Service Industry GROWTH OF HOSPITALITY SERVICE INDUSTRY The rate of growth refers to the degree of growth opportunities in the market area. The hospitality industry rate of growth was measure on five dimensions such as rate of growth in industry sales, rate of growth new hospitality service sector and so on (Khairil Wahidin Awan, 2008). The hospitality service industry for globalization has been increase rapidly. These situations happen because there are lot of potential to national. Most of the growth of hospitality service industry depends on opportunity to develop in the market. The growth of hospitality service industry will being one of business trend nowadays because can obtain more profit or revenue. This situation also will be follow by movement of time. The demand of this service in the market being increase from time to time. The society nowadays needs the hospitality service industry to fulfil needs and wants. So, the growth of the hospitality service industry always increase even it small business. Others than that, this hospitality industry have being focus to others country to develop growth economic. Based on figure above, it can show that the hospitality ... Show more content on Helpwriting.net ... It is such as human experience, leadership, managerial skills and owner capabilities (E. w nyoike, 2014). These factors include human resource or human capital. The term of this factor is the human that functions on a higher level and has the ability to create new method and idea in the market. For example, the person how has experience, good skill and capabilities will use this strength to open or operating the hospitality service industry. This factor will be important key to starting the hospitality industry in the market. Others example, the person who those has the education about hospitality will take this opportunity to open the hospitality service industry. It is indirectly will increase the growth of hospitality service industry in ... Get more on HelpWriting.net ...
  • 72. Benefits Of The Financial Services Industry Outweigh The... Investment has become a growing tendency and a method for people dealing with their income, while portfolio is an important investment vehicle. In the same time, financial services industry has played a critical part in making investment portfolio available to ordinary people. In this essay, the meaning and functions of portfolio will be analyzed and it will argue the advantages of the financial services industry outweigh the disadvantages. Firstly, portfolio theory has become an essential strategy in the modern investment market. In general, according to Elton (2011), it is a common situation that each person may possess a portfolio which is combined with real assets such as a vehicle or a house, including financial assets such as stocks and bonds. An investment portfolio is a series of chosen securities for investing purpose. In order to avoid risks or pursue for profits, investors are faced with enormous number of choices. If one is considering structuring an investment portfolio, the alternative composition of various assets seems overwhelming. So how to make a decision and what is a good , even best portfolio are the points in the first part. As Clark and Kim (2013) said, portfolios are the objects of choice. A great amount of information is needed for investors to make a decision because it is smarter to divide the money in different assets instead of concentrating on a specific financial product. Portfolio analysis was created by the Nobel laureate Harry Markowitz ... Get more on HelpWriting.net ...
  • 74. The Impact of Service Quality and Customer Satisfaction in... Section 1: Introduction 1.1. Choose the Topic of Justification According to the result of part A, the author has better understanding on her personality and preferable learning styles. And it briefly explained the reason that the author to select this topic. Working human resources in service industry should be a suitable career for the author, because she realizes that to work with a wide range of people and provide to others are the main preferences. Regarding to her career choice, it is important for the author to know the factors that affecting customer satisfaction and loyalty in order to provide better service quality for the customers. Also, this is for substantial development in her future career path. These are the ... Show more content on Helpwriting.net ... Finally, whatever which of the airline companies, the consumers would base on their needs and their level to choose a suitable airline company. Price is the one of the factors that consumer concern. They would concern about the price that is suitable for them and different class of the airline also will affect this factor. 1.3 Academic Objectives of Project The main purpose of this study consists in an investigation on the service quality as the cause and the loyalty as the effect of customer satisfaction in airline industry. These are research questions: * Define the concepts of service quality and customer satisfaction from the literature * Explore the components consisted of service quality and customer satisfaction * Examine the impact between service quality and customer satisfaction 1.4 Outline of Sections Part B is divided into five Sections. Section 1 Introduction It introduces the reason of choosing this topic in service marketing and the overview of airline industry. Moreover, it will mention the objectives of this study and finally the outline of all sections
  • 75. is provided in order to give a brief concept about this study to the readers. Section 2: Setting the scene It is the background of the airline Industry nowadays, introduce that why airline industry can affect the service quality and customers satisfaction strongly. Section 3 Literature Review It reviews the existing literature ... Get more on HelpWriting.net ...
  • 77. Factors And Effects Of Tipping In The Service Industry 1.1 Research Background Tipping can be said existed around the world, and it is especially in the service industry such as hotel and restaurant. Tipping In Canadian restaurants for example, about 5 billion Canadian dollars has been tipped out by the consumers each year and 14 billion is reported being paid out by the Americans to the restaurants employees (Zahari, Rashdi, Radzi, & Othman, 2011). Tipping refer to the voluntarily money received by the service crews from the consumers which is not legally required by the agreement for the purchase of the service (Casey, 2001). These tips are supposed to be an incentive or reward for the service. In fact, economists argue that the most cost– effective way of leaving tips to the service crews for the ... Show more content on Helpwriting.net ... This research and report was constrained by the available budget. The questionnaire survey methods make a research project's design has to fit into a budget. 1.5.3 Due to inadequate of available data. It will be difficult to find significant information. The results might not accurately reflect the opinions of the population. It brings inaccurate information to researcher. 1.6 Significance of Study The researcher wishs to prove that there is significant relationship between service quality and consumers tip size. The study will provide a clear picture on how the quality of service crews provided can affect the tip size of the consumers. The reason why this study is significant can be explained from two aspects. First, this research will teach us about the effect of service crews' service quality toward consumers tip size. Hence, the restaurant manager will have a guideline to have a better future service plan. Second, this research is important to the food service industry. By having this research, this food service industry can improve the service quality in different dimension. When the service quality is improved, it also increases the possibility of the consumers in leaving ... Get more on HelpWriting.net ...
  • 79. Strategies to Empower Employees in Service Industries to... 1. Many companies in the service sector, large hotels and resorts for example, is implementing empowerment strategies to improve the quality of service provided to residents and guests. Search the internet for an example of such a company with particular emphasis on strategies used to empower front line staff. The basic source of providing competitive advantage and the customer satisfaction in the hotel enterprises is the employee. Empowerment applications play a significant role in increasing the employee's productivity providing organizational efficiency. Interest in employee empowerment within the hospitality industry helps in gaining competitive advantage through improved service quality. Particularly, it has been determined ... Show more content on Helpwriting.net ... Started by Sir Richard Branson in 1970, the Virgin group of industries success is in part due to being a learning organization. A learning organization emphasizes or prioritizes certain characteristics that typical organization does not. These can be divided in five broad categories. Personal mastery; Personal mastery is the commitment by an individual to the process of learning. There is a competitive advantage for an organization whose workforce can learn quicker than the workforce of other organizations. Mental models; these are terms given to ingrained assumptions held by individuals and organizations. Their role is to preserve certain behaviors, norms and values applicable to all employees. Systems thinking; it is a conceptual framework that allows people to study businesses. This method of thinking is employed when assessing a company and will have developed information systems that measure the performance of the organization as a whole and of its various components. Shared vision; it is important in incentivizing the workforce to learn as it creates a common identity that can provide focus and energy for learning. The most successful visions build on the individual visions of the employees at all levels of the organization. Team learning; it is the accumulation of individual learning. The benefit of sharing individual learning is that employees grow more quickly and the problem solving capacity of the organization is improved through ... Get more on HelpWriting.net ...