This document contains assignments for Rinku V. Shah regarding Service Management. Assignment 1 asks to study challenges faced by two service sectors of choice, which Rinku discusses for healthcare and hospitality. Challenges for healthcare include inadequate funding and infrastructure as well as human resource issues. Challenges for hospitality include economic fluctuations, staffing shortages, and maintaining cleanliness, service, and security standards. Assignment 2 asks to discuss factors for growth in the two sectors, which for healthcare include policy support, rising manpower, and opportunities. For hospitality, factors include tourism industry expansion, customer insights, technology/internet, and a versatile workforce.

1. ASSIGNMENT 1 & 2
Name : Rinku V. Shah
Roll No. : 75
Class : T.Y.B.B.A (Sem-5)
Subject : Service Management
(SM)
Faculty : Mrs. Purvi Shah
Given Date : 24/07/20
Submission Date : 05/08/20

2. ASSIGNMENT 1
Take any two service sectors of
your choice and study the challenges
confronted by those service sectors in
india.

3. Challenges confronted by
Health Care sectors
• Not Enough Funds Go to Healthcare
• Inequality in Urban and Rural Facilities
• Inadequate Infrastructure
• No Optimal Insurance
• Less Emphasis on Preventive Care
• Delay in Diagnosis of Illnesses
• No Support for Medical Research
• Improper Human Resource Management

4. • Less Acceptance of Technology
• Inadequate Patient Interaction
• Getting Medical Staff to Work in Smaller Cities
• Restriction on the Age of Doctors
• Negligence and Error in Judgment
• Healthcare systems are not able to operate efficiently
to serve all because of the lack of education, high
population and gender bias.
• The government does not spend enough on
healthcare. It is viewed more as a loss than an
investment.

5. • Some states in India who have financial constraints
do not have a budget for healthcare, and they cut
down healthcare expenditure.
• In India, healthcare is becoming more expensive
and practically unaffordable to some strata of society.
• Absence or the humanpower crisis in healthcare.
• Low priority of health in population.
• Healthcare specialists are finding opportunities
abroad more lucrative and rewarding, prompting
them to leave

6. Challenges confronted by
Hospitality sector
• Economy Influx (Fluctuations in Economy) -
When a nation‘s economy is high, business travel
generally increases. Hotel‘s occupancy percentage
and rack rate increases, which results in higher profit
levels. Vice-Versa, the business travel slows when the
economy is low which results in decreased occupancy
percentage and rack rate.
• Labour Shortage & Retaining Quality Personnel -
Labour shortage is one of the greatest challenges
facing the hospitality industry and restaurants.

7. • Rising Technological Demand : A customer
comparing you to his/her experience in general
particularly when it comes to digital interaction and
speedy service is one of the major challenge faced by
the hospitality industry today.
• Providing & Maintaining Absolute Cleanliness &
Hygiene : The demand for cleanliness should not be a
surprise, especially within the hotel industry. In fact,
cleanliness and hygiene is ranked as number one
priority for choosing and recommending hotels post
stay.
• Sustainability - Sustainability is rapidly climbing the
agenda of every organization, driven by people‘s
growing interest and concern for the environment.

8. • Providing & Maintaining Excellent & Exceptional
Guest Service Standards - Every hotel guest expects
good customer service but today‘s hoteliers must
exceed expectations by being more than just good &
there is a need to be excellent. A hotel is judged by
the quality of the service delivered.
• Providing Meaningful & Memorable Personal
Experiences - Memories are based on powerful
experiences. There is a growing expectation now to
always ‘experience’ something. In the hotel industry,
design trends, technology and personalization can all
help to provide a meaningful experience and drive
guest loyalty.

9. • Increasing Competition - Hotel industry is an ever
blooming business. Travel and tourism is enormously
growing every year. Travelers always look for the
perfect accommodation. Due to very high demand in
accommodation, the competition is also high in this
business.
• Lack of Latest & Sophisticated Marketing Techniques
- Due to poor marketing efforts, sales and brand
recognition gets affected to very high extent.
• Difficulties in Managing Energy & Resources -
Investing in renewable & eco-friendly resources can
help in improving hotel's overall profit margin.
Tourists prefer to accommodate themselves at an
environmental-friendly hotel room rather than
ordinary hotel room.

10. • Providing Impeccable Safety & Security - This is one
of the major problems in hotel industry. Different
types of safety & security challenges are general
theft, public violence, terrorism, armed robbery,
credit card fraud, cyber crime issues, identity theft,
sexual abuse on women, racial discrimination, risk of
food poisoning etc.
• Providing Nutshell Cyber Security & Data Privacy -
Cyber security has been a big concern for a number
of sectors, ranging from power and utility companies
to government organizations.

11. ASSIGNMENT 2
• Take any two service sectors of your choice
and discuss the factors responsible for the
growth of those service sectors.

12. Factors responsible for the growth of
Health sector
• Greater life expectancy (hope) – With increase in the
average life of the people, there has been an increase
in the service which is related to the field of Health
care.
• Strong Demand – Health care market in India is
expected to reach US$ 372 billion by 2022, driven by
rising income, better health awareness, lifestyle
diseases and increasing access to insuarance.
• Policy Support - The world’s largest government
funded healthcare scheme, Ayushman Bharat was
launched on September 23, 2018.

13. • Rising Manpower – The number of doctors increased
to 1,154,686 in 2018 from 827,006 in 2010.
• Attractive Opportunities – The Government of India
aims to increase healthcare spending to three percent
of the Gross Domestic Product (GDP) by 2022.
• Ability to Buy Online : With smart health insurance
portals online, people can:
- Browse through hundreds of options and choose the
one that best suits them.
- Compare various policies easily to get the best deal.
- Buy health insurance conveniently, even when on
the move.

14. Factors responsible for the growth of
Hospitality sector
• Ever-Expanding Tourism Industry - When we speak
about the stupendous growth of the hospitality
industry, it is important to mention Travel and
Tourism which is the biggest contributor to growth.
• Customer Insights and Going Online - Online review
sites, travel sites, the web presence of hotels and
tourism directories along with technological
advancements have helped in better understanding of
customers. With better customer insights, greater is
the satisfaction of the patrons thus helping the overall
hospitality industry grow at a rapid pace.

15. • Mobile Devices, Apps, and the Internet - It is thus
sane to say that Mobile devices, apps and the Internet
have contributed tremendously to the growth of the
hospitality industry. Everything is available online
that has changed the hospitality industry of today.
• The highly Versatile and Multi-Talented Workforce -
The workforce is now educated, trained and
experienced. They are the people with the best ethics
and morals and are taking the industry forward. The
hospitality industry is dependent on the workforce.

16. Factors
influencing
the success
in the
hospitality
sector
Internal
Marketing
Value
Preposition
Customer
Relationship
Management
Innovation
Technology
Empowered
Employees