The three cycles of HRM are failure, mediocrity, and success. Failure occurs from narrow jobs, rule-focus, bored employees, and high turnover. Mediocrity stems from standardized jobs and lack of motivation. Success involves investing in training, empowerment, and building high-performance teams to create loyal customers and profits. Good HRM like recruitment, training, empowerment, and motivation can move a service firm from failure or mediocrity towards the cycle of success.
Service Positioning
After a service strategy has been identified, a company must decide how to position its product most effectively. The concept of positioning involves establishing a distinctive place in the minds of target customers relative to competing products.
In “The New Positioning: The Latest on the World's #1 Business Strategy”, Jack Trout distills the essence of positioning into the following four principles
1. A company must establish a position in the minds of its targeted customers.
2. The position should be singular, providing one simple and consistent message.
3. The position must set a company apart from its competitors.
4. A company cannot be all things to all people—it must focus its efforts.
Positioning and Marketing Strategy
Companies use positioning strategies to distinguish their services from competitors and to design communications that convey their desired position to customers and prospects in the chosen market segments. There are a number of different dimensions around which positioning strategies can be developed.
Service Positioning
After a service strategy has been identified, a company must decide how to position its product most effectively. The concept of positioning involves establishing a distinctive place in the minds of target customers relative to competing products.
In “The New Positioning: The Latest on the World's #1 Business Strategy”, Jack Trout distills the essence of positioning into the following four principles
1. A company must establish a position in the minds of its targeted customers.
2. The position should be singular, providing one simple and consistent message.
3. The position must set a company apart from its competitors.
4. A company cannot be all things to all people—it must focus its efforts.
Positioning and Marketing Strategy
Companies use positioning strategies to distinguish their services from competitors and to design communications that convey their desired position to customers and prospects in the chosen market segments. There are a number of different dimensions around which positioning strategies can be developed.
A form of product that consists of activities, benefits or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. The government sector, with its court, employment services, hospitals, loan agencies, military services, police and fire department, postal service and schools, in the service business. An essential ingredient to any service provision is the use of appropriate staff and people. Refers to the systems used to assist the organization in delivering the service. Where is the service being delivered? Physical Evidence is the element of the service mix.
Preventing Customer Rage – How to Defuse Common Customer ComplaintsSocial Media Today
Who hasn’t had a bad customer experience at some point or another? From slow or no response on social media, to being passed around between departments on the phone, to being inundated with surveys after not solving your problem, companies can do things that drive us crazy. If your company’s customers have experiences like this too often, rage can result and damage your brand. Even among well-meaning customer experience professionals, sometimes systems fail, policies inhibit doing what is best for the customer, or the smartest people make mistakes. And again, customers are left feeling frustrated or worse. How can you avoid conflicts before they turn to anger?
In this program we will take real world customer complaints and talk about the root causes behind them, considering how to fix them as well as how to ensure the problems behind them don’t become the norm at your company.
A form of product that consists of activities, benefits or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. The government sector, with its court, employment services, hospitals, loan agencies, military services, police and fire department, postal service and schools, in the service business. An essential ingredient to any service provision is the use of appropriate staff and people. Refers to the systems used to assist the organization in delivering the service. Where is the service being delivered? Physical Evidence is the element of the service mix.
Preventing Customer Rage – How to Defuse Common Customer ComplaintsSocial Media Today
Who hasn’t had a bad customer experience at some point or another? From slow or no response on social media, to being passed around between departments on the phone, to being inundated with surveys after not solving your problem, companies can do things that drive us crazy. If your company’s customers have experiences like this too often, rage can result and damage your brand. Even among well-meaning customer experience professionals, sometimes systems fail, policies inhibit doing what is best for the customer, or the smartest people make mistakes. And again, customers are left feeling frustrated or worse. How can you avoid conflicts before they turn to anger?
In this program we will take real world customer complaints and talk about the root causes behind them, considering how to fix them as well as how to ensure the problems behind them don’t become the norm at your company.
How does the sending of missionaries and the equipping of the saints overlap? In this slide deck, we examine how the Father sends the Son sends the Spirit sends the Church, and how spiritual gifts are sent to the Church for the sake of advancing the Kingdom of God.
The Significance of Being A Christian - Saved To ServeRick Peterson
Saved To Serve is the sixth in a series of lessons on, "The Significance of Being A Christian." I found the outlines for this series of lessons at: http://executableoutlines.com/sig.htm
The Purpose of The Church #4 “Service” Jeffery Anselmi http://www.sermoncentral.com/sermon.asp?SermonID=60622&Sermon%20The%20Purpose%20of%20The%20Church-%20Service%20by%20Jeffery%20Anselmi
Creating and Administering a True Five-Star Concierge ServiceEd Powers
This presentation at the IMN DC/PRC Seminar in 2008 described the approach to create a high-performing service organization using "little q" and "Big Q" principles. Ritz-Carlton and Private Escapes examples illustrate key concepts.
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
It’s a well known fact: More companies focus on customer service effectiveness during a downturn than when sales are buoyant and the economy is on the boil. The approach is right. Customer retention becomes a key focus area during a downturn, as it is 10 times more expensive to create a totally new customer than selling some more of your existing product portfolio to existing customers. Most companies lose some 20-25% of their customer base annually for a variety of reasons. An effective retention strategy will in fact be able to squeeze growth out of arresting attrition! Many companies will also take the approach that the existing customer base is an asset worth protecting and what better way to keep customers than by providing exceptional customer service!
Lean-Six Sigma may conjure up visions of a complex production / logistics based initiatives designed to improve industrial processes and drive costs out. Little is in fact known about lean-Six Sigma applied to the customer service environment. In this paper we will explore some approaches and find some pretty good arguments why lean-six sigma based programs are particularly effective in the customer service environment.
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Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Recruiting in the Digital Age: A Social Media Masterclass
SQ Lecture Seven - Managing People for Service Advantage
1. JAN 2013 Semester
1
Service Quality
MKTG 1268
Lecture Seven
• Managing People for
Service Advantage
(Chapter 11)
2. Overview of Chapter 11
2
Service Employees Are Extremely
Important
Frontline Work Is Difficult and Stressful
Cycles of Failure, Mediocrity, and
Success
Human Resources Management – How
To Get It Right?
Service Leadership and Culture
5. Importance of Service Personnel
5
Help maintain firm‟s positioning. They are:
A core part of the product
The staff represent the service firm
The staff are a core part of the service brand
Frontline is an important driver of customer loyalty
Anticipate customer needs
Customize service delivery
Build personalized relationships
Key driver of productivity of frontline operation
Generate sales, cross-sales and up-sales
7. Front Line in Low-Contact Services
7
Many routine transactions are now conducted without
involving front-line staff, e.g.,
ATMs (Automated Teller Machines)
IVR (Interactive Voice Response) systems
Websites for reservations/ordering, payment etc.
Though technology and self-service interface is
becoming a key engine for service delivery, front-line
employees remain crucially important
“Moments of truth” affect customer‟s views of the
service firm
10. Boundary Spanning and Role Stress
Boundary spanners link the organization to outside
world
Multiplicity of roles often results in service staff having
to pursue both operational and marketing goals
Consider management expectations of service staff:
delight customers
be fast and efficient in executing operational tasks
do selling, cross selling, and up-selling
enforce pricing schedules and rate integrity
11. Boundary Spanning and Role Stress
11
Boundary spanners link inside of organization to
outside world and often experience role stress from
multiple roles they have to perform
3 main causes of role stress:
a) Organization vs. Client: Dilemma whether to follow
company rules or to satisfy customer demands
This conflict is especially acute in organizations that are not
customer oriented
b) Person vs. Role: Conflicts between what jobs require
and employee‟s own personality and beliefs
c) Client vs. Client: Conflicts between customers that
demand service staff intervention
12. Emotional Labor
12
“The act of expressing socially desired emotions
during service transactions” (Hochschild, The Managed
Heart)
Occurs when there is gap between what employees
feel inside, and emotions that management requires
them to display to customers
Performing emotional labor in response to society‟s or
management‟s display rules can be stressful
Good HR practice emphasizes selective recruitment,
training, counseling, strategies to alleviate stress
13. The Stress of Emotional Labor – Nature of
the Job and High Customer Expectations
13
16. Cycle of Failure (2) (Fig. 11.6)
16
The employee cycle of failure
Narrow job design for low skill levels
Emphasis on rules rather than service
Use of technology to control quality
Bored employees who lack ability to
respond to customer problems
Dissatisfied with poor service attitude
Low service quality
High employee turnover
18. Cycle of Failure (3)
(Fig. 11.6)
18
The customer cycle of failure
Repeated emphasis on attracting new customers
Customers dissatisfied with employee performance
Customers always served by new faces
Fast customer turnover
Ongoing search for new customers to maintain sales
volume
19. Cycle of Failure (4)
(Fig. 11.6)
19
Costs of short-sighted policies are ignored
Constant expense of recruiting, hiring, training
Lower productivity of inexperienced new
workers
Higher costs of winning new customers to
replace those lost—more need for advertising
and promotional discounts
Loss of revenue stream from dissatisfied
customers who go elsewhere
Loss of potential customers who are turned off
by negative word-of-mouth
20. Service Sabotage
“Openness” of Service Sabotage Behaviors
Covert Overt
Routine Customer-Private Service Customer-Public Service
Sabotage Sabotage
e.g., Waiters serving smaller e.g., Talking to guests like
servings, bad beer, or sour young kids and putting them
“Normality” of wine down
Service
Sabotage
Behaviors Sporadic-Private Service Sabotage Sporadic-Public Service
Sabotage
e.g., Chef occasionally e.g., Waiters spilling soup onto
purposefully slowing down laps, gravy onto sleeves, or
orders hot plates into someone’s
Intermittent hands
22. Cycle Of Mediocrity (2)
(Fig. 11.9)
22
Most commonly found in large, bureaucratic
organizations
Service delivery is oriented towards
Standardized service
Operational efficiencies
Promotions based on long service
Successful performance measured by
absence of mistakes
Rule-based training
Little freedom in narrow and repetitive jobs
24. Cycle of Mediocrity (3)
(Fig. 11.9)
24
Customers find organizations frustrating to
deal with
Little incentive for customers to cooperate
with organizations to achieve better service
Complaints are often made to already
unhappy employees
Customers often stay because of lack of
choice
26. Cycle of Success (2)
(Fig. 11.11)
26
Longer-term view of financial
performance; firm seeks to prosper by
investing in people
Attractive pay and benefits attract better
job applicants
More focused recruitment, intensive training,
and higher wages make it more likely that
employees are:
Happier in their work
Provide higher quality, customer-pleasing
service
27. Cycle of Success (3)
(Fig. 11.11)
27
Broadened job descriptions with empowerment
practices enable front-line staff to control
quality, facilitate service recovery
Regular customers more likely to remain loyal
because:
Appreciate continuity in service relationships
Have higher satisfaction due to higher
quality
28. 28
HUMAN RESOURCE
MANAGEMENT – HOW TO
GET IT RIGHT?
30. Hire the Right People
30
“The old saying „People are your
most important asset‟ is wrong.
The RIGHT people are your
most important asset.”
Jim Collins
31. Hiring the Right People (1)
31
Be the Preferred Employer
Create a large pool: “Compete for Talent Market Share”
What determines a firm‟s applicant pool?
Positive image in the community as place to work
Quality of its services
The firm‟s perceived status
Select the right people
There is no perfect employee
Different jobs are best filled by people with different skills,
styles or personalities
Hire candidates that fit firm‟s core values and culture
Focus on recruiting naturally warm personalities for customer-
contact jobs
32. Tools to Identify the Best Candidates (1)
32
• Employ multiple, structured interviews
Use structured interviews built around job requirements
Use more than one interviewer to reduce “similar to me”
biases
• Observe candidate behavior
Hire based on observed behavior, not words you
hear
Best predictor of future behavior is past behavior
Hire those with service excellence awards and
complimentary letters
34. Tools to Identify the Best Candidates (2)
34
• Conduct personality tests
Willingness to treat co-workers and customers
with courtesy, consideration and tact
Perceptiveness regarding customer needs
Ability to communicate accurately and pleasantly
• Give applicants a realistic preview of the job
Chance for candidates to “try on the job”
Assess how candidates respond to job realities
Allow candidates to self select themselves out of
the job
36. Train Service Employees Actively
36
Service employees need to learn:
Organizational culture, purpose and strategy
Get emotional commitment to core strategy and core
values
Get managers to teach “why”, “what” and “how” of job
Interpersonal and technical skills
Both are necessary but neither alone is enough for
performing a job well
Product/service knowledge
Staff‟s product knowledge is a key aspect of service
quality
Staff must explain product features and help consumers
make the right choice
37. Importance of staff
having BOTH
technical
competence and
good interpersonal
relationship
37
38. Is Empowerment Always Appropriate?
38
Empowerment is most appropriate when:
Firm’s business strategy is based on personalized,
customized service and competitive differentiation
Emphasis on extended relationships rather than short-
term transactions
Use of complex and non-routine technologies
Service failures are non-routine and cannot be
designed out of the system
Business environment is unpredictable, consisting of
surprises
Managers are comfortable letting employees work
independently for benefit of firm and customers
Employees seek to deepen skills, like working with
others, and have good interpersonal and group
process skills
39. Levels of Employee Involvement
Suggestion involvement
Employee make recommendation
through formalized programs
Job involvement
Jobs redesigned
Employees retrained, supervisors
reoriented to facilitate performance
High involvement
Information is shared
Employees skilled in teamwork,
problem solving etc.
Participate in management decisions
Profit sharing and stock ownership
39
40. Build High-Performance Service Delivery Teams
40
Many service require cross-functional
coordination for excellent service delivery
Teams, training and empowerment go hand-in-
hand
Creating Successful Service Delivery Teams
Emphasis on cooperation, listening, coaching and
encouraging one another
Understand how to air differences, tell hard truths,
ask tough questions
Management needs to set up a structure to steer
teams towards success
41. Medical doctors
performing surgery –
example of jobs under
very demanding and
stressful conditions
41
43. Motivate And Energize The Frontline
43
Use full range of available rewards effectively,
including:
Job content
People are motivated and satisfied knowing they are
doing a good job
Feedback and recognition
People derive a sense of identity and belonging to an
organization from feedback and recognition
Goal achievement
Specific, difficult but attainable and accepted goals
are strong motivators
45. Service Leadership and Culture
45
Charismatic/transformational leadership:
Change front line‟s values, goals to be
consistent with firm
Motivate staff to perform their best
Service culture can be defined as:
Shared perceptions of what is important
Shared values and beliefs of why they are
important
A strong service culture focuses the entire
organization on the frontline and top
management is informed and actively involved
48. Summary of Chapter 11 –
Managing People for Service Advantage (1)
48
Service employees are extremely important to
firm’s success
Help maintain firm’s positioning
Source of customer loyalty
Drive productivity of frontline operation
Generate sales
Low-contact situations are the “moments of
truth” in the occasional encounter
49. Summary of Chapter 11 –
Managing People for Service Advantage (2)
49
Front-line work is difficult and stressful;
employees are boundary spanners, undergo
emotional labor, face a variety of conflicts
Person/role conflict
Organization/client conflict
Inter-client conflict
Understand cycles of failure, mediocrity, and
success
50. Summary of Chapter 11 –
Managing People for Service Advantage (3)
50
Know how to get HRM aspect right
Hire the right people
Identify the best candidate
Train service employees actively
Empower the front-line
Build high-performance service delivery
teams
Motivate and energize people
Understand role of service culture and service
leadership in sustaining service excellence
52. Sample Practice Exam Essay Question
52
The owner of “Tasty Restaurant” noticed that profits had been
decreasing over the last year. Staff turnover had also been
particularly high. In an effort to „fix‟ this situation, he decided to hire a
marketing manager (i.e. you) for advice. As the newly appointed
marketing manager of this restaurant, you found out that the owner
had been focusing on cost-cutting to maximize revenues.
(a) Drawing on the most appropriate services marketing theories, what
will you say to this owner to convince him of the links between investing
in human resources and profitability, and vice-versa (i.e. the link
between poor human resource management and negative profit
performance)?
(b) How will you implement Human Resource Management (HRM) to
move the restaurant towards success as a service organization
(Describe five clearly different HR tasks to be implemented)?
53. Sample Exam Question:
53
Draw and explain in detail all the three of the
HRM cylces (eg Cycle of Success, Cycle of
Mediocrity and Cycle of Failure). Why is good
HRM (Human Resource Management) important
within service organizations? Give examples of
good HRM practices.