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Management Strategy, Excellent Services, and Services Marketing

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Private Training and Course provider face a hard situation to sustain further business unless they are capable to synchronize its strategic management, excellent services and services marketing

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Management Strategy, Excellent Services, and Services Marketing

  1. 1. STRATEGI MANAJEMEN, PELAYANANPRIMA DAN PEMASARAN JASA LKP oleh: Edy Hardiyanto Diklat Peningkatan Kompetensi Dasar Pengelola LKP - DPD HIPKI JAWA BARAT Garut, 22 – 24 Oktober 2012
  2. 2. MATERI Jam Pelajaran (@ 45 menit) TotaNo Materi l Teori Praktek1 Strategi Manajemen dan Pelayanan 1 6 7 Prima2 Strategi Pemasaran Jasa LKP 1 6 7 Jumlah 2 12 14
  3. 3. TUJUAN PEMBELAJARAN Memberi contoh proses Strategi Manajemen Membedakan hirarki Pelayanan Prima Menguraikan pelaksanaan pemasaran jasa
  4. 4. STRATEGI MANAJEMENDilihat sebagai kombinasi perumusan,pelaksanaan dan penilaian(Strategic Management can be seen as acombination of strategy formulation,implementation and evaluation)(David, 2005; Haim Hilman Abdullah, 2005;Mohd Khairuddin Hashim, 2005; Zainal AbidinMohamed, 2005)
  5. 5. Contingenc y Profit RELASI MANAJEMEN STRATEGI Sumber Ke- Manajeme dayalembag n Strategi a-an Sumber Daya Insani tahanStrategic Management Theories (adapted from David, 2005; MohdKhairuddin Hashim, 2005)
  6. 6. KEUNGGULAN DAYA SAING Sumber Kinerj Daya daya langka Saing a Sumbe Daya Kinerja r Daya Tahan Unggul Unik Barney’s (1991) Conceptual Model (Newbert, 2007)
  7. 7. Rentang Waktu Substansi Daya Tampilan SaingTanggapan Lokasi Manfaat Diadaptasi dari Anatomy of Competitive Advantage (Ma, 1999a)
  8. 8. Misi Penetapan Kenali Visi Pengukuran Produk Garapan Penjabaran & Pasar Pemasaran Keunggula n Pelaksanaa n Perumusan StrategiDaur UlangStrategi Peninjauan & penyusunan ulang(Konsep &Praktek)
  9. 9. BAHAN DISKUSI Membedakan Visi, Misi dan Strategi Memberikan contoh Visi dan Misi Menghubungkan tiga relasi strategi manajemen
  10. 10. There is no Tidak ada one single, satu batasan widely umum accepted untukdefinition of maknathe strategy strategi
  11. 11. PELAYANAN PRIMA
  12. 12. IMPLEMENTASI PELAYANAN PRIMA Attitude - Personal Excellence Attention - First Image (Faztrack Impression) Action - Handling Complain
  13. 13. COMPLAINT CENTER
  14. 14. DIMENSI PELAYANAN PRIMA Waktu. Akurasi. Etika. Tanggung jawab. Kesigapan Lokasi (ketersediaan informasi, dan petunjuk). Fasilitas pendukung lain.
  15. 15. SEGITIGA PEMASARAN JASA
  16. 16. HASIL PEMASARAN JASA
  17. 17. BAHAN DISKUSI Membedakan Pelayanan yang diharapkan (Desired Service) dan Pelayanan yang diberikan (Adequated Service) Memberikan contoh zone of tolerance dalam pelayanan Menuliskan tiga komponen yang mempengaruhi customer perceptions of service
  18. 18. BACAAN LEBIH LANJUTC.R., Raduan (2009) Management, Strategic Management Theories and the Linkage with Organizational Competitive Advantage from the Resource-Based View, European Journal of Social Sciences – Volume 11, Number 3 (2009)KALPIČ, Brane (2002) Strategic management theory and application, Griffith UniversityHUI King-Chung, Ziggy (2012) Knowledge Management to be needed in on-line education, Teaching and Learning Centre Lingnan University, Hongkong.Zeithaml, Valarie A. dan Mary Jo Bitner (1996) Services Marketing. The McGraw Hill Companies. New York.
  19. 19. TERIMA KASIH Edy Hardiyanto www.call-hardy.blogspot.com Surel: e.hardiyanto@yahoo.co.id

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