Service management Essay Example | Topics and Well Written Essays - 2000 words - 1

Service management - Essay Example The three organizations are then evaluated to outline specific activities that are examples of excellent service management. Service refers to the interactions that occur between customers and service providers. These service providers are usually employees of organizations that provide services as their main focus of business (Patti, 2008). Services are usually different from products in several aspects. This makes their management different compared to product selling management. One aspect that makes the management of services different is that they are produced and consumed simultaneously, in the presence of customers. The presence of consumers of services during their production requires perfection since unlike products; there is no time for testing their effectiveness. Service encounters refer to the points of interaction when service providers are delivering services to the customers. The effectiveness of service delivery in satisfying customers results from excellent service management. Excellent service refers to the activities that lead to customers having the best experiences beyond their expec tation. Successful management of these activities to ensure their continuity is referred to as excellent service management. This report will examine these activities in three organizations (John Lewis, Jocobite experience Loch Ness and Citizen M Hotel) and evaluate how they qualify to be excellent service management. For a service encounter to be termed excellent, it must be viewed as a package and not as fragmented components (Smith, 2004). Viewing as a package will enable the service providers to take a holistic approach, ensuring that all aspects of service delivery that makes a good customer experience are enhanced. All the components of a service package must be uniform in the image they portray to the customers. Customers always derive experience from the

What are the main data collection techniques to elicit requirements Is Essay

What are the main data collection techniques to elicit requirements Is one better than another What is the preferred method - Essay Example Basically, there are two types of interview: structured and unstructured interview based data collection methods. We can extract a lot of useful data through such interviews. We can use this technique to discover people’s opinions, feelings, objectives and hard facts. However, there are certain limitations of this method, for example a large amount of qualitative data can be hard to analyze and it is extremely difficult to compare diverse respondents (Fisher & Foreit, 2002; Summerhill & Taylor, 1992). This is a significant data collection technique to elicit requirements. This method allows us to collect data and information quickly a large number of people. Here we are able to easily manage this process remotely. This can also offer a great deal of support for collecting data about beliefs, attitudes and characteristics. However, there are also certain problems with this method like that its simplistic (presupposed) categories offer a very small background. Here we also have no room for users to communicate their real requirements (Fisher & Foreit, 2002; Summerhill & Taylor, 1992). This data collection technique to elicit requirements is used for summarization as well as feedback. Here we are able to discuss the outcome of the data collection stage. This method also allows us to extract a set of requirements. We can use this data collection technique as a significant management tool. However, the scope of this technique is very limited (depends on the discussion) (Fisher & Foreit, 2002; Summerhill & Taylor, 1992). This data collection technique to elicit requirements is based on the brainstorming and project team. This technique allows us to make use of more natural communication between people as compared to a formal interview. In this scenario, we are able to measure reaction to motivation materials (for example: storyboards, mock-ups, etc.). This method has also some disadvantages for instance it is can create unnatural