Service operations management Essay Example | Topics and Well Written Essays - 1750 words

Service operations management - Essay Example The service sector poses tough competition to the conventional manufacturing industrial sector. The service operations management in the business process outsourcing (BPO) industry nurtures millions of jobs throughout the world. Many companies from the developed nations have outsourced their operations to other locations with benefits of low cost labor, lower investment in infrastructure and technology and employees with good skills and competencies. The BPO industry that serves organizations at other locations has emerged as global competitor for other industries in the manufacturing, service and public sectors in terms of revenues generated, profits made and costs saved, and work dynamics. An evaluation of services operations management in the BPO sector has been undertaken in order to understand various dimensions attached services operations management in this sector. The immense success recorded by the BPO industry has attracted many researchers from all over the world to study and understand business management; these cases are also examples of many management studies. The success of service delivery by companies from different locations in the world occupies much of management literature and research conducted during the previous two decades. This report will be based on Haskett’s (1987) review that provides basic framework for construction of service operations on integrated functions, strategic service vision, inner-directed vision, quality, information and technology. Transferring business operations from one location to other is highly challenging and requires special skills and competencies in terms of the five main management functions, planning, organizing, leading, coordinating and controlling. These five core functions are achieved through strategic planning and management; effective leadership; technology and skills; and human resources management. In general, these functions seem quite similar to any other

Managing Customers and Quality Essay Example | Topics and Well Written Essays - 2500 words

Managing Customers and Quality - Essay Example Services include scientific and specialty consulting as well as all aspects of engineering, construction, operations and maintenance. To maintain its success in existing markets and to enter new markets, JE needs to re-evaluate its current marketing mix. This report will discuss the current situation in this regard and redefine JE's objectives due to changes in clients' needs and expectations. To achieve this, the external and internal environment of the company is examined for potential influences that could lead to changes within the organization that will result in customer expectations being fulfilled. The services provided by JE and it's positioning in the present market is also looked at. The resulting strengths and weaknesses in addition to the opportunities and threats will be identified to ultimately provide strategies to compete globally and take advantage of existing opportunities. These objectives are SMART as per table 1. As a broad-based technical professional consulting firm, JE offer a complete range of services to help our clients maintain a competitive edge in their respective markets. From feasibility studies to operations and maintenance (O&M), we customize our services to meet clients' business and project goals. Our global network of technical experts work under a boundary less, seamless philosophy so that clients' receive the best, most economical project or program solution, worldwide. JE offer its services worldwide therefore more prone to be affected by external influences. It works in different social set-ups and so it needs to understand different culture and society. Technological innovations and its inclusion in services of JE play a very crucial role in providing best of services. Services provided by JE have to be economically prudent. Economic conditions of different countries in which JE operating as well as countries economic policies play a crucial role in JE success. Presently environmental factors are the major cause for concern in every country and almost for every project to be started. So JE policies and its commitment for health, safety and environment keep it in front of others. Finally the political situation and political decision-making plays an important role in almost every part of the world and it affects JE'S policies also. Working in global set-up JE has to deal with different political situation and ability to deal such situations decides the growth of the organisation. Basically external and internal environment and influences for any organisation could be appropriately discussed with the help of Porter's Model (Johnson and Scholes, 2006). Michael Porter's Five Forces Model, which is described below: Porter explains that there are five forces that determine industry attractiveness and long-run industry profitability. These five "competitive forces" are - The threat of entry of new