The History Of Service Management Marketing Essay

The History Of Service Management Marketing Essay Conduct a critique of the following service management ideas, theories, concepts and techniques, specifically with reference to their purpose, application and limitations and with regard to how these service management ideas, theories and techniques may contribute to the development of a successful business: Definition: The nature of the business the service in mind that the organisation wishes to create. The service concept helps the organisation focus on the value that it can provide to new and existing customers 2.1 The Purpose of the service concept The service concept can be defined into 4 parts (as defined by Clark et al. (2000), and Johnston and Clark (2001): The organising idea: The essence of the service bought, or used, by the customer. The service experience: The customers direct experience of the service process, which concerns the way the service provider deals with the customer. The service outcome: The result for the customer of the service (in particular the benefit provided, the resulting emotions and assessment of value for money) The value of the service: the benefits the customer perceives as inherent in the service weighed against the cost of the service. The purpose of the service concept is for a company to help provide a concept for its employees and customers with what they selling and buying, respectively. It should give the employees (e.g. Managers and their staff) a focus on what service they are providing and how to provide it to the customers. By defining the service concept, companies are able to deliver a higher level of service to its customer. Also, the service concept can become an important in the development of a business and further re-designing the service, to better suit their customers requirements. It is also an important element between the business strategy and delivery of its service products e.g. between a Regional Manager deciding the strategy and the floor staff implanting the service, with the strategy. An important point to make is that the service concept can help show the customers the benefits of the service to them, both tangible and intangible, which in turn can indicate the overall value of the service possibly provided to them. 2.2 Application I am going to apply the service concept to Subway. The organising idea Providing its customers with sandwiches and meals, with a quick service and value for money. The service experience Multiple choices of meals, multiple food outlets, long queue/waiting times around meals times e.g. lunchtime, efficient service The service outcome Healthy food, positive feeling of fulfilment, value for money Value of the service Quick service, with a cheap meal for the customer 2.3 Limitations One limitations of the applying the service concept within a business is that different sectors or departments of the business will have different and conflicting views, especially on how to make improvements. For example, a financial executive of McDonalds might suggest that to cut costs that they should cut down on staff. However, the managers of the actual stores might go against that suggestion, and say that the service to the customer would suffer if they had less staff. Different departments of the business are concerned about different issues and as a result applying a service concept that everyone is happy with is not possible. Another limitation of the service concept theory is that it include service strategy issues e.g. the positioning of the business in the market with its competitors and type of customers that the business has. This can have a big effect on how a business decides on its strategy, and sometimes cannot be applied to all businesses. One more limitation is that the service concept theory is based on (or parts of) a business being profitable, which is not always the case with all business. For example, with a car hire company, the sales sector is based on how many revenue and profit is made, whereas the warranty/repair sector is a cost-based, and cannot be measured on the performance on how much profit is made. To add this point, not all businesses are about making profit. Some businesses/organisations are about non-profit, so it can be hard to measure the successful of the change is the service concept, if the measures were based on profit. Concept Profiling Tool 3.1 Purpose of Concept Profiling Tool Service concept profiling as a strategic tool can be used to: Help create and give organisational structure Help (assess) the significance of a potential change of the service To push for strategic advantage The purpose of service concept profiling is to apply service concept to the business and help improve its services e.g. It can help managers and executives view their business in a new way to be stand out from it competitors. Through service concept profiling, a business can examine its current service(s) that it offers and look at the possible options for changes and see what improvements can be made, or redesign the service. Once the service concept has been agreed, it can help provide all departments/sectors of a business guidance on what the service is offering, and how to make those improvements to provide the customers of the business with a better service. An important part with applying the service concept is implementing the strategy into the service delivery e.g. interaction with the customer. Lastly, assessments and evaluation are needed to put in place to measure the successfulness of the new service concept compared to previous results. Application Limitations One limitation of the service concept profiling tool is that just a diagnostic tool. One issue is that it doesnt take into the macroeconomic environment. For example, one part of the macroeconomic environment is legal factors. A service company like Starbucks might find it hard to use and adapt a new service concept, which involves needing to employee more staff, if new laws have been passed which have raised the minimum wage, it can affect the costs of the these new staff, and ultimately affect whether it possible to apply the service concept profiling tool, with the extra costs. The SERVQUAL Model 4.1 The purpose of the SERVQUAL Model The purpose of the SERVQUAL model is a method for measuring service quality. It is a strategic tool, which helps discover if there is any gaps between the perceptions of the service offered, by the business, and that of the customer idea or views of the service. Below is the SERVQUAL Model: C:UsersAlex ThimayaDesktoppicture_zeithaml_servqual_gaps_model.gif 4.2 Application 4.3 Limitations

Review of Khayal Darpan

REVIEW ON KHAYAL DARPAN BY YUSUF SAIED IN LIGHT OF FAIZ AHMAD FAIZ â€Å"ROLE OF ART AND CULTURE† Khayal Darpan is the quest to discover the impact of partition on classical music in Hindustan, a documentary directed by Yusuf Saied. Yusuf Saied is one of the recent scholars who are trying to revive post partition culture and art which is somehow lost due to adoption of new Cultural identity. Yusuf other works include several articles on Islamic Modernization and Muslim community in India, he also directed an international documentary named â€Å" Tasveer Ghar† about Indian popular Culture and Art. As mention by great modernist poet Faiz, the body of art is the visible representation of a national identity, however in case of Pakistan forging an identity of its own rather than adopting from Indus valley civilization was the one of the reasons why pre partition art was throw in to abyss. 1 Khayal Darpan is well documented because it trace grounds and consequences of collapse of classical music what is named, â€Å" ILEM-E-MOUSIQI† in movie, to it ends in very optimistic observations. Khayal Darpan raised many vital questions about culture, nationalism and legitimacy of music in Islam. Yusuf documented some of the surviving practitioners and patrons of Classical music and observed the teaching of music in several institutions. Movie starts with very grounds of â€Å"_Biathaks†_ and â€Å"_Takias__†_ in Lahore where musicians from all over undivided India performed for perfection in â€Å"ILEM-E-MOUSIQI†, with great names such as Amer Ali, Ashiq Ali, Amnat Ali, Roshanara Begum and Bade Ghulam Ali. Yusuf journey takes him to Talwandi Gharana master practitioners of Dhrupad art of music. Things however gradually changed following partition with political identities slaughtering the art, anything with names of Hindu deities were banned on radio, names of Ragas were changed and some new Ragas were also introduced in classical music. Yusuf followed the first part of documentary with controversies during migration and its impact on music with gradual death of art and cultural exchange among two countries. Queries were often raised in masses why to adopt something which contain names of Hindu deities, tracing to it very beginning the classical music or Dhrupad art was developed by a Muslim Sufi Ameer Khusroo, and as Faiz define_ Art as a way of expression of urges, impulses, instinct, dreams, illusions, conflicts, happiness, and unhappiness, and fulfillments and frustrations of a human group_. 2 Second part of movie focus on problems faced by Classical Music after creation of Pakistan. Anti Indian, cultural and Political policies which were imposed in Pakistan did great causalities to â€Å"Khayal† and â€Å"Thumra† style of music. The Anti Indian sentiment which was induced in every Pakistani by political agents in country did great damage to culture which is now long forgotten. Indus Valley Culture was completely eliminated from post colonial society of Pakistan. Anything which relates itself to Sanskrit or Hindi was considered Indian and person practicing it was considered to be unpatriotic. This was very case in India with promotion of anti Pakistan and anti Urdu sentiment. These policies made their impacts on culture, art and literature of both countries. Movie continue with religious attacks on Music with â€Å"DEO BANDS† calling music forbidden in Islam completely neglecting the reality that music in South Asian society was patronized by Sufis. Moreover all of music teacher were related to red light area of Lahore â€Å"HERA MANDI†, this was also the reason why music was made so much unpopular in local masses. There were Valiant efforts to save art and this task was taken by musician themselves but with nearly no one patronizing classical music in society other than few listeners and singers. Later movie takes in account the change of trends in music genres. Ghazal became a popular genre in late sixties and early seventies. As Badaruzaman, classical singer from Lahore explains the reason for absurdness of old genre and denounces adoption of new genre as reason for their obscurity of classical music. However classical music was thrown into obscurity, like traditional Urdu poetry, because of stubbornness and lack of acceptance of new ideas into its regime. Classical music was not accessible and understandable to masses, like son of Tufail Niazi, folk singer explains, and how their father tired to make classical music accessible and understandable to masses. Faiz Ahmad Faiz in his Article, â€Å"Role of Arts & Culture†, tired to explain the factors for downfall of performing art in sub continent. According to Faiz the downfall of Mughal Empire brings arts of music and dancing to red light areas which gradually became morally unacceptable to society. The social prejudices attaching to artists of that time make art unpopular; the concert halls (Kothas) of Banaras and Lahore which was once appreciated by Nawabs and Rajas of subcontinent became a center of prostitution rather than a place of appreciation of performing art. Secondly he blamed imperialist rulers and colonial rule in India who sought to replace Indian culture with their own. During colonial rule national arts were held up to scorn and ridiculed and their western counterparts were popularized. After independence performing arts were apprehended by political and religious agents in both countries. _Performing art became immoral, vulgar and hence antireligious and ideologically unacceptable by both societies, however only classical music was apprehended on these religious and moral _grounds. Thoughtless and ill advised cultural shows during military rule in Pakistan was also the main factor in disrepute of performing art in Pakistan. All these factors provided a sanctuary to western art in Indian society which was adopted by later generations in Pakistan. 3 Third part of movie focuses of â€Å"modernism†, and its effects on art, culture, and literature. There was change in nearly every sect of society, throughout the world. There was mass adoption of western (modernist) cultural trend which is usually mistaken as adoption of western culture. Adoption of Pop and rock music became popular in new generation in Pakistan. Badaruzaman, classical singer from Lahore elucidates the reason of popularity of modern music; according to him clarity of lyrics in songs is the main reason for acceptance of Pop in Pakistani society, and deprecates the complexities of classical music for its downfall. Sarah Zaman talks about the void between traditional music and modern music which according to her is not created in India and Pakistan. She hopes that new generation will see towards traditional music with new approach. She also talks about the ideological differences between generations and how new generations look down upon traditional music and calls it as refutation of our cultural and traditional values. Last part of the movie compares western music with our traditional music. After World War 2 western music changes its trend and despite of ballads, sonnets and romantic songs a new genre of music were developed in western art with their lyrics mainly focusing on topics of wars, religion, society and humanity. On other hand Indian music was still not out of â€Å"Heer Ranja† and â€Å"Sassi Pannu†. It is not western music which is to be blame for dilemma with our traditional music. Horn of dilemma, tradition versus modernism was not limited to performing art but in literature traditional ways were rejected by new generation poets. Tides of time change the use of art in a society, trend of â€Å"art for art† for replaced by â€Å"art for life†, however our classical musician were late in realizing the requirements of new generation which gave a refuge to western music in Pakistani society. Faiz also describe the problem of national identity and relates it to the classical tradition of the arts. Traditions of dancing and music were in Indian society long before arrival of Islam in region; hence contain many ingredients which are not related to Islamic social traditions. Tradition of dancing and music also contains many ingredients from areas which are not Pakistani so this tradition cannot be exclusively Pakistani. Should this tradition then be accepted or alienated from Pakistani society? According to Faiz there are two schools of thought in Pakistan arguing on this question. First school of thought wants to develop a complete new national identity with estranging all elements of our past, but this thought leaves a big question mark on issue relating Urdu as national language and Hockey as national. The differing view on adopting or alienating tradition is that this tradition was accepted by our forefathers and this tradition represents days of Muslim glory in South Asia. This tradition should be accepted and actively patronized. There is also another points of view in this context that a clear distinction should be must be made between non-Islamic and Anti-Islamic in arts. 4_ It is obvious from the movie and article that political and religious agencies were main reason for downfall of this tradition in Pakistan. Classical musician should also be held liable for several reasons which played important role in alienating and diluting society from this tradition

Disadvantages Of Balance Scorecard Accounting Essay

Robert Kaplan and Norton came up with balance scorecard in 1990s.The balanced scorecard consists strategically oriented set of ends which are grouped into four different positions which includes fiscal, internal procedures, client, larning and growing. It is known to be a model for public presentation measuring that added strategic non-financial public presentation steps to traditional fiscal prosodies to give directors and executives a more ‘balanced ‘ position of organisational public presentation. ( Balance scorecard insititute ) The BSC is a theoretical account that integrates fiscal and non-financial strategic steps. Bing a high profile theoretical account BSC has attracted attending from practicians and faculty members. BSC relies on the scheme construct developed by Porter where he argues sing the kernel of explicating a competitory scheme lies in associating a company to the assorted competitory forces in the industry. Kaplan and Norton emphasize that non-financial strategic aims should non dwell of an random aggregation of steps but they should consist balanced representation of both fiscal and non-financial information. ( The Economist )Advantages of balanced scorecardImproved creativeness along with unannounced Ideas. It besides helps aline cardinal public presentation steps with scheme at different degrees of an administration and provides the direction a comprehensive image of the concern operations. Balanced scorecard facilitates effectual communicating and apprehension of concern ends and schemes of an administration. Transformation of scheme into action. This construct provides strategic feedback and acquisition. Reduced time-frame and improved competitory advantage Improved determination, procedures and better solutions. Enterprises are often measured and evaluated against the industry criterions. ( Balance scorecard Australia ) The empirical survey conducted by Sun blare, Granlund and Brown ( 2010 ) concluded that the balance scorecard is eligible to make a balance in multiple aims and the survey highlighted to hold balanced both in footings of procedure and results. In instance of Philips Medical Systems North American ( PMSNA ) the company used balanced scorecard in order to upturn answerability for consequences. Through the execution of world-wide scorecard system Philips has realized its important benefits and has besides succeeded in concentrating the company on diverse set of concern steps. ( SCRC articles )Disadvantages of balance scorecardIt is merely considered as a list of prosodies which does non supply bottom line mark with clear recommendations. The tonss obtained are non based on any fiscal or economic theory in other words the procedure is subjective. Critics have besides claimed that the positive feedback from the balance scorecard users may be due to the placebo consequence as there is are no ascertained surveies related to the usage of balance scorecard to improved determination devising or better fiscal public presentation of companies. Resistance towards equilibrate scorecard from employees or even higher degree directors. It is clip devouring to accommodate to equilibrate scorecard strategic system. High execution cost is involved at the initial phase. ( Vector survey )Criticisms and options of BSCMany options have emerged to equilibrate scorecard such as public presentation prism, consequences Based Management and Applied Information Economics. In 2000, the Federal CIO Council commissioned a survey to compare the two methods AIE and BSC by funding surveies in side-by-side undertakings in two different bureaus. The Dept. of Veterans Affairs used AIE and the US Dept. of Agriculture used Balanced Scorecards. The consequence in study revealed that while AIE was much more sophisticated, AIE really took somewhat less clip to use. AIE was besides more likely to bring forth findings that were newsworthy to the organisation, while the users of balance scorecard felt it merely documented their inputs and presented no other specific penetration. Neely ( 2002 ) argued that the most ambitious job of balance scorecard is that it lacks legion of import involvement groups in its construction such as providers, co-operation spouses and close neighbors. Neely besides recommends that it would be executable to utilize a public presentation prism method as a possible beginning for adding new involvement groups to the model of balance scorecard whereas Simons references that it might be reasonable to add a elaborate characteristic where specific undertaking force or a certain individual will be assigned in every administration who is straight responsible for roll uping information about external chances and menaces. Pandey ( 2005 ) after critically analyzing the balance scorecard argued that he had no uncertainty sing the public presentation betterment procedure being a critical portion of strategic planning but he raised a inquiry that whether the balance scorecard linked with the scheme leads to break public presentation and communicating as claimed by the advocates. In 2008 Othman suggested that there must be a nexus in the balance scorecard and scenario planning mentioning to the strategic planning that is robust to different external conditions and this will guarantee that balance scorecard is non merely representation of present state of affairs. Kaplan, Norton and Rugelsjeon ( 2010 ) answered to the unfavorable judgment sing the external orientation. They answered how the administrations can be saved from failures of confederation jobs and the writers claimed that the confederations can be better managed through balanced scorecard due to its strategic orientation. ( World applied science diary )DecisionMany international research studies have revealed that the balance scorecard construct is a extremely widespread tool around the universe. Despite legion success narratives at that place have been besides several unfavorable judgments and instances where the execution failed. The 2005 study conducted by Brains and company shows that 57 % of th e universe & A ; acirc ; ˆâ„ ¢s houses use balanced scorecard as their public presentation direction system. A study conducted by the 2GC in 2011 the study consequences show that the primary function of the Balanced scorecard is still strategic direction. The figure of participants who view the Balanced Scorecard as a really or highly valuable direction tool consist of 75 % . From the above statistics we can reason that broad figure of administrations utilizing balance scorecard to better their organizational public presentation. ( 2GC active direction ) It can be concluded that balance scorecard is an effectual public presentation tool but the suggested betterments have to be undertaken in order to increase positive consequences. Some of the recommendations can be given in order to better the balance scorecard public presentation measuring: The focal point should be future oriented non simply consist of the past and current state of affairs prevailing in the administration. Common steps of balance scorecard should be adopted by all SBU & A ; acirc ; ˆâ„ ¢s in order to guarantee uniformity in public presentation rating. Supportive civilization should be predominating in the administration in order to guarantee successful execution of balance scorecard. Balance scorecard should non merely be utilised for high public presentation but besides organizational invention and merchandise development. Responsiveness to different external state of affairss in the concern environment.

My Dreams At My High School - 1280 Words

Throughout the past few nights and mornings, I made an extra effort to remember and record my dreams from the previous evening. After re-reading the notes taken on my dreams I have come to the conclusion that my dreams are peculiar, hopefully I can make sense of them after looking at the different theories of why we dream. My first dream started off with myself visiting my high school, James River High School; except when I took the first few steps in, everything looked distinctly contemporary. After being built in the 90s, the first word one would use to describe James River is definitely not â€Å"modern†; however, as I continued to explore, the layout had completely transformed. There was a catwalk that circled the perimeter of the gym and into teacher’s offices and all the walls that were made of cinderblock had transformed into glass. Yet, somehow I already knew exactly where to go. I was walking along the catwalk overlooking the gym as I observed the cheerleaders and the lacrosse team practicing. Once I looked closely at who was on the teams, I noticed that people in my graduating class were still in high school; this confused me because I assumed we moved on to bigger and better things in college, but it seemed I was the only one that did. During my walk around the gym to the glass offices I heard explicit music playing, something out of the ordinary for my usually strict school. Then I started to dance along the catwalk, luckily there was a railing to prevent me fromShow MoreRelatedMy Dream For High School788 Words   |  4 Pagesleave you at school. As a child that has begun school, you have been expected to put in all effort and the importance of getting extraordinary grades. A few years later you are expected by everyone to have a clear understanding of your future life. 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