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KOMAL KAMRA .POOJA SHROFF NARENDER CHAUHAN ABHIJEET KUTE SAGAR PAWAR OM PRAKASH TALREJA      PROF.
STRATEGY. . THAT HELPS US IN FUTURE. KOMAL KAMRA FOR GIVING US OPPORTUNITY TO KNOW THE IMPORTANCE OF MISSION.ACKNOWLEDGEMENT WE ARE VERY THANKFUL TO PROF. W E HAVE GOT AN AMPLE OF KNOWLEDGE. VISION. AND LEADERSHIP IN SERVICE MANAGEMENT.
INDEX TOPIC INTRODUCTION VISION SERVICE VISION MISSION MISSION &SERVICES STRATEGY STRATEGY AT DIFFERENT LEVELS SERVICE STRATEGY CASE EXAMPLE SERVICE LEADERSHIP FUNCTIONS OF SERVICE LEADERS REMARKS SIGN LEADING A SERVICE ORGANIZATION QUALITIES OF SERVICE LEADERS INTERNAL AND EXTERNAL LEADERSHIP CONCLUSION BIBLIOGRAPHY .
This blend of internal and external focus is the key to their strategic success. What sets these companies apart from the Pack of the service excellence. Externally. Rolex in watches and Nikes in sports shoes. For example. . They win their chosen customers by delighting them and beat in satisfaction game. reap the rewards of customer loyalty. they pull together various parts of the business system into a cohesive whole in order to help to develop and deliver customers satisfying responses. & enjoyable satisfying one. price insensitiveness. many service firms also have made their name in different service categories. Internally. Federal Express is known for small pack overnight delivery While Marriot and Ritz-Carlton icons in the field of hospitality.INTRODUCTION Some of the companies always stand out in the field of operations. Customers satisfying responses that these firms are able to extend to the chosen market. They stand tall over the others in the competitive game. Service strategy is not an exercise in development of competition beating specification but it is much more it is preceded by a vision to achieve something that makes the customer's life better. Sony in the field of electronics. an ability to command a premium. Like physical goods. The ability to connect with customers in achieving value differences to beat the competitors is at the heart of their strategy. These are leaders in their marketing arena. they maintain unwavering market focus. For example. Wal-Mart is respected in mass retailing. their vivid definition of service idea and flawless execution directly connects with target customers. Electrolux in the white goods.
That's why it's important when crafting a vision statement to let your imagination go and dare to dream .and why it's important that a vision statement captures your passion. your vision statement will have a huge influence on decision making and the way you allocate resources. Unlike the mission statement. Be sure when you are creating one not to fall into the trap of only thinking ahead a year or two. not for your customers or clients. it does set the direction for your business planning. A vision statement may apply to an entire company or to a single division of that company. Whether for all or part of an organization. as it is the core of your inspiration motivation. Your business vision statement is the starting point for any business planning. your mission statement and your core Competencies can be a valuable starting point for articulating your values. When writing a vision statement. Your vision statement is your inspiration. "Where do we want to go?" What you are doing when creating a vision statement is articulating your dreams and hopes for your business. . the vision statement answers the question.VISSION A vision statement is sometimes called a picture of your company in the future but it is SO much more than that. a vision statement is for you and the other members of your company. Once you have one. It reminds you of what you are trying to build while a vision statement doesn't tell you how you're going to get there. the framework for all your strategic planning.
. Increasing revenues to 1 million dollars in 2010 by becoming internationally known for the comfort and excitement of the whalewatching tours it offers. Motivation to the employees so they perform in the agreed direction. .Good vision can serve the following four purposes:- y y y y Clarity for all with regard to the direction of the project. Coordination in all the activities To promote Talent worldwide and become a market leaders in Quality Recruitment. ZZZ Tours will become the premier eco-tour company in whale-watching tours. EXAMPLES:- A vision statement for a company offering whale watching tours: Within the next five years.
POOJA SHROFF  . Their Actions are wider than the words. Good service is not enough for excellent service providers. belief in others. vision. four specific qualities that foster service achievements in organizations. the thinner is the company's service policies and procedure manual. Service excellence is based on attending to small details and nuisances that mediocre providers usually dismiss as trivial and of no consequence. Service excellence is the driving force of business. of the qualities that are often ascribed to leaders in general. love of business and integrity. if not all. Service leaders define service vision for the people. They continually sound trumpet of excellence. The service vision provides guidance and clarifies the roles that people are supposed to perform. The stronger the. Service leaders exhibit most. They not only articulate in words. There are.SERVICE VISION Service vision is one of the key qualities of service leaders. however. Leaders have service vision that includes the quality of service as a foundation for competing. In fact how an organization handles small things sets the tone for how it handles everything else. There are service vision. Excellence separates top performers from the mediocre performers.
the mission statement of Canadian Tire reads (in part): "Canadian Tire' is a growing network of interrelated businesses. . activities." As you see from these two mission statement samples. service and assortment." The mission statement of Rivercorp. both as a way of ensuring that everyone in the organization is "on the same page" and to serve as a baseline for effective business planning. "Why do we exist?´.MISSION A mission statement is a brief description of a company's Fundamental purpose. B. Every business should have a mission statement. The mission statement articulates the company's purpose both for those in the organization and for the public.. business development consultants in Campbell River. is: "To provide one stop progressive economic development service through partnerships on behalf of shareholders and the community. and business makeup. A mission statement answers the question. For instance. price. The difference between a mission statement and a vision statement is that a mission statement focuses on a company's present state while a vision statement focuses on a company's future. Canadian Tire continuously strives to meet the needs of its customers for total value by offering a unique package of location. all mission statements will broadly describe an organization's present capabilities. mission statements are as varied as the companies they describe. However. customer focus.C.
In QSCV it stands for quality. Even the most ordinary job assumes significance inspiring good performance. McDonald pursues the vision To Satisfy the World's Appetite for Good Food Well Served at a Price People Can Afford. It is something with which people can relate beyond the job they are assigned. It serves as a guide to all their policies and actions in all the areas of the enterprise. service. . It leads to enthusiasm. commitment and pride. These letters stand as a unique dictate for all the employees in the McDonald world. and external customers happy and contented. First it provides direction and definition to business. Mission statement can be very useful for a firm. a mission can fire passion for work. mission ensures focus and consistency in the efforts by drawing attention to strategically crucial areas. Thirdly. cleanliness and value. The intangible nature of services often makes service providers get over involved in operations and miss out on the human aspect of their interactions and the commission can get people to become committed to what an organisation seeks to achieve. A further mission simplifies the decision-making. Secondly. It helps strategic decision-making by defining what the organisation sets out to achieve and what is beyond its scheme of things. There are many advantages that may flow from a mission statement. mission can be instrumental in providing meaning to work people do. The difference between the job and the interest vanishes. The mission ensures that attention is never deviated from what is crucial for keeping both internal. What makes these outlets successful is a set of values. McDonald's outlets are spread all over the world in different countries. Finally.MISSION AND SERVICES An effective sense of mission can go a long way in motivating people especially contact staff to provide enthused performances. When value contiguity exists between an organisation and its members the work becomes a mission. Mission can also pose constructive challenge to people in the system by defining what success is or what efforts should be made to meet that challenge.
Its prime function is internal ± to define the key measure or measures of the organization¶s success ± and its prime audience is the leadership team and stockholders.MISSION AND VISION STATEMENTS Vision Statements and Mission Statements are the inspiring words chosen by successful leaders to clearly and concisely convey the direction of the organization. By crafting a clear mission statement and vision statement. . but this time they do so in terms of the organization¶s values rather than bottom line measures (values are guiding beliefs about how things should be done. ³Mission Statements´ and ³Vision Statements´ do two distinctly different jobs. Vision Statements also define the organizations purpose. it gives direction about how they are expected to behave and inspires them to give their best. you can powerfully communicate your intentions and motivate your team or organization to realize an attractive and inspiring common vision of the future. For employees. A Mission Statement defines the organization's purpose and primary objectives.) The vision statement communicates both the purpose and values of the organization. it shapes customers¶ understanding of why they should work with the organization. . Shared with customers.
The intent of the Mission Statement should be the first consideration for any employee who is evaluating a strategic decision." give ordinary folk the chance to buy the same thing as rich people. The statement can range from a very simple to a very complex set of ideas." .MISSION STATEMENTS The mission statement should be a clear and succinct representation of the enterprise's purpose for existence. Provide educational services that allow all children to experience learning success and become life-long earners and contributing members of our community. The following are some examples of mission statements from real enterprises:- 4M `S "To "To "To "To solve unsolved problems innovatively" preserve and improve human life. products/services." make people happy. It should incorporate socially meaningful and measurable criteria addressing concepts such as the moral/ethical position of the enterprise. the target market. the geographic domain and expectations of growth and profitability. public image. My company's purpose is to: Sell shoes of the highest quality so every customer can find a pair of shoes they actually love to wear.
The mission statement of Farm Fresh Produce:³To become the number one produce store in Main Street by selling the highest quality. freshest farm produce. The owner identifies two keys measures of her success: freshness and customer satisfaction.EXAMPLE OF MISSION STATEMENT: Take the example of a produce store whose winning idea is ³farm freshness´. She creates her mission statement ± which is the action goal that combines the winning idea and measures of success. from farm to customer in less than 24 hours on 75% of our range and with 98% customer satisfaction.´ .
it's the vision statement that provides the destination for the journey. it provides the inspiration for both your daily operations and your strategic decisions. healthiness. effective business planning would be impossible. customers and farmers alike: ³We help the families of Main Town live happier and healthier lives by providing the freshest. A photograph in words of your company's future. how can you plan the route? Using the example mission statement developed for Farm Fresh Produce. Here¶s the Vision Statement she creates and shares with employees. the owner examines what.VISION STATEMENTS A vision statement is your ticket to success. tastiest and most nutritious local produce: From local farms to your table in under 24 hours. tastiness and ³local-ness´ of the produce.´ . and without a destination. The four most important things she identifies are: freshness. Without a vision statement. her customers and her employee¶s value about her mission.
1. individual pride and company spirit. at a price people can afford. delivered by best in class people. anywhere. NARENDER CHAUHAN  . The following is a sample of the statements used by company in order to forge a corporate identity. A top IT company: To be a globally respected corporation that provides best of breed business solutions. An airline company: Dedication to the highest quality of customer service delivered with a sense of warmth.MISSION AND VISION SOME EXAMPLES A study revealed that over 70 per cent of Indian companies use mission and vision statement to convey values and aspirations. A5-star hotel chain: To provide the finest inhospitality services with a view to becoming the businessmen's preferred choice of hotels. friendliness. A fast food chain: To satisfy the world's appetite for good food. 2. 3. A telecommunication company: We are dedicated to being the world's best at bringing people together. well served.anytime. leveraging technology. giving them easy access to each other and to the information and services they want and need . 4. 5.
strategy is about: Where is the business trying to get to in the long-term? (Direction) Which markets should a business compete in and what kind of activities is involved in such markets? (Markets. Corporate Strategy: Is concerned with the overall purpose and scope of the business to meet stakeholder expectations. . finance. In other words.STRATEGY "Strategy is the direction and scope of an organisation over the long-term: which achieves advantage for the organisation through its configuration of resources within a challenging environment. relationships. environmental factors affect the businesses' ability to compete? (Environment) What are the values and expectations of those who have power in and around the business? (Stakeholders) Strategy at Different Levels of a Business: Strategies exist at several levels in any organisation -ranging from the overall business (or group of businesses) through to individuals working in it. assets. and facilities) are required in order to be able to compete? (Resources) What external. Corporate strategy is often stated explicitly in a ³mission statement´. scope) How can the business perform better than the competition in those markets? (Advantage) What resources (skills. to meet the needs of markets and to fulfill stakeholder expectations". technical competence. This is a crucial level since it is heavily influenced by investors in the business and acts to guide strategic decision making throughout the business.
Identification of target. Marriott ² known for unparalleled hospitality. It means developing a link between the internal aspects of business that exist in the form of operations and the outside logic that exist in the former market. gaining-advantage over competitors. Operational Strategy: Is concerned with how each port of business is organised to deliver the corporate and business-unit Level strategic direction. SAS ² providers of excellent business travel. The firms successfully break the sound barriers. All outstanding service organisation . exploiting or creating new opportunity etc. Walt Disney ² known for providing unforgettable experiences.that unfailingly delivers small packets over nights. meeting needs of customers. These firms alter the very basis of the way competition happens. Operational strategy therefore focuses on issues of resources. ABHIJEET KUTE  . managed differently from their merely good rivals. British Airways ² known for its people mindedness. market segment development of a service concept to address the needs of the consumer in the target market . Strategic service vision consists of four elements. They have different assumptions on the way successes are achieved. people etc. This calls for development of strategic service vision. Service firms often have a tough challenge of directing operations and marketing as one function. It concerns Strategic decisions about choice of products. There are always one or two firms in every industry that stands out from the rest in the pack. Service Strategy: One is often confused about why there is only one McDonald¶s! outstanding fast food service providers. Their missions are stated differently. processes.Business Unit Strategy: Is concerned more with how a business competes successfully in a particular market. codification of an operating strategy to execute service concept and finally design of service delivery system to support the operating system. They seemed to be prepared by some' force unavailable to their counterparts. FedEX .
For instance Ml stands for pepperoni and LO is large.Case example: How Dominos makes it in 30 minutes: Dominos competes in Pizza market with its unique selling proposition: delivery within 30 minutes or free. The chains outlets delivered to places that fall within the 10 minutes of the scootering.-skill training. and 20 minutes for the delivery. the Pizza is put on a rolling oven. During this time accompaniments like Chilli. The processing involves a number of steps. They have multi. This permits easy switching from one job lo the other. where it takes not more than seven minutes. Different types of codes words are used for different types of Pizzas. to closing time. oregano flakes and napkin are put in the delivery box. and at 12 noon to 9 p m and 6 p. The delivery is made between 11 a.m. to 6 p. The workers are organised in three tires in the system: order takers. But by training they are not totally compartmentalized.m. A complex operating strategy makes it possible for the pizza chain to be able to make deliveries within the promised time frame the timeframe is broadly divided into two parts 10 minutes for preparation of pizza. it is keyed into a computer system. The boxes are already marked with recipients address. As the customer place the order.m. On special occasions like Dussera and Diwali. the time frame of 30 minutes does not apply. pizza makers and delivery boys.m. The keyed order flashed on the screen at the assembly table. After assembling.. The time for assembling expected does not exceed two minutes. With the Pizza is on the move to make it in time. and 11 pm -The outlets work in three shifts: 9 a. .
. Operations Specialist works with the technology leaders around the world in order to develop new applications that create a brand identity.SERVICE LEADERSHIP: Service leaders are those Firms that stand out in their respective I markets and industries. These organizations are the captains of their respective industries although service professionals are good. and contact with lead customers are employed in development of new breakthrough services. set the right strategic priorities. Marketing effort so make extensive use of relational databases that offer insight into customers. But human leaders must take them in the right direction. As a result. Concept testing. service delivery is a seamless process organised around the customer. and ensure that the relevant strategies are implemented throughout the organisation. service leaders are outstanding! Their company names are synonymous with service excellence and in ability to the delight customers. observations. They are recognized for their innovation in each functional area of management as well as for their excellent internal communication and coordination. who are often addressed on a one-to-one basis.
competitors just can`t much.house research and focus on innovation and excellence. Continuous experimentation. d) Raises customer expectation to new levels and improves continuously. (h) Seeks to perform at levels. (2) OPERATIONS FUNCTIONS In. even when geographically far apart. c) Uses concept testing observation and use of lead customers as input to new product development. Closely integrated with front stage delivery. (e) Understands conception of return on quality and actively seeks customer¶s involvement in productivity improvement. b) Employees state of art research techniques. Focus on Continuous improvement. (g) Working with the technology leaders in order to develop new applications that create first mover advantage. (a) (b) (c) (d) . e) Company name is synonymous with service excellence and its ability to delight customers raises expectations to the levels that competitors can`t meet. (f) Ongoing testing of new processes and technologies. a) Conducts sophisticated analysis of relational databases as inputs to oneto-one marketing and proactive account management.Functions of Service Leaders: (1) MARKETING FUNCTIONS.
SAGAR PAWAR (21) .(3) HUMAN RESOURSES FUNCTION (a) Create an excellence worker culture. (b) HR helps top management to nurture culture. (d) Mentor workers to enhance career growth. (c) The employees innovative and empowered and committed to firm`s values and goals.
Creating an appropriate vision of where the organisation needs to go. Producing sufficient short term results in order to create credibility. Putting together a strong team to direct the process.LEADING A SERVICE ORGANISATION In most successful change management processes. Communicating that new vision broadly. Building momentum and using that to tackle tougher change problems. Empowering employees to act on that vision. Anchoring the new behaviors in the organizational culture. . people need to move through eight complicated and often time consuming stages: (1) (2) (3) (4) (5) (6) (7) (8) Creating a sense of urgency to develop the impetus for change.
service leaders visualize quality of service as the foundation for competing. Love for the business is another service leadership characteristics service leaders are driven by a set of core values that they infuse into the organisation. Value driven leaders rely on their values in order to navigate their companies through difficult period. or the pricing strategy. . the specific services. Service leader need to believe in people who work for them and to make to communicating with employees a priority. The critical role of value driven leaders is cultivating the leadership qualities of others in the organisation.QUALITIES OF SERVICE LEADER Service leader requires a special perspective. Regardless of the target markets.
QUALITIES OF SERVICE LEADERS PATIENCE UNDERSTANDING DISCIPLINE CHARACTER HONESTY CONFIDENCE QUICK THINKING HARD WORKING .
In case of Wal-Mart. inherited from his father the position of chief executive of the company that bears the family name. so this task was to preserve that culture as the company grew and to select a successor who would maintain an appropriate culture as the company continued to grow. and promoting the quality and value of their firm¶s services. to different areas of the company¶s operation. chief executives such as Walton and Marriott have also assumed external leadership roles. J. serving as ambassadors for their companies in the public arena. Often. preferably unannounced. It provides insight into both-back stage and front stage operations as well as the ability to observe and meet both employees and customers and to see how corporate strategies are implemented on the front line.INTERNAL AND EXTERNAL LEADERSHIP There are important distinctions between leading a successful organization that is functioning well or redirecting a successful organization into new activity. and bask in widespread public city may even turn off the low paid service workers at the bottom of the organization. Marriott Jr. There is a risk that the prominent leaders may become too externally focused at the risk of their internal effectiveness. this requires the approach known as management by wandering around. OM PRAKASH TALREJA (55) . In addition to internal leadership.W. Marriott has often appeared in his company¶s advertisement. Sam Walton created both the company and the culture. Wandering around involves regular visits. Although it was the son who transformed the company from an emphasis on restaurant and food services into a global hotel Corporation. Another risk is that a leadership style and focus that has served the company well in the past may become inappropriate for a changing environment. CEOs who enjoy enormous income maintain princely lifestyles. One of the traits of successful leader is the ability to role model the behavior they expect of managers and other employees. he strove to maintain the corporate culture that followed from the founder¶s philosophy and values: ³Take care of the employees and customers´.
. IMPORTANT STRATEGIES AND EFFECTIVE LEADERSHIP . . CONSISTING OF PRE PROGRESS IF OBJECTIVES. VISION. AS MISSION WILL COMPANY WILL THINK OF ACHIEVING BIG COMPANY. LEADERSHIP AND STRATEGY PLAYS A IMPORTANT ROLE TO ACHIEVE A GREAT HEIGHTS FOR THE ANY COMPANY HAS NO FUTURE WITHOUT MISSION. COMPANIES MISSION HAS DIRECT VISION OF COMPANY.CONCLUSION WE HAVE COMPANY PLANNED WITH CONCLUDED THAT TO HAVE A WHILE FAIR MANAGING SERVICES A RELATION ONLY NEEDS VISION.
COM (2) SERVICE SECTOR MANAGEMENT (VIPUL`S BOOK) ROMEO S.BIBLIOGRAPHY (1) WWW.GOOGLE. MASCARENHAS .
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