Samantha Lord Grace C.

Santos ACMSERV K31

11809434 July 23, 2021

Reflection Paper: Service Management Webinar

As I listened to the Service Management Webinar conducted by Ms. Beata, I was inspired
by how she became more of a service to her community and influenced other people to become
responsible business leaders. Sharing her experiences in Accenture and AT&T, she was able to
provide valuable service and welfare to all stakeholders by formulating innovative solutions to
further elevate and achieve the company’s objectives. I also appreciate how Ms. Beata shared the
stewardship theory, where an individual focuses on being selfless and does one’s action for the
betterment of society. Having this mindset truly helps individuals to see the reasoning behind
one’s actions and focus on being of greater service to the community.
In relation to service management, the concepts that were discussed in class made me
realize that all of the models and activities help future business leaders to optimize their
collective value. Through the SERQUAL Model, Kano Model, and Service Profit Chain, I can
clearly see the key areas of corporate governance which makes me better reflect on how I
enhance value creation while striking a balance for the common good. It is also efficient and
effective that we tackle different examples of service providers and examine their strengths and
weaknesses. Additionally, the usage of breakout rooms and innovative group exercises also
challenge students to strengthen teamwork and collaboration with others. Through collective
actions, individuals can provide valuable outputs, establish relationships, and become part of
something bigger than oneself.
Through this seminar, I realized that it is my responsibility to strengthen my theoretical
knowledge and apply it to practical applications as a future change agent. As challenges and
difficulties come, I must remain true to my values and principles with my purpose in the
organization, to be more of a service to others. This talk enlightened me on how I must
continually show clarity and consistency of both words and actions as it would largely affect my
contribution to the betterment of society. With all the learnings and activities in ACMSERV, I
certainly believe that it would allow me to gain the necessary attributes to solidify service
management.