Salazar, Darren Ace G.

BSBA MM 2-2
Quiz #5

1. Discuss the fight for control among marketing, operations, and human resources personnel and how it
impacts a service firm’s culture.

 Any service culture can be fostered by adopting as personnel mindset throughout the organization.
Creating divisions or departments can hamper everyone’s involvement in making final efforts to deliver
world class service. We can’t avoid inside of the organization to have a problem in every firm that may
affect the service firms. That’s why we need Organizational Structure. Organizational structure provides
guidance to all employees by laying out the official reporting relationships that govern the workflow of
the company. A formal outline of a company's structure makes it easier to add new positions in the
company, as well, providing a flexible and ready means for growth. Without a formal organizational
structure, some employees may find it difficult to know who they officially report to in different
situations, and it may become unclear exactly who has the final responsibility for what. Organizational
structure improves operational efficiency by providing clarity to employees at all levels of a company.
The importance of service firm personnel as they interact with customers throughout the service
delivery process highlights the link between human resources and marketing. Within a service firm,
human resources are one of the few sources of quality control. As a result, human resources' recruiting,
training, and compensation structures will have a significant impact on how workers engage with the
company's customers.

2. Describe the major philosophical differences between the industrial management approach and the
market-focused management approach.

In order to establish an excellent seamless service culture, service organization must consider the basic
philosophies to run an organization. there are basically two management models that describe almost
every manner a service firm Manufacturing managers and industrial production managers oversee the
workforce, materials, and mechanical or technological logistics of the production process. A business
degree in industrial management model you'll focus on developing the several competencies. A market-
focused model business looks outside the company for the input and data necessary to make strategic
and tactical decisions. Market focus model means understanding your customers. It means knowing
your competitors, and anticipating their next strategy or tactic.