Chapter 11 Managing People for Service Advantage ( AUJI AMALIA/ 1701102010024)

1. Use the Service Talent Cycle as a diagnostic tool on a successful and an unsuccessful service firm
you are familiar with. What recommendations would you prescribe to each of these two firms?

Firm : ALI HASJMY

UNSUCCESSFUL
DORMITORY
SCHOOL. –
DORMITORY
3. Motivate and Energize the
MOTHER
People 1. Right human resource
- pay salaries not on time - SCHOOL CHOOSE RANDOM
- no bonus PERSON TO BE DORMITORY
MOTHER, NO SELECTED
- No Free time or weekend
for dormitory mother

2. Enable the People

- Firm do not built the performance of
the Dormitory Mother and also not give
training for her.

Recommendation : IMPROVE the selection system to employ dormitory mothers in dormitories.

provide good training so that the dormitory mother can advertise well with the students who are
fostered.

pay attention to the payment system for workers, especially the dormitory mother
 Firm : MANDALA
MULTI FINANCE--
3
.

SUCCESSFUL
M
o

ACCOUNTANT t
i
v
a
t
e

A
n
d

E
n
e
r
g
i
z
e

T
h 1 . H i r e t h e R i g h t
e P e r s o n
- M i n i m u m g r a d u a t e
p d e g r e e i n a c c o u n ti n g
e
o - p a s s e d s e v e r a l s t r i c t
p s e l e c ti o n s t a g e s
l
e
- 2 . E n a b l e P e o p l e
H - A c c o u n t a n t p l a c e d i n o n e
i fi n a n c i a l d i v i s i o n w i t h a
g p a r ti c u l a r j o b d e s c .
h - t h e r e i s t r a i n i n g a s a n
a c c o u n t a n d a p e r i o d i c
p e v a l u a ti o n i s m a d e
a
y
m
e
n
t

f
o
r

s
a
l
a
r
y
-

B
o
n
u
s
-

R
e
w
a
r
d

Recommendation :

- improve profit performance so that the annual report demonstrates that the company has a
higher profit and will influence the investor or shareholder

2. Identify the factors needed to make service teams successful in (a) an airline, (b) a restaurant,
and (c) a customer contact center
ANSWER :
a. Airlines :
- Extensive Training
- Broadened Job Design
- High Quality of Technolgy
- High Performance of People/ employee
b. Restaurant
- High Speed Food service
- Friendly Waiters
- Good Quality of Employee
- Positive service attitude
c. Customer Contact Center
- Friendly in welcoming customers
- attitude and behavior training
- communication skill and good payment
 3. Profile an individual leadership skills have played a significant role in the success of a service
organization, identifying personal characteristics that you consider important.
ANSWER :

Ralph Joel Roberts (March 13, 1920 – June 18, 2015) was an American businessman who
was the founder of Comcast, serving as its chief executive officer for 46 years.

Comcast Corporation (formerly registered as Comcast Holdings)[note 1] is an

American telecommunications conglomerateheadquartered in Philadelphia, Pennsylvania.[8] It is the
second-largest broadcasting and cable television company in the world by revenue and the largest pay-
TV company, the largest cable TV company and largest home Internet service provider in the United
States, and the nation's third-largest home telephone service provider

Ralph became one of the most well-respected executives in the industry for his visionary
leadership and spirit, his passion for the industry, his intelligence and wit, his deep sense of
integrity and his humility. Ralph’s core values – honesty, entrepreneurialism, family, hard work
and dedication.

An entrepreneur who believed a good idea could come from anywhere, Ralph wanted to make
sure that each of his children and his grandchildren knew they could do anything in life. In fact, he
made sure that the first word each learned to say was ‘yes.’