What are the 3 critical management issues interms of service management in any o

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What are the 3 critical management issues interms of service management in any organisation e.g airline or any organisation.
You can link it to theories.


The topic is under service management and marketing What are the 3 critical management issues interms of service management in any organisation e.g airline or any organisation.
You can link it to theories.


The topic is under service management and marketing
You can link it to theories.


The topic is under service management and marketing

The topic is under service management and marketing

Explanation / Answer

1. Agility: In a Service Management context where the customer is right there in front of you and waiting for the service, agility is not only desirable but also essential. With the ever increasing competition this calls for higher pressure on the human resources who have to be trained and equipped with the necessary tools and knowledge to perform and respond to their fullest ability.

2. Support Services: In line with the issue of agility comes support. As services are expected 24*7, a quick response mechanism has to be kept in place which not only is quick but also smooth in its functioning. As opposed to the general thought of having support services through IT mode, the physical support services are crucial too. For Example, a person find the burger he bought in McDonalds to use stale meat, then the entry level employee serving the customer should be quick to respond and help the customer with his order before the issue spirals into the debacle of the entire organization. This is where support services play a key role and forms to be a critical management issue

3. Customer engagement with the brand: Which brand or organization doesn't want their customers to be their brand ambassadors. That too at no additional cost to the company. As much beneficial as this can be, it could also mean the customer can become an organization in a service sector's worst nightmare. Imagine one wrong move by a front desk employee from one of the thousand branches of a multi million dollar organization being posted on the internet by an angry customer whose service expectations haven't met with what the brand promised. That's the end of that organization unless it has some backup measures to contain the damage. A good example to this is United Airline's employee's action going viral all over the internet and damaged the reputation of the airline to the extent where it is trying hard even now to recuperate. Engaging customers has to be done very carefully where sky high promises to keep up with the competition should not result in the ultimate destruction of the organization.

These 3 are very critical management issues for any organization in service service sector.

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