In this project, you will demonstrate your mastery of the following competency:
- Describe the function of service operations management and its impact within service organizations and the U.S. economy
Table of Contents
Scenario
You work as a training specialist in the human resources department of a large insurance company, Mayhem. Several new managers will be starting in a few weeks. The managers will be overseeing employees who work in the companys service operations, including customer service and technical support. There is a large call center where customer service and technical support representatives respond to incoming customer calls. Customers call in with a variety of issues, from difficulty accessing the website to inquiries about whether their insurance covers specific items and cases. Due to the nature of the insurance business, representatives also need to be prepared to support customers who have recently dealt with extremely difficult situations, such as loss. The companys service operations will need to provide exceptional customer service and produce satisfied customers.
The new managers have varying degrees of experience, but some are new to this type of service operation. The director of human resources, Brian Smyth, has asked you to develop a service operations training presentation to help familiarize the new managers with the function of service operations management within your organization. This presentation should include the functions and impact of service operations.
Directions
- Service operations training presentation: Your director, Brian Smyth, has asked that you include the following elements in your training presentation for the new managers. Be sure to include speaker notes for each slide in your presentation to further explain your ideas.
- Describe the basic functions and responsibilities of service operations for informing management practices. Include the following in your response:
- How do the dimensions of customer servicesuch as framework of time, fault-freeness, flexibility, style, steering, and safetyframe basic functions and responsibilities?
- Describe the relationship of service operations to the larger organization. Consider the following in your response:
- How do service operations support the larger organization and contribute to its success?
- Differentiate between core and supporting service operations for informing management practices. Provide an example of each.
- Describe the significance of the service industry in the U.S. economy. Include the following in your response:
- Approximately what portion of the U.S. economy is comprised of the service industry?
- How does globalization impact the growth of the service industry?
- Describe service operations metrics used in evaluating service operations functions and responsibilities. Include the following in your response:
- What is the value of service operations metrics in determining how well a service is performed?
- How are cost, quality, and productivity metrics used in evaluating service operations?
- How can service operations metrics help businesses to provide better service?
- Describe the basic functions and responsibilities of service operations for informing management practices. Include the following in your response:
What to Submit
Every project has a deliverable or deliverables, which are the files that must be submitted before your project can be assessed. For this project, you must submit the following:
Service Operations Training Presentation
Your service operations training presentation should be 8 to 10 slides in length and include speaker notes. When writing speaker notes, imagine that you are presenting to an audience.
Supporting Materials
The following resource(s) may help support your work on the project:
Citation Help
Need help citing your sources? Use the CfA Citation Guide and Citation Maker.
Presentation Guide: How to Design and Deliver an Effective Presentation
This resource includes best practices and technology resources that might be helpful in developing a presentation.
USE GUIDE!!!
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