Introduction
This report seeks to use Heskett’s framework to discuss and evaluate important elements in service management and tackle in depth the following areas; operating strategy, service blueprint, the service delivery system, service employee management and quality management measures. The above named areas will be organized as sections. The report will mainly focus on the hospitality and tourism sectors. Furthermore the report is intended to be detailed and will seek to use diagrams to give further information. The report is also well researched and informed. To achieve its purpose this report will make broad inquiry on the structure and operations of the Intercontinental hotel group, making broad inquiry on its operations.
Operating …show more content…
This involves aligning our entire strategy to helping every one of our customers enjoy our excellent services. The group aims to accomplish this through strong leadership and governance, implementing effective risk management and internal controls, ensuring that they conduct responsible procurement and ensuring understanding of key legal issues.
Moreover, in whatever the group engages in, the customer comes first. Customers therefore form one of the most important parts of the business. The group always aims to provide quality services to all our clients without discrimination. It is from this that the group is conscious of providing equally better service to those living with …show more content…
Service blueprinting is the process used to develop new services as well as help in improving existing services. Furthermore the method can be used to help train new employees or even show potential clients or investors how a particular service will be delivered. A service blueprint is a graphical representation of the service delivery process.
The main objective of using a service blueprint is to give a clear understanding of the service and the different processes involved as the blueprint not only considers the client’s needs but also the firm’s requirements. During blueprinting, information requirements have to be met. The required information includes information about what the client requires, documentation of process and sub-processes of the services to be provided and the resources required during the different stages of the service provision. The processes can be best illustrated by a flow diagram. Actions are usually represented by rectangles, transitions from one process to another represented by arrows, start and end points are usually represented by rounded rectangles and decisions represented by a diamond shape. With intercontinental hotel group in mind, below is a service blueprint used by a client booking an overnight stay at one of its
This report seeks to use Heskett’s framework to discuss and evaluate important elements in service management and tackle in depth the following areas; operating strategy, service blueprint, the service delivery system, service employee management and quality management measures. The above named areas will be organized as sections. The report will mainly focus on the hospitality and tourism sectors. Furthermore the report is intended to be detailed and will seek to use diagrams to give further information. The report is also well researched and informed. To achieve its purpose this report will make broad inquiry on the structure and operations of the Intercontinental hotel group, making broad inquiry on its operations.
Operating …show more content…
This involves aligning our entire strategy to helping every one of our customers enjoy our excellent services. The group aims to accomplish this through strong leadership and governance, implementing effective risk management and internal controls, ensuring that they conduct responsible procurement and ensuring understanding of key legal issues.
Moreover, in whatever the group engages in, the customer comes first. Customers therefore form one of the most important parts of the business. The group always aims to provide quality services to all our clients without discrimination. It is from this that the group is conscious of providing equally better service to those living with …show more content…
Service blueprinting is the process used to develop new services as well as help in improving existing services. Furthermore the method can be used to help train new employees or even show potential clients or investors how a particular service will be delivered. A service blueprint is a graphical representation of the service delivery process.
The main objective of using a service blueprint is to give a clear understanding of the service and the different processes involved as the blueprint not only considers the client’s needs but also the firm’s requirements. During blueprinting, information requirements have to be met. The required information includes information about what the client requires, documentation of process and sub-processes of the services to be provided and the resources required during the different stages of the service provision. The processes can be best illustrated by a flow diagram. Actions are usually represented by rectangles, transitions from one process to another represented by arrows, start and end points are usually represented by rounded rectangles and decisions represented by a diamond shape. With intercontinental hotel group in mind, below is a service blueprint used by a client booking an overnight stay at one of its