Service Management, Service Systems, and Service Excellence

2014 ◽  
pp. 54-65
Keyword(s):  
Service Management ◽  
Service Systems ◽  
Management Service ◽  
Service Excellence

Stakeholder-oriented service excellence: the case of Ajman Free Zone Authority of United Arab Emirates

2014 ◽  
Vol 4 (3) ◽  
pp. 1-13
Author(s):  
Hajar Saeed Hamad Alhubaishi ◽  
Syed Zamberi Ahmad
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Industrial Development ◽  
Service Management ◽  
Management Service ◽  
Total Quality ◽  
Content Type ◽  
Service Excellence ◽  
Free Zone

Subject area Business management, quality management, service quality and customer service in public sectors. Study level/applicability This case is most relevant to upper-level undergraduate business students taking quality management, strategy and service management courses. It is also relevant to practitioners working in similar positions. The case is based on primary and secondary data, and all materials mentioned were taken from real work environments. Case overview In contemporary competitive markets, all entities face a growing challenge to retain customers by satisfying them. In this case study of Ajman Free Zone Authority (AFZA), which is a public entity which was started in 1988 with the aim of boosting industrial development in Ajman, it is seen that the entity (AFZA) recognized a competitive advantage by improving service quality. However, AFZA focused on implementing various service quality improvement initiatives for not only customers, but also for other stakeholders as well (e.g. employees, strategic partners, suppliers and society). AFZA sought to understand stakeholders' needs, which led to service excellence. The purpose of this case is to highlight how AFZA differentiated itself by using initiatives that focused on disparate stakeholders to achieve customer satisfaction. The concepts of service quality (SERVQUAL), total quality management (TQM) and continuous improvement offer insights into how to improve organizational performance. It highlights how AFZA used Stakeholder Theory to identify and then collaborate with stakeholders to attain best service quality outcomes. The case study is developed using both secondary and primary sources. Expected learning outcomes After reading and analysing this case study, the student will be able to identify stakeholders in a service-based entity; apply Deming's Cycle or SERVQUAL to suggest improvement programmes; describe relationships among all stakeholders; and describe initiatives that contribute to service excellence. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

scholarly journals Analisa Tingkat Pelayanan IT Service Management pada Penerapan Sistem Ujian Nasional berbasis Komputer dengan menggunakan Kerangka Kerja ITIL v3

2020 ◽  
Vol 2 (1) ◽  
pp. 24
Author(s):  
Evi Novilia ◽  
Widya Cholil ◽  
Tri Basuki Kurniawan
Keyword(s):  
Design Process ◽  
Service Management ◽  
Service Design ◽  
Service Level ◽  
Management Service ◽  
It Service Management ◽  
Design Technology ◽  
It Service ◽  
Process Implementation ◽  
Catalog Management

Ujian Nasional berbasis Komputer (UNBK) sudah menjadi bagian dari evaluasi pendidikan yang bertujuan untuk memetakan bagaimana kondisi pendidikan di Indonesia. UNBK pertama kali dilaksanakan pada tahun 2014 secara dari dan dilakukan secara terbatas. Namun sejak tahun 2017 proses evaluasi berbasis komputer sudah diwajibkan di seluruh sekolah atas, termasuk MAN 1 Palembang, MAN 2 Palembang dan MAN Musi Rawas. Dalam mendukung proses evaluasi berbasis komputer diperlukan sistem Ujian Nasional yang terintegrasi. Kendala yang terjadi adalah hanya beberapa sekolah atas yang lolos uji verifikasi, umumnya disebabkan oleh jaringan, proses data, proses sistem yang berjalan dan layanan dari segi TI. Penelitian dilakukan dengan meninjau bagaimana kualitas, kontinuitas dan kinerja layanan TI dalam sistem dengan pendekatan service design Framework ITIL v3, dengan menggunakan 7 parameter utama yakni Service Catalog Management, Service Level Management, Service Design Process, Service Design Technology Related Activities, Organizing for Service Design, Service Design Technology Consideration, Service Design Process Implementation Consideration. Dari hasil asesmen, dihasilkan nilai asesmen tertinggi untuk Service Catalog Management dan nilai asesmen terendah Service Design Technology Related Activities

Service Science, Management and Engineering Education

2012 ◽  
pp. 134-151
Author(s):  
Jianliang Wei ◽  
Jianhua Chen ◽  
Qinghua Zhu
Keyword(s):  
Service Management ◽  
Service Industry ◽  
Service Science ◽  
Degree Programs ◽  
Management Service ◽  
Science Department ◽  
Service Workers ◽  
Arts And Humanities ◽  
Science Management ◽  
Phd Programs

Service Science, Management and Engineering (SSME) is an emerging discipline which studies service industry under an integrated framework. SSME education trains scientists and skilled service workers to promote innovation and productivity in service industry. Although quite a number of universities started SSME programs years ago, most of them are still in the stage of experiment, and only address a small portion of the total subject. This paper first discusses the objectives of SSME education program—the abilities that service workers and scientists should have. Then, three types of foundation courses of the current programs are discussed in depth; the bachelor, master and PhD degree programs offered currently are analyzed, which include the course contents and teaching methods. Based on the inspirations from these practical programs, a unified model for SSME education is developed and presented, which proposes to unify bachelor, master and PhD programs, and establishes a new service science department comprising areas of service management, service engineering and design, service arts and humanities.

Service experience co-creation: conceptualization, implications, and future research directions

2015 ◽  
Vol 26 (2) ◽  
pp. 182-205 ◽  
Author(s):  
Elina Jaakkola ◽  
Anu Helkkula ◽  
Leena Aarikka-Stenroos
Keyword(s):  
Service Management ◽  
Field Research ◽  
Research Area ◽  
Integrative Analysis ◽  
Future Research ◽  
Management Service ◽  
Service Experience ◽  
Content Type ◽  
Research And Practice ◽  
Marketing Methods

Purpose – The collective, interactive aspects of service experience are increasingly evident in contemporary research and practice, but no integrative analysis of this phenomenon has been conducted until now. The purpose of this paper is to conceptualize service experience co-creation and examines its implications for research and practice. Design/methodology/approach – To map the multi-approach research area of service experience co-creation, the study draws on literature in the fields of service management, service-dominant logic and service logic, consumer culture theory, and service innovation and design, together with invited commentaries by prominent scholars. Findings – A conceptualization is developed for “service experience co-creation,” and multiple dimensions of the concept are identified. It is postulated that service experience co-creation has wider marketing implications, in terms of understanding experiential value creation and foundational sociality in contemporary markets, as well as in the renewal of marketing methods and measures. Research limitations/implications – The authors call for cross-field research on service experience, extending current contextual and methodological reach. Researchers are urged to study the implications of increasing social interaction for service experience co-creation, and to assist managers in coping with and leveraging the phenomenon. Practical implications – For practitioners, this analysis demonstrates the complexity of service experience co-creation and provides insights on the aspects they should monitor and facilitate. Originality/value – As the first integrative analysis and conceptualization of service experience co-creation, this paper advances current understanding on the topic, argues for its wider relevance, and paves the way for its future development.

scholarly journals Viable service systems and decision making in service management

2012 ◽  
Vol 23 (4) ◽  
pp. 498-526 ◽  
Author(s):  
Ralph Badinelli ◽  
Sergio Barile ◽  
Irene Ng ◽  
Francesco Polese ◽  
Marialuisa Saviano ◽  
...  
Keyword(s):  
Decision Making ◽  
Service Management ◽  
Service Systems

Developing a HospiSE scale for hospital service excellence

2014 ◽  
Vol 31 (3) ◽  
pp. 261-280 ◽  
Author(s):  
Boo Ho Voon ◽  
Firdaus Abdullah ◽  
Nagarajah Lee ◽  
Karen Kueh
Keyword(s):  
Survey Research ◽  
Development Process ◽  
Service Management ◽  
Longitudinal Research ◽  
Three Dimensions ◽  
Measurement Development ◽  
Measurement Tool ◽  
Hospital Service ◽  
Content Type ◽  
Service Excellence

Purpose – This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale). Design/methodology/approach – The survey research involved qualitative and quantitative approaches in the scale development process. The structured questionnaire was carefully designed after literature review and focus groups discussions. The respondents were employees from the public and private hospitals in Malaysia. A total of 1,558 usable questionnaires were used for the quantitative analysis. The HospiSE scale was empirically tested for reliability and validity through exploratory and confirmatory factor analyses. Findings – This measurement-oriented research had identified three dimensions of service excellence culture for hospitals, namely: employee orientation, patient orientation and competitor orientation. The multi-dimensional measure consists of 21 items. Research limitations/implications – Longitudinal research is required to provide evidence of the causal effects of HospiSE on employee satisfaction and loyalty. The HospiSE scale also requires further verification and refinement. Practical implications – The parsimonious scale can serve as a strategic and practical measure to evaluate and manage service excellence culture at hospitals. Reliable and valid information can be obtained for fast and cost-effective diagnosis of the service culture for continuous improvement. Social implications – The new scale is expected to be an important diagnostic to understand and measure service excellence culture at hospitals. The patients and society at large will benefit from the improved hospital service management. Originality/value – The multi-item measurement tool is new and it can provide insights into service management, resource allocation and human resource management for excellent hospital service. The measurement development process is contextualized for the hospital services.

scholarly journals Performance management in the public service with particular reference to the senior management service cadre in South Africa: A perspective

2012 ◽  
Vol 9 (2) ◽  
pp. 197-205
Author(s):  
Yogi Penceliah
Keyword(s):  
Service Delivery ◽  
Performance Management ◽  
Public Service ◽  
Service Management ◽  
Senior Management ◽  
Main Concern ◽  
Management Service ◽  
The Public ◽  
Management And Development ◽  
Senior Management Service

The Performance Management and Development System (PDMS) for the South African Public Service was introduced in 2001,and driven by the transformative agenda to achieve both acceptable levels of service delivery and measurable results. Accordingly, there has been a shift from bureaucratic rules-driven approaches in public service management to a results-oriented approach to government performance. Although the main concern that should underpin the implementation of the PMDS is service delivery; the level of service delivery to date falls grossly short of being delivered at an acceptable level or quality. In this regard, the role of the Senior Management Service (SMS) cadre is critical as it is accountable for service provision and to demonstrate to the public that its needs are being addressed.

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