Question

The approach that world class services organisation take towards designing and delivering services is not something that can be emulated.

Discuss this statement using frameworks and theoritical ideas from the services operations management .

Answer 1

We can say that the primary goal of any customer service process is to utilize the process of creating a loyal fan base to the maximum extent. It usually means that instead of being able to provide one single function extremely well, the company can make it so that they have the ability to provide the same functionality over a large dimension of services and level of interaction. World class service providers have unique ability to make the best of their resources, processes and capabilities to the best possible use. In this process, they can create the function which makes use large investments into the and structure and function of the company, on top of that, the ability to make use of analytics and carefully selected processes which are only sustainable through their structure exists, allows us to understand the ability of these service providers, making it hard to be replicated.

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