logo

Report On TESCO & Marks and Spencer’s - Approaches| Service & Consumer

   

Added on  2020-02-03

13 Pages4186 Words74 Views
UniversitySERVICE MANAGEMENT PROJECTName:Lecturer’s Name:

Service management projectTable of ContentsIntroduction......................................................................................................................................2Findings...........................................................................................................................................2Conclusion and Recommendation...................................................................................................8Bibliography..................................................................................................................................10Appendices....................................................................................................................................11Transcript of the interview for the managers of the Tesco............................................................11Transcript of the interview for the managers of the Marks and Spencer’s...................................11Page 2 of 13

Service management projectIntroductionService Management is referred to as the integration of supply chain management and theintersection between point of view of the customers as well as actual sales in the context ofmanufacturing. Aim and goals of higher performance of the service management has been tooptimise supply chain which are service intensive and are usually more complicated andcomplex than typical supply chain of the finished goods. Most of the supply chain services needlarge number of inventory as well as tighter integration along with field service and third parties.they are supposed to accommodate the uncertain and inconsistent demand to establishment ofmore advanced data and information along with the product flows. Floors flows under the area ofService Management all the processes are required to be coordinated across innumerable servicelocations along with large count of parts as Well as multiple levels within the supply chain.In order to execute the report to organisations from the retail sector of UK has been chosennamely Tesco and Marks and Spencer’s. The report and tells the facts about providing services tothe services are consumers and the differences in their approaches. The report thereby deals withthe designing managing marketing and delivery of the services provided by each of theorganisations service users. It eventually evaluates the nature of services being provided andtheir implications along with the analysis as well as evaluation of various roles of employees inthe service organisation.FindingsAmple nature of services could be assessed in the context of manufacturing and production ofthe goods and products belonging to the organisations- Tesco as well as Marks and Spencer’s.Various nature and characteristics of services might include Intangibility heterogeneity in-separability and perishability. According to the opinions of Petz et al. (2013), all these characteristics arerequired present in any good a product that are to be sold to the customers. However, both theseorganisations might lack absence of few of these characteristics within the services provided bycompanies. Considering the company Tesco, the nature of services that are provided by theorganisation encompasses are intangibility and inseparability. In words of Liu et al. (2017), theservices are inseparable because are inseparable the production and consumption happens at thesame time. Intangibility refers to the fact that the services provided are both tangible andintangible. The goods and products produced by both the companies are tangible along with theservices to customers which are intangible. On the other hand the services that are provided byPage 3 of 13

Service management projectMarks and Spencer’s are perishable in nature and Are tangible. In the findings of Malik, (2015),products that are sold by Marks and Spencer’s are mainly related to clothing and apparels of menwomen and children which are thereby perishable in nature.Service marketing is considered to be the specialised branch of marketing in the perspectives ofbusinesses of retail and banking sectors. it typically refer to business to business services as wellas the business to consumer services. According to the explanation provided by Fan et al. (2015),it includes the marketing of several services as in financial Services professional services tradeservices and telecommunication services in both the organisations considered for the report.Service marketing frequently uses the expanded marketing mix which relevantly consists of 7Pswhich are - product, place, price, promotion, processing, people, and Physical evidence. In viewsof Mintz and Currim, (2013), both the organisation use distinct marketing strategies and tools inmarket to promote their products and services. Through the service marketing the analysts oforganisations analyse the estimated revenue to be collected by selling up of products as well asservices.Marketing mix of Tesco and Marks and Spencer’sService designing is an activity of organising and planning the infrastructure communicationnatural components of any service and people for improving the quality as well as the interactionamong the customers and service providers. In the opinions of Khan, (2014), designing ofservices might function as the way of informing changes to any existing service and creating anentire new service. The purpose behind services design of both the organisations relies upon theestablishment of best practices in order to design services as per the needs of consumers andcapabilities and competencies of the service providers. The successful designing of any servicewould imply it to be relevant to customers as well as user friendly in order to be sustainablealong with competitive for service providers. Various approaches to service design leads tomeeting of the needs related to the service organisations in order to stay competitive, pursuingthe rising expectations of the customers based on quality and size as well as addressing socialeconomical and environmental challenges of sustainable development. As per the statements ofLiu et al. (2017), it also approaches fostering innovative models and behaviours in social aspects,sharing learning and knowledge and making proper use of technological revolution forexpanding the delivery, consumption and creation of services. Page 4 of 13

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Services Marketing: Characteristics, Strategies, and Principles
|9
|2143
|50

Marketing Mix for Tangible Products vs. Services
|18
|2430
|99

Hospitality Operations Management Assignment PDF
|14
|3917
|230

Hospitality Operations Management - Doc
|15
|4049
|260

Hospitality Operations Management: Doc
|17
|5088
|283

Hospitality Operations Management Assignment | Hilton
|12
|3666
|297