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Service Marketing and Relationship Marketing

7 Pages1755 Words163 Views
   

The University of New Castle

   

Services Marketing (MKTG3040)

   

Added on  2020-03-04

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A services firm must create proper and successful employee interaction. It is critical for effectively and professionally managing activities and operations. The organization attempts to keep its front stage and backstage sections in communication. Management of the firm must categorize these two divisions to provide superior services to clients. The front office and back office flow charts of National Health Services are discussed in this reflective essay. It will examine the significance of a Service Counter in a healthcare setting.

Service Marketing and Relationship Marketing

   

The University of New Castle

   

Services Marketing (MKTG3040)

   Added on 2020-03-04

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Running Head: SERVICE MARKETING 1Service Marketing and Relationship Marketing
Service Marketing and Relationship Marketing_1
SERVICE MARKETING 2For a services organization, it is very important to establish proper and effective interaction among its employees. It is very necessary for managing the activities and operations in effective and professional way. The organization makes efforts to maintain effective communication between its front stage and back stage divisions. For offering quality services to the customers, management of organization has to categorize these two divisions. In this reflective essay, there is a discussion about the front office and back office flow charts of National Health Services. It will analyze the importance of service counter at health service organization. At the end, it will evaluate the managerial implications of designed flow charts and effectiveness of service encounter to achieve the goals of organization. Flow Charts Currently, I am working in well-established health services organization in Australia, i.e. National Health Services (NHS). I am working here as a care taker from 2016. NHS is the biggest health care organization in Australia that is funded by public. It is providing all types of health care services to the patients. It is also giving them support for maintaining their health andlife style. At NHS, the senior management has established two departments, i.e. back stage and front stage for evaluating, creating and offering the services to the patients (Armstrong et al, 2014). Each and every product based or service based organization create flow charts for planning, organizing and supervising the operations according to the set quality and standards. For NHS, designing of the flowcharts is necessary for attaining the preset standards and managing the organizational culture of providing the services. An effective balance between back and front stage flow charts will have huge impact on the process used for attaining the objectives of business (Christopher et al, 2013). Front Stage Flow Charts At NHS, there are some specific operations and services, which are assigned to the front stage staff, like; managing the quality and standards, coordination and collection of admitting and discharging patients (Goetsch and Davis, 2014). Front office staff of organization follows a flow chart that is created by the top level management. As I observed at NHS, front office flow chart of the organization includes different activities like; communication with the patients and other
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SERVICE MARKETING 3visitors, providing data and information about appointment of health care services and required information about the modifications in the health care provision to ignore the chances of conflicts. After providing health care services Back Stage Flow ChartFrom the flow chart, I have noticed that the changes in scheduling and decision making process are developed as per the information that is provided by front office department (Fisher, 2015). Additionally, by looking at the front office flow chart, back stage department creates its plan to assign the tasks and responsibilities to the health care employees. This approach of front stage staff is assisting the National Health Service organization to meet the requirements of patients in an effective and planned way. Back Stage Flow Charts At NHS, back office operations have a major impact on the process of planning and implementation of plan to offer the quality services and give effective health care services to patients (Kapoor. 2011). As I observed at NHS, the flow chart of NHS back office incudes the activities like; receiving the call of patients, attending the suppliers and staff of NHS, which is Communicating withpatients Providing data aboutappointment of healthcare service Admitting the patients Information used fordecision making Discharging the patients
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