Services Management: Operating Strategy, Service Blueprint, Service Delivery System, Service Employee Management, Quality Management Measures

Services
management

Services Management 1
Executive summary
The services management connects actual sales of the organization to the customer. Its aim is
to maximize service supply chains as these are more composite. Service management’s
purpose is to reduce the higher costs by assimilating products and services. It even increases
the service revenue and enhances the level of customer satisfaction. The purpose of the report
is to define the management of the service of Peaceful Garden resort which is located in
Ghandruk, Nepal. The resort is having pleasant and peaceful environment and is bit far from
towns and cities where people come to relax and enjoy their holidays. The report has stated
the operating strategy of the resort. Heskett’s framework has been used to discuss the
operations, marketing, and human resources as a part of the operating strategy. The service
blueprint has been provided comprising two critical points of the service delivery procedure.
The service delivery process is significant bearing on the customer’s experience. The report
has also described the service delivery system to assist the operating strategy. The nature of
the service procedure has been defined with the serving protocols. The service employee
management has been discussed in the report and the way employee’s satisfaction is handled.
Finally the quality management measures have been developed for the service guarantee and
the elements of the guarantee have been matched to key aspects of the service delivery
system.
In the end, it can be concluded that the resort can manage service by undertaking service
employee management and quality management measures.

Services Management 2
Contents
Executive summary..................................................................................................... 1
Introduction............................................................................................................... 3
Operating strategy....................................................................................................... 3
Service blueprint......................................................................................................... 5
The service delivery system........................................................................................... 6
Service employee management....................................................................................... 6
Quality management measures........................................................................................ 7
Conclusion................................................................................................................ 8
References.............................................................................................................. 10
References.............................................................................................................. 12

Services Management 3
Introduction
The purpose of the report is to comprehend service management for Peaceful Garden resort.
The resort is located at Ghandruk, Nepal. The resort has several attractions out of which one
is sceneries of the Himalayas and natural landscapes with the sunrise views. People like to
visit Peaceful Garden resort to relax and enjoy the holidays. The resort offers services in the
form of accommodation, restaurant, transportation, and parking.The objective of the report is
to offer the operating strategy of the resort. The service blueprint of the resort is provided in
the report. The service delivery system of the resort has been clearly defined. The report has
even stated the service employee management and the ways by which employees can be
satisfied. At last, quality management measures have been deliberately given to advance
service guarantee and the elements of the guarantee have been matched to the major features
of the service delivery system.
Operating strategy
The operating strategy of Peaceful Garden resort, Ghandruk is essential for growth. The
service differentiation is stated as the cornerstone of the operating strategy of the resort. The
resort differentiates its services on the basis of high standards, quality, and integration of the
IT system into the several phases of the service provision. Digital hospitality is one of the
major sources of the resort’s competitive advantage. The resort ‘s digitalization efforts
concern to the booking channels, loyalty and data driven-personalization, mobile services,
guest experience, and privacy. Add on the effective incorporation of digitalization forms
additional synergetic impact for the organization. The operating strategy focuses on the inner
working of the resort. The differentiation strategy adopted by the resort makes it highly
competitive in the industry. The business-level generic strategies as a part of differentiation
strategy have been successfully employed by the resort to manage its operations (Chowhan,
Pries, and Mann, 2017).
The marketing strategy of the resort concentrates on the positioning as a place where unique
service will be offered. The strategy will also stress on generating and sustaining strong
customer relationships in order to maintain loyalty with them. The customer relationship
management initiatives assist resort to comprehend the needs and anticipations of the
customers. The resort is going to offer services in the form of highest comfort to the
customers. The market strategy of the resort targets to the customers having higher incomes