Service Management & Marketing: Analysis of Tesco's Service Process Design, Technology, Capacity, and Recommendations

Service Management
& Marketing

Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analyse of service process design-..............................................................................................3
Evaluation of role and ethical implication of technology in service delivery-............................3
Management of service capacity and performance-....................................................................4
Recommendation for improvement in service design, delivery and management- ....................6
CONCLUSION ...............................................................................................................................7
References........................................................................................................................................7

INTRODUCTION
It is necessary for a business entity to conduct a continuous check on the quality of services they
are offering to individuals. There are different departments has been established in a
management for conducting various services, and for proper management of operations related to
the service various individuals are considered like groups of experts who will design the types of
services offered by the firm, for calculating the behaviour and interest of customers there is
customer success team. All the members who are involved in the service operations works in the
direction of service process design, it is a type of structure which used to design the varieties of
services which are provided by the companies (Dedeić, Hrustemović, and Ovčina, 2019). Tesco
is British retail company, which is established by Jack Cohen in 1919, its headquarter is located
in Welwyn Garden City, United Kingdom. Company is operating thousands of stores in all
around the world. Company is working in improving its service operations for making it easy for
their customers to shop from their stores. This report is a detailed discussion on the service
structure of Tesco and use of different technology which is used by company in its delivery
process. It will also evaluate the management of service capacity and performance of the
company, along with a recommendation for further improvement in its operations.
MAIN BODY
Analyse of service process design-
For making service process design worthwhile, Tesco concentrate on examining the needs and
preferences of their customers. While focusing on this factor company also keep aware itself
about the sight of the business. By doing complete evaluation of the needs of the consumers,
Tesco get to know about the organisation between the services which is offered to the customers
and what they are expecting from the stores. After this management team of Tesco, start doing
planning regarding the changes which can be bring in the service operations. And start executing