Services Management

Services Management

Services Management

Services management defined

The concept of services management is at the heart of every business organization, service management and operation is a fundamental part of every business. It is defined as “the management of the range of intangible products produced by an organization that encompasses of skills, effort, and expertise of an individual, rendered to a customer”. Services management is more difficult task, since it does not encompass of something that customer could see and depict, but rather, something that the customer could experience. In the global arena of corporate world, 2-3rd of the total GDP of the developed world encompasses of services as products, rather than, a physical and tangible products (Taylor et al, 2005, pp. 203-246).

The management of services, that is, production, operation and delivery to the end consumer is an extremely complex loop of tasks. They are more complicated to manager, since they can neither be physically seen, nor could they be stored. They are purchased and consumers simultaneously by the customer, and therefore, businesses with services as their entire product are at a greater risk. However, they reap greater value for money, as well as, customer loyalty and satisfaction. It is yet a great task to manage services as a whole product, and build corporate success with it. These organizations merely earn by producing a particular behaviour and action towards a customer, and their result entirely relies with the performance of that effort, at that particular moment. The management of services is more difficult, since it involves greater probability of human error. Therefore, organizations craft their strategies and execution very carefully in managing services operations, and capturing customer value that serves their success upon long term basis (Anon, 2008, pp. 3-5).

About the company; The Ritz Carlton

The industry of hospitality is the biggest service industry that exists over the blue planet. The industry encompasses of a wider array of services rendered to the customers. The firms that belong to hospitality rarely pertain to some sort of manufacturing in their product operations; it mostly depends upon creation, production and delivery of services. The main segments of the industry encompass of lodging, restaurant, theme parks, event planning, cruise line, tourism and other entertainment segments. Lodging is one of the few highly reckoned segments of the industry. This pertains to hotels and plaza that are built to deliver outstanding services to the customers (Singh, 2000, pp. 23-46).

The Ritz Carlton Hotel Company pertains to a century old service organization, which originated in Boston, the United States. It is an exotic brand in services, and currently operates around 80 hotels located in 26 countries. It falls under the property of Marriot hotels, and encompasses of 38,000 employees that are trained to Ritz services, across the globe. The persistent commitment to services quality of the company, lead to winning of 'gold standard in hospitality', that pertains to set of particular values and conduct to add efficiency and effectiveness to processes of service ...