The paper “ Service System Provisions - Accessibility as Important Characteristic of a Logistic and Service System” is a spectacular example of the case study on management. Basically there are three criteria used to classify service systems. These are the sectors of customer contact, capital intensity, and level of customer involvement. Technology or organizational networks are the two formats of any service system. The target is to focus on the abilities of an inexperienced person and to module him to perform in a very sophisticated manner. The procedures are so well synchronized that the expertise gets gained over normal learning curve delays.
Both service provider employees and customers result from well-designed service systems for appropriate empowerment. These are the strategical implementation that Ten follows and thus is considered as the ultimate service business. Customer relationship management (CRM) is a category of service systems. It is a process that gets mediated by a set of information technologies that focuses on creating two-way exchanges with customers. These exchanges lead to the collection of necessary information related to the needs, wants, and buying patterns of their respective clients.
By the help of CRM the companies understand and anticipate, the exact needs of their customers (Bateman, T., & Snell, S. 2007). The activities of sales, marketing, customer service, training, professional development, performance management, human resource development, and compensation are the few sections for its functionalities. CRM initiatives sometimes fails to meet the needs only if they are limited to software installation without alignment to a customer-centric strategy (Rigby, Darrell K.; Frederick F. Reichheld, Phil Schefter; 2002). The service system is an organized set of facilitated system of management which process inputs into outputs with the effort to achieve an organizational purpose.
Its basic target is to facitate its customers and to meet the need of customers through the use of human, physical, and informatic enablers in a sociological and physical environment (Nadler 1981; Checkland 1981). The whole service system gets its function by the means of nine interlinked classes of objects. These are(1) Customers – it is the particular class that gets the benefits or else the effects of the company(2) Goals – the objective of the service system and the organizations; etc.
Anna Nagurney: Supply Chain Network Economics: Dynamics of Prices, Flows, and Profits, Edward Elgar Publishing, 2006, ISBN 1-84542-916-8
Bateman, T., & Snell, S. (2007). Management: Leading & Collaborating in a Competitive World. The McGraw-Hill Companies, Inc
Chase, R. B. and Stewart, D. M. “Make Your Service Fail-safe.” Sloan Management Review, Spring 1994 (Volume 35, Number 3), 35.
Definition of Terms. A Management Consultant @ Large. [Accessed on 01.05.2008]
Foster, S. T. ‘Managing Quality an Integrative Approach’. New Jersey: Prentice Hall, 2001.
Grout, J. R. and Downs, B. T. “A Brief Tutorial on Mistake-proofing, Poka-Yoke and ZQC.” www.mistakeproofing.com. [Accessed on 01.05.2008]
Handy, S. L., and Niemeier, D. A. (1997) Measuring Accessibility: An Exploration of Issues and Alternatives. Environment and Planning A, 29, pp. 1175-1194.
Henricks, M. “Make No Mistake.” Entreprenuer, October 1, 1996 (Volume 24, Number 10), 86.
http://en.wikipedia.org/wiki/Supply_chain" [Accessed on 01.05.2008]
Pirie, G. H. (1979). “Measuring accessibility: A Review and Proposal.” Environment and Planning A, Vol. 11, pp. 299-312.
Rigby, Darrell K.; Frederick F. Reichheld, Phil Schefter (2002). "Avoid the four perils of CRM". Harvard Business Review 80 (2): 101–109. doi:10.1225/8946.
SSC Supply Chain Council, SCOR Model the Supply Chain Management Institute - framework