-#1.4: Service Operations-

-pls refer to previous post for the understanding different department and their function.
- previous post:
#1.1 - R&D Department
#1.2 - Purchasing Department
#1.3 - Production Department


-Service Operations-
- Hello all, again, after some very theoretical concept and understanding of different department in organisation that we already discussed earlier. It is time to approach something that we gets a lot more familiar in our life, just like what Mr.Bill said: Its not just bout theory, its everywhere~
Time to put it in use...

- First of all, it is very important to know that services are intangible, cannot be stored, and the purchase in services results in no transfer of property.

- And so, the nature of services that we must understand is that, it is: intangibility, Inseparability(which will be explains further on later), variability, and ownership.

- As for now, we should try to understand the implications of service provision, which includes poor service quality on once occasion, complexity, pricing, and also human resources management.

- Poor service quality on one occasion is likely to lead to widespread distrust of everything the organisation does. As what Mr.Bill explains before, the lectures and the guide he gave us for previous class is a kind of service, provided by him as the employee and also by the Sunway organisation. To take this into our example, poor service quality on one occasion is like, lets say if Mr.Will(Another of our lecturer in Sunway, lets say.) wins a lottery and he lost his money accidentally a minute after he claims his price, he Might get mad and not be able to control his EQ, so that will make him unable to concentrate in the class and are not able to teach us well, whats worse, he might even throw chairs at us since he is not really in a good mood. This kind of example is the poor service quality example, and it will only lead to widespread distrust, why? Because we will thinks that our money, the school fee that we paid is not worth the quality of the service provided, so we will complaint for the poor service quality of Mr.Will and therefore tend to thinks that Sunway is not a very nice school. Of course, Mr.Bill would never do this to us, no worries friends. :)

- Complexity and human resources management. Take an example of a barber shop, and both Isaac and Harry went to the shop with the intention of getting a nice haircut to make themself looks cooler. Complexity means that they will get their very satisfying haircut respectively and of course, since their hair style are not of the same kind, they need different barber for that. For this case, human resources management comes in place, the correct barber with the correct skill matches with their customer and ends up with correct kind of service. Simple enough to understand this concept, because if both barber ends up switching and couldn't perform as expected, then Harry will end up looking like Isaac while Isaac while end up with the looks of Harry.

- Pricing, talk about money. I think anyone of you who is currently reading this might be more sensitive than me in this issue... If not, ask the text book or ask yourself, do you always satisfy with how much they charge you everytime u get a service?(Lets say, haircut?)

- For the very last part that we need to understand about service operations, there are different dimensions of service operation. Tangibles, reliability, responsiveness, communication, credibility, security, competence, courtesy, understanding customers needs, and access. If these proves too hard for anyone of u to comprehend it, pls kindly ask the author for this topic: Song Leong of H&P CO for more ridiculous examples... with the hope that it will not insult more ppl, and will make u all understand.

- So for now, the above are the general understanding plus the details about the service operations, it can be referred to all kinds of service in business, Inclusively those that I took as example.

- Next: #1.5 - Marketing