This document discusses key concepts in service management including vision, mission, strategy, and leadership. It provides examples of vision and mission statements from various companies. Vision provides long-term direction and inspires employees while mission defines goals and measures progress. Strategy involves plans to achieve objectives and gain competitive advantages. Good service leadership involves having a clear vision and standards, leading with integrity, involving customers, and training employees.

1. -SERVICE MANAGEMENT- Vision, Mission and Strategy & Leadership - Sonia verma

2. Contents Service management. Vision. Mission. Distinguish. Strategy. Case lets. Service Leadership concepts.

3. Overview Service Management: is monitoring and optimizing a service to ensure that it meets the critical outcomes the customer values and stakeholders want to provide. Vision: “A description of something that is an organization, a corporate culture, a business, a technology or any activity in future.” *Service Vision*

4. Benefits of having a vision: 1) long tern thinking. 2) risk taking and experimentation. 3) competitive, original and unique. 4) common identity & sense of purpose. 5) direction for the organization. 6) inspiring and exuberating. 7) idealistic. 8) unique & distinctive. 9)Practicality. 10)encourages commitment from the employees.

7. Kingfisher Airlines:

8. Infosys:

9. Wipro’s Vision:

12. Courtyard Marriott: To provide economy and quality minded travelers with a premier, moderate priced lodging facility which is consistently perceived as clean, comfortable, well-maintained, and attractive, staffed by friendly, attentive and efficient people“ Mc. Donald’s To provide the fast food customer food prepared in the same high-quality manner world-wide that is tasty, reasonably-priced & delivered consistently in a low-key décor and friendly atmosphere."

13. Example: # 3 Essentials Mc. Donald's: Key Market: The fast food customer world-wide. Contribution: reasonably-priced food & high-quality. Distinction: low-key décor and friendly atmosphere. Courtyard Marriott: Key Market: economy and quality minded travelers. Contribution: moderate priced lodging. Distinction: Leisurely ambience.

14. Characteristics: Feasible Precise Clear Motivating Distinctive Strategy Accomplishment of objectives Mission

16. measure your current reality and your progress.

17. Allows you to evaluate your values.

18. To communicate the direction of the organization.

19. To help make day-to-day operating decisions.

20. To keep the organization focused.

22. Distinguish:

23. Strategy What is strategy? Strategy is a plan, a "how," a means of getting from here to there. Strategy is a pattern in actions over time; for example, a company that regularly markets very expensive products is using a "high end" strategy. Strategy is position; that is, it reflects decisions to offer particular products or services in particular markets. Strategy is perspective, that is, vision and direction.

24. Types of strategies 1) Corporate Level Strategy Reach – Competitive Contact - Managing Activities - Business Interrelationships - Management Practices - 2) Business Unit Level Strategy 3) Functional Level Strategy 4) Service strategy

25. Case lets: Service Strategy volume provides guidance on how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. Pizza hut’s Hot-Dot promise. Textron Inc. Aircraft – 32% of revenue Automotive – 25% of revenue Industrial – 39% of revenue Finance – 4% of revenue

27. Service leaders: are those firms that stand out in their respective markets & industries.

29. Essentials of Service Leadership The Six Dimensions of Service Leadership: 1. Vision & Values 2. Direction 3. Persuasion 4. Support 5. Development 6. Appreciation

31. Service Leadership Scale Dimensions: 1) Approachability: 2) Empathy/Caring: 3) Flexibility: 4) Friendliness: 5) Humility: 6) Professionalism