An Exploratory Study on Personal Financial Planning

TOOLS FOR MANAGING

SERVICES

VINAY KUMAR (151202031)

Introduction: Service is a means of delivering a value or product to the customers which

fulfills their requirements. Service can be of different types based on the type of value customer

needs. In order to provide service to customer we must manage the service using different tools to

leverage the quality of services

provided .It is very essential to provide quality services to

customers to earn long term loyalty of customers. Service management is a set of processes, tools

and human resources required to deliver service to the customer. To provide desired value we

need to monitor throughout the life cycle of the process.

Literature Review: Now the current trend in the business world follows the “survival of the

fittest”. We should follow the process flow to provide a service. “Any process has an input and

output but the output should be a value added service” (T. T. KACHWALA, P.N. MUKHERJEE,,

2009) which pleases the customer. Each and every” step in the process has its own set of specific

challenges” (Johnson,2007).Process flow diagram is the basic tool to manage a service.” This flow

depends upon the type and the volume of the value which needs to be delivered”(Johnson,2007)

The Service management is not an ordinary process it should be taken on an iterative basis in order

to ensure that we do not repeat the same kind of mistakes again and again. A well defined process

flow will not yield good results if the” day to day fulfillment of these process is not well organized”

(Pierre Bernard,2011).

Many companies opt for a consultant to monitor and take care of their processes which is similar

to a wardrobe management (Glenn Bassett,1992).

Tools such as SWOT analysis can be used to estimate the quality of service which can be provided

to the customer.(Bill Hollins and Sadie Shinkins,2006).We must always consider customer

satisfaction as a criteria to compare the quality of...