Online BALTM

Service Management

Good service does not happen as a result of one extraordinary employee who goes out of the way to please a customer; good service should be properly planned and managed.  Service operations management concerns the design, planning, direction and control of all the facilities, processes and required activities to transform labour, capital, materials, energy, and skills into performance and delivery of service.  Good service organisation performs the operations functions of planning, scheduling, equipment operation, quality control, record keeping, and human resource management for maintaining efficient usefulness.  This takes place while ensuring that the quality of the service is both high and consistent.