Question

discuss the key tactical challenges (Understanding the customer perspective, Managing multiple customers, Managing the customer, Managing in real time,) for Service Operations Managers Using examples from service organizations?

Answer 1

There are many tactical challenges faced by operations manager. Would like to mention some of the following:

Operating cost:

The cost related to the operations are not definite and it is difficult for the service managers to manage those costs which are frequently increasing. Each customer/consumer has different demands and expectations on how their work order shoud be managed. Based on their preferences and requirements the daily operations or working system needs to be managed for better servicing the clients.

Real time communication:

It is ideal for the managers to know whether the availability of employees are good enough to carryout the daily operations. By knowing that he can make decisions and prioritise the work for smoother flow of work operations to achieve customer satisfaction. Effective communication with the customers enhances the customer loyalty and trust with the brand.

Sustainability:

Consumers have plenty of choices to fulfill their needs with the growth of ecommerce and it is crucial for the operational managers to sustain in the global marketplace. The idea of ecommerce is an added opportunity for the managers to retain the customers online and offline.

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