Question

What are key tactics and strategic challenges your service operation faces ?

Answer 1

Here are some of the tactical and strategic challenges faced during service operations:

• One of the big tactical and strategic challenge is the adherence to the schedule. With technology advancement, customers expect faster delivery of products and services creating a challenge for the employees. It becomes essential that the ground team remains on track with assigned schedules and ensure adherence to quality measures and time required.
• The firms need to focus on providing quality products and services, maintain brand credibility and ensure that safety and liability of workers are well managed. The service operations require processes in place to ensure crisis and emergency management.
• Communication and feedback process with consumers plays a very crucial role & becomes a big challenge for the firm. Business has to ensure customer centricity by adopting customer relationship management processes. Satisfied customers lead to brand loyalty and bring credibility to the organisation.
• With the internet and social media, the firms have to ensure proper messaging and feedback mechanism as any negative feedback or complaint can lead to a major challenge for operations. This is another major challenge faced by service operations.
• Another key challenge is performance management and tracking in the service operations. The firms need to ensure that it has all the accurate data to compare performances with past years, assess goal and target achievement and make the key strategic decisions that will lead to growth.
• The challenge of reporting to key stakeholders is also faced by service operation team. Maintaining a proper record, accuracy in data help to communicate well with all stakeholders involved and develops trust and faith in the firm.

Understanding how the organisation operates & various processes involved, ensuring proper utilisation of resources and focus on sustainability and social responsibility are other key challenges that are faced during service operations.

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