SERVICE MANAGEMENT

Service Management is integrated into Supply Chain Management as the joint between the actual sales and the customer. The aim of high performance Service Management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties. They also must accommodate inconsistent and uncertain demand by establishing more advanced information and product flows. Moreover, all processes must be coordinated across numerous service locations with large numbers of parts and multiple levels in the supply chain. Among typical manufacturers, post-sale services (maintenance, repair and parts) comprise less than 20 percent of revenue. But among the most innovative companies in Service , those same activities often generate more than 50 percent of the profits.

BENEFITS OF SERVICE MANAGEMENT

The main drivers for a company to establish or optimize its Service Management practices are varied: High service costs can be reduced, i.e. by integrating the service and products supply chain. Inventory levels of service parts can be reduced and therefore reduce total inventory costs. Customer service or parts/service quality can be optimized. Increasing service revenue. Reduce obsolescence costs of service parts through improved forecasting. Improve customer satisfaction levels. Reduce expediting costs - with optimized service parts inventory, there is no need to rush orders to customers. Minimize technician visits - if they have the right part in hand, they can fix the problem on the first visit.

7- PS OF SERVICE MANAGEMENT

Product - It must provide value to a customer but does not have to be tangible at the same time. Basically, it involves introducing new products or improvising the existing products. Price - Pricing must be competitive and must entail profit. The pricing strategy can comprise discounts, offers and the like.

Place - It refers to the place where the customers can buy the product and how the product reaches out to that place. This is done through different channels, like Internet, wholesalers and retailers. Promotion - It includes the various ways of communicating to the customers of what the company has to offer. It is about communicating about the benefits of using a particular product or service rather than just talking about its features. People - People refer to the customers, employees, management and everybody else involved in it. It is essential for everyone to realize that the reputation of the brand that you are involved with is in the people's hands. Process - It refers to the methods and process of providing a service and is hence essential to have a thorough knowledge on whether the services are helpful to the customers, if they are provided in time, if the customers are informed in hand about the services and many such things. Physical (evidence) - It refers to the experience of using a product or service. When a service goes out to the customer, it is essential that you help him see what he is buying or not. For example- brochures, pamphlets etc serve this purpose.

THE LALIT HOTELS

The LaLiT Hotels is the flagship brand of Bharat Hotels Limited Enterprise, a part of The LaLiT Suri Hospitality Group. Bharat Hotels Limited is Indias largest privately owned hotel company and also the fastest growing hospitality group. Headquartered in New Delhi, the company started its first hotel in 1988 under the dynamic leadership of Founder Chairman Mr. Lalit Suri, who led the company through its unprecedented expansion plans, till he died in 2006. The company since then continues with its legacy of innovation

and expansion under the equally dynamic stewardship of Mrs. Jyotsna Suri, Chairperson & Managing Director.

THE LALIT HOTELS

Sahara Star Hotel Mumbai

Earth Room (PREPAID) Mercury Room (PREPAID) Mars Premier Room (PREPAID) Uranus suite (PREPAID)

Product

Deluxe Room LaLiT Premier Room LaLiT Luxury Room Executive Suite Luxury Suite Presidential Suite

Price

Average price: INR 8000- 15000, per room

Located in the plush Kumara Krupa High Grounds Area of Bengaluru, this property is 3 kilometres from the train station and 5 kilometres from the city centre, while the airport 13 kilometres away. The Lalit Ashok Bangalore Hotel with its extensive landscaped gardens overlooks an 18-hole golf course and close to the government offices as well as commercial centres
Advertisement Hoardings Personal selling Media Publicity Internet

Average price: INR 5,736 - 9,699 Per room

Sahara Star Hotel in Mumbai is located right by the domestic airport at Vile Parle in the east part of Mumbai. This property is in vicinity to Elephanta Caves, Mani Bhavan Gandhi Museum,Flora Founatin, Nehru Palanetarium, Jain Temple and chor bazaar.

Place

Promotion

Advertisement Hoardings Personal selling Media Publicity Internet

Physical Evidence

1 king bed. Balcony. Garden view and/or Pool view. Desk. Inroom safe. Wireless high-speed Internet access (surcharge). 37-inch television. Wired high-speed Internet access (surcharge). Dial-up Internet access (surcharge). LCD television. Satellite television service. Premium television channel(s). Free movie channels. DVD player. Direct-dial phone. Speakerphone. Phone. Voice mail.

Sahara Star has a health club, an outdoor pool, a spa tub, a steam room, and a sauna. Sahara Star features a fullservice spa. Business amenities at this 4.5-star property include a business center, wireless Internet access (surcharge), and meeting rooms for small groups. This property provides an airport shuttle (surcharge). Event facilities include conference rooms. The staff can arrange tour/ticket assistance, event catering, dry cleaning/laundry services, and currency exchange. Additional amenities include a nightclub, a fitness facility, and valet parking. The property has designated areas for smoking.

CD player. Clock radio. Minibar. Complimentary bottled water. Kitchen. Coffee/tea maker. Shower only. Handheld shower. Makeup/shaving mirror. Bathroom phone. Bathroom television. Wheelchair accessible. Air conditioning.

Process

Go to hotel reception for check in. Photo identification is required at checkin. Then you go and fill the entry form. Then a room is allotted to you according to your choice.

Go to hotel reception for check in. Photo identification is required at checkin. Then you go and fill the entry form. Then a room is allotted to you according to your choice.

People

People are important because: Providing a service, rather than selling a product. Quality of personal relationships between company and clients becomes vital. New staff needs thorough training and constant monitoring. Staffing costs the highest cost Recruiting specialist staff time consuming and expensive. Strategies and tactics for recruiting, training and safeguarding relationships. People include Higher managers Middle managers Lower managers Others like: Technicians Dealers Other Employees (BPO Employees)

People are important because: Providing a service, rather than selling a product. Quality of personal relationships between company and clients becomes vital. New staff needs thorough training and constant monitoring. Staffing costs the highest cost Recruiting specialist staff time consuming and expensive. Strategies and tactics for recruiting, training and safeguarding relationships People include Higher managers Middle managers Lower managers Others like: Technicians Dealers Other Employees (BPO Employees)

Sahara hotel facilities

Hotel Facilities

Air conditioning Laundry room Laundry service Lift/elevator Front desk - safety deposit box Multilingual staff Business Center Conference room Meeting Room Outdoor swimming pool Health club Hydromassage Jacuzzi Massages Sauna Spa/Wellness Centre Steam bath Free parking Guarded car park Private parking Valet service Baby sitter Night club

Lalit hotel service

Hotel Facilities

Air conditioning Beauty salon Garden Gift shop Hairdresser Laundry room Laundry service

Lift/elevator Room service - 24 hour Shoe polishing service Wireless Internet connection in the entire property Front desk - 24 hour Front desk - safety deposit box Multilingual staff Newspapers Banqueting service Business Center Conference room Congress facilities Meeting Room Secretarial service Children swimming pool Outdoor swimming pool Tennis court Health club Massages Medical service Sauna Spa/Wellness Centre Steam bath Free parking Guarded car park Rent a car in the hotel Valet service Lounge bar Pool bar Restaurant/Dining