Introduction
Etisalat is a telecommunication service provider, which is based in the U.A.E (United Arab Emirates). Service process, service people as well as resource utilization will be assessed in order to evaluate how they contribute to the particular service industry. A detailed analysis of the three components will be conducted in order to review the extent to which each segment individually is used in the telecommunication sector of the service industry. This will determine the efficient and effective use of Etisalat’s telecommunication sector as well as the use of service management and whether it aids in the success of the industry. Customers play a vital role, as it is important for Etisalat to satisfy their wants and needs (Etisalat.com, 2012). Consumer’s decisions are valuable, especially when it comes to decision-making, as it is known that they are the ones affected by the outcome. By Etisalat using services management as an aid to reach goals and implement new strategies with the possible results of gaining competitive advantage over its competitors in the same service industry for example Du (Etisalat.com, 2012). According to the outcome of the service that has been delivered in telecommunications of Etisalat, the application of the service components will be evaluated. The evaluation will contain how the components have been applied, has the application of the components lead to success as well as the restrictions of each.
Service Process
The term service process approach explains the method in which customers’ needs are satisfied with regard to the organizations strategic goals. This is interlinked with planning, organizing people, infrastructure, communication and the material components of...
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Boston, MA: Pearson Sivarethinamohan, R. R., & Aranganathan, P. P. (2011). Determinants of employee engagement
In other words, the company cannot be good at everything. Moreover, to achieve Service Excellence it is needed to compromise some of the service attributes, mainly by reducing the ones that the targeted group of customers values less, in order to focus on the improvement of the service’s qualities that the customers want most.
Employee engagement is the investment of physical, cognitive and emotional energy and their full deployment of themselves into work roles or tasks (Kahn, 1990). Employee engagement is key to ensure employees are inspired and enthusiastic about their work. Wi...
Effective competition is widely seen as a key to the development of telecommunications services. The ability of new telecommunications networks to interconnect fairly and efficiently with existing networks is critical to the development of competition. AT&T has undergone numerous changes since its inception in the late 19th century. The McKinsey 7 S framework as applied by Pascale is recommended to manage the changes they are facing to adopt a greater competitive presence in the global economy. In conjunction with this framework, numerous other models were applied to analyse the global competitive position of AT&T. Recommendations for a revised strategy and direction for AT&T have been made throughout this document including two scenarios of how the telecommunications industry might develop towards 2000, while outlining the impact on AT&T.
They are very diverse and are now operating in 185 countries. Their marketing campaigns have been very effective and people are aware of their brand name. A Workforce which is available to Etisalat is skilled and competent. Their market strategy and distribution channels are very competitive and expansion of their sales networks has allowed them to expand globally. They are not only a huge player in the domestic market, but also in foreign markets. All these attributes show that Etisalat’s operational and financial risks are lower than many
The following report will analyse Vodafone and their current position in the international market. This report will cover the competitive strategy of Vodafone and their influence of products and services in relation to the demand of the market.
Employee engagement, a term devised by Gallup research group, is viewed as an important management tool for any company who wants to be an effective and productive organization. Researches have shown that employee can contribute positively to the organization vision and goal when a company engage them effectively. The employee will also feel more passionate about their work and have a sense of belonging.
MacLeod, D. and Clarke, N. (2009), Engaging for success: enhancing performance through employee engagement, London: Department for Business, Innovation and Skills
Covering sixty-three nations, the vital union will see Vodafone Global Enterprise supply about 50,000 Unilever workers with gadgets, network and Managed Mobile Services, which will enhance the conventional path and direction of Unilever's portable interchanges spend, upgrading cost efficiency and effectiveness in relation to the delivering of products and services. Vodafone Global Enterprise deals with the correspondence demands and needs of its clients in relation to the agreement, Vodafone will likewise supply services to Unilever with important information on the most proficient method to increase more prominent upper hand through conveying inventive versatile arrangements. Likewise, Vodafone will give key guidance on new patterns, for example, the successful administration of purchaser gadgets and applications in the working environment. Vodafone and Unilever will work a graduate learner trade project to empower further versatile development in the work environment. To rearrange the administration of Unilever's versatile interchanges, Vodafone will send a variety of arrangements including Vodafone Telecoms Management, a completely facilitated and oversaw administration intended to eliminate various operational issues. Supported by Vodafone's worldwide backing and administration level understandings, Vodafone Telecoms Management will give Unilever more prominent perceivability and administration control over its telecoms consumption, and additionally enhance the nature of administration conveyed to representatives. (Technology Marketing Corporation,
Even though Total Quality Management (TQM) has been replaced by other quality methodologies in many cases, organizations that have taken the long arduous journey to properly implement TQM benefited from it immensely [1]. While TQM may be perceived by many employees as just another passing fad that will soon fall by the wayside, the environmental conditions that exist within the organization will determine if TQM can be successfully implemented and take root. What is Total Quality Management (TQM)? TQM is a system of continuous improvement of work processes to enhance the organization’s ability to deliver high-quality products or services in a cost-effective manner [2].
Here are some figures that display how Employee engagement practices have bolstered up the efficiency and productivity of the employees and in return have augmented the profits of the companies. According to a new meta-analysis that was conducted by the Gallup organisation amongst 1.4 million employees, the organisations that focus on employee engagement practices to a large extent have reported 22% increase in productivity. These practices even impr...
Total Quality Management is a management philosophy driven by customer needs and expectations. TQM focuses on quality and builds a management method based on full employee involvement. Its aim is to achieve long-term successful management through long-term customer
Service management is refers to the chain management system which established the relationship between the organization and consumer. It is integrated into supply chain management system when the actual sales and customer intersect. The aim of service management system is to provide the best services to the customer through their performance. The high performance of service management can ensure the optimum services to their customer in a complex manner than the typical supply chain. Most of the time, the organization requires larger inventories and strong integration with different system and innovation. They have to be prepared with advanced information and high performance to accommodate inconsistent and uncertain demand. Moreover, Service Management must be coordinated across numerous services with large number of parts and different level of the supply chain.
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.
The nature of research instruments, the sampling plan and the type of data the research design constitutes the blueprint for the collection, the measurement and analysis of data. It aids the researcher in the allocation of his limited resources by posing crucial choices.