PPT-Chapter 9 People as Strategy: Managing Service Employees

Chapter Objectives Understand the importance of customer facing employees Understand the stresses and strains faced by typical service employees and how this is likely to influence their behavior. Managing . People. for . . Service Advantage. Overview of Chapter 11. Service Employees Are Crucially Important. Factors Contributing to the Difficulty of Frontline Work. Cycles of Failure, Mediocrity, and Success. Managing . People. for . . Service Advantage. Services Marketing 7e, Global Edition. Overview of Chapter 11. Service Employees Are Crucially Important. Factors Contributing to the Difficulty of Frontline Work. EXECUTION—ANOTHER PATH . TO COMPETITIVE . ADVANTAGE. Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. .. McGraw-Hill/Irwin. LO1. Gain command of what managers must do to build an organization capable of good strategy execution.. . Managing People for . Service Advantage. 1. Importance of Service Employees. Frontline is an important driver of customer loyalty. Anticipating customer needs. Customizing service delivery. Building personalized relationships. Chapter Objectives. Understand the importance of the consumer in the production of a service and the impact consumer performance can have on both the operational efficiency of the business and customer satisfaction.. People. for . . Service Advantage. Overview of Chapter 11. Service Employees Are Crucially Important. Factors Contributing to the Difficulty of Frontline Work. Cycles of Failure, Mediocrity, and Success. Steve Joiner. Wayne . Scott. . What is Managing Up? | How Well Do You Know Your Boss? | Strategy Exchange. Katherine Hepburn. You can't just be talented: You have to be terribly. STRATEGY. Team 3. Riley Drummond. Kara Vickers. Andrew Rich. James Everett. Ann-Marie Nanny. Rick Henson. Brittany Fowlkes. Build Execution into Strategy. How to execute your strategy?. How important is frontline to your strategy?. STRATEGY. Team 3. Riley Drummond. Kara Vickers. Andrew Rich. James Everett. Ann-Marie Nanny. Rick Henson. Brittany Fowlkes. Build Execution into Strategy. How to execute your strategy?. How important is frontline to your strategy?. Blue Ocean Strategy Ch. 8. Rebecca Eggerman. Alexander Johnson . Miguel Lopez. Hannah Stephens. Carissa . Tarnowski. Overview. Build Execution into Strategy. Poor Process Can Ruin Strategy Execution. Behavioral Health Issues:. Philosophy of Service at UBHC . Marie Verna. Program Support Coordinator. Behavioral Research and Training Institute . 732-235-9289. Serving People. Managing Behavioral Health Issues. Gerald, Brett, Courtney, Ryan, Scott, Brandon, William, Kara . Preview of Main Points. Build Execution into a Strategy. Poor Process Can Ruin Strategy Execution. The Power of Fair Process. The Three E Principles of Fair Process. Jacqueline Torres. Carly Pyle. Olivia Garcia. Gabriel Flores. Gabriella Cabello. Chapter Introduction. Strategy is most successful when everyone is involved from front to top line . Everyone in company must align with strategy and support it . Diversity. affects us all and given the right conditions and the right culture it allows every single one of us to be the best that we can be. It isn’t about labels as none of us are defined by a single characteristic – we are all a complex mix of race, ethnicity, gender, religion, sexuality, background etc. and a single label doesn’t “explain” or define any of us..