Service operations managements Essay Example | Topics and Well Written Essays - 1000 words - 1

Service operations managements - Essay Example hai Banking Corporation (HSBC), which are highly critical services and need absolute customer focus besides thorough banking knowledge and skills and effective operations management. Service operations management is a large and critical business sector. Besides customer satisfaction, service operations managers are also responsible for continuous improvement and cost-saving objectives. These are to be achieved with the available resources such as materials, staff, equipment and process technology (Johnston & Clark, 2008). Service operations management also requires specialized skills and competencies in terms of the five main management functions, planning, organising, leading, coordinating and controlling. These five core functions are achieved through strategic planning and management, effective leadership, technology and skills, and human resources management. In general, these functions seem quite similar to any other service/production management; however, the practices, policies, and approaches differ in the service industry. In service operations, all operational functions are pre-planned and assessed in terms of costs, infrastructure, staffing etc; these operational functions require the support of other functions like the administration, facilities, human resources department, training and quality assessment departments etc. All functions are strategically aligned to the organisation’s main goal. Among HSBC’s five core business principles, customer service, effective and efficient operations, strict expense discipline through teamworking and organisational commitment form the grounding principles for carrying out efficient service management (HSBC Holdings plc, 2001). Amongst the hundreds of different services provided by the global bank, payment services forms one critical unit and service which has sound impact on its customers as well as the bank itself. Capacity planning is the process of calculating the capacity of materials, personnel