Respond and comment on the following text:
It is necessary to analyze the service operations throughout a modern approach that involves the current service operations management and its parameters that will ensure the implementation of a business model. The notions of management control systems research and performance management system (Otley, 1999; Ferreira and Otley, 2009) apply:
The formulation of strategic goals and final success data
The establishment of criteria to measure the operational implementation of a strategy
The definition of performance in each department in order to outreach goals
The motivation of employees and the guarantee of a participate system with the managers
The guarantee of information flow necessary to implement the strategy that can be adapted according to an external and/or internal environment (balanced scorecard)
The service operations management will define decisions tools and behavior practices in order to optimize the strategical alignment of the internal actors into the company: costs management, quality and deadlines measures, authorization of the information systems of management Knowing that services have their own characteristics of simultaneity, perish ability, intangibility, heterogeneity; it is almost significant to note the importance of the control system that establish the contact of the employee with the client during the co-production phases. The operations service can be driven by the balanced scorecard, and be supported by the offer of the value, the valuable architecture or the resources and skills.
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Fitzsimmons and Bordoloi (2014) highlighting that ”customers typically arrive at their own discretion and with unique demands on the service system”. Over the last few years hoteliers and brands have been focusing on how to develop new products in order to capture the new generational market – millennials.
Millennials will be the next influx of customers to the hotel industry but also in the workforce, to which brands need to ensure both external and internal customer participation is met. Both Stanwood and Marriott have launched a millennial products, named Aloft and Moxy respectively. The concepts are based around limited services and more sociable common areas (Alva, 2014), which suits the requirements of young travelers such as millennials. Fitzsimmons et. all (2014), illustrates service capability as being more demand focused rather than fixed as the customer is willing to participate based on a quicker and cheaper service output.
The millennial market is a great example on the value of customer participation and how brands are moving towards creating the social experience and developing the ideology of self service through co-sharing and co-living which allows the customer to be a part of the process. Such factors are also influenced by the rapid growth of the shared economy environment we live in today
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