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Introduction To Managing A Service Enterprise

The document introduces service businesses and enterprises, describing their characteristics as intangible, inconsistent, and inseparable from their production and consumption. It also outlines different types of service businesses, benefits of enterprise service management, and tips for successfully managing a service enterprise.

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Julius Hans Gallego
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344 views21 pages

Introduction To Managing A Service Enterprise

The document introduces service businesses and enterprises, describing their characteristics as intangible, inconsistent, and inseparable from their production and consumption. It also outlines different types of service businesses, benefits of enterprise service management, and tips for successfully managing a service enterprise.

Uploaded by

Julius Hans Gallego
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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INTRODUCTION TO

MANAGING A
SERVICE ENTERPRISE

ADA J. ESCOPETE
Topics

• Introduction to Service Business


• Characteristics of a Service Business
• Types of a Service Business
• Examples of Service Business
Definitions
SERVICE
• an economic activity that is intangible,
cannot be stored, does not result in
ownership upon purchase, and is
consumed at the point of sale
• any intangible product, which is
essentially a transaction and is
transferred from the buyer to the seller in
exchange for some consideration
Definitions
ENTERPRISE/BUSINESS
• In many cases service are moderately small
because they do have mechanized services and
limit service only as many individuals as they
accommodate at one time.
Enterprise Service Management (ESM)
• Service Enterprise is an organization that
strategically leverages volunteers to achieve
operational efficiency and greater social impact.
Service Enterprises are among the top 11
percent of nonprofits in the country in volunteer
management and organizational performance.
CHARACTERISTICS OF A SERVICE
BUSINESS/INTERPRISE

• Intangibility
• Inconsistency
• Inseparability
• Storage
CHARACTERISTICS OF A SERVICE
BUSINESS/INTERPRISE

• INTANGIBILITY - A service is not a physical


product that you can touch or see. A service can be
experienced by the buyer or the receiver. Also, you
can not judge the quality of the service before
consumption.
• INCONSISTENCY - There can be no perfect
standardization of services. Even if the service
provider remains the same, the quality of the
service may differ from time to time.
CHARACTERISTICS OF A SERVICE
BUSINESS/INTERPRISE

• INSEPARABILITY - One unique characteristic of


services is that the service and the service provider
cannot be separated. Unlike with goods/products
the manufacturing and the consumption of services
cannot be separated by storage.
• STORAGE: The production and consumption of
services are not inseparable because storage of
services is not possible. Being an intangible
transaction there can never be an inventory of
services.
TYPES OF SERVICE BUSINESS as Categorized by
General Agreement on Trade Services (GATS)
• Business services (professional, IT-related,
research & dev’t)
• Communication
• Cleaning
• Construction & other engineering-related
services
• Distribution
• Educational
• Environmental
TYPES OF SERVICE BUSINESS as Categorized by
General Agreement on Trade Services (GATS)
(con’t.)

• Financial (banking, insurance, & all security-


related services)
• Health care & social services
• Tourism & travel-related
• Recreational, cultural & sporting
• Transport services
• Other services not included in the other
sectors
Distribution of service businesses
Drivers for Service Enterprise Management

• Consumerization
• Business function demand
• Better IT service management solutions
• Increased vendor marketing
BENEFITS OF ENTERPRISE SERVICE
MANAGEMENT

• Better service & customer experience


• Improved efficiency & reduced operational costs
• Self-service efficiencies & workload reductions
• Better ROI
• Improved effectiveness
• Improved visibility into operations & performance
BENEFITS OF ENTERPRISE SERVICE
MANAGEMENT

• Increased control & governance


• Opportunity for improvement
• Improved access & communication channels,
more effective communication
• Improved accountability
• Better understanding of what services are
needed & provided
• standardization
TIPS TO SUCCESSFULLY MANAGING A
SERVICE ENTERPRISE

• Allow for the differences


• Don’t assume that service enterprise
management will sell itself-justify it in
business terms
• Help first yourself before helping other
service providers
• Think long and hard about how to deliver the
service enterprise
REFERENCES:
• Garcia, Leonardo and Enrique M. Soriano. Services Marketing.
2017. C&E Publishing, Inc. Quezon City.
• Bateson, John E. and K. Douglas Hoffman. Understanding Services
Marketing. 4th Edition. 2012. Cengage Learning. Pasig City.
• https://www.scantron.com/technology-solutions/it-products-
project-services/enterprise-projects/enterprise-service-examples/
• https://www.oreilly.com/library/view/enterprise-service-
bus/0596006756/ch01.html
• https://www.toppr.com/guides/business-studies/business-services/
nature-and-types-of-services/
• https://www.josephstudios.net/characteristics-of-an-enterprise-cor
porate-strategy/
• www.mass-service.org/resources/service-enterprise/characteristics
ASSIGNMENT:

1. Give at least 5 specific examples of service


business present in Sorsogon Province based on
the categorization of GATS.
Example: Financial services – BDO, Landbank, St
Peter Life Plan, etc.
2. Based on your given example which type of
service business in the province would you engage
into? Why?
3. Explain why «Enterprise service management is
common sense».

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