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An operation management system is multiple procedures and processes that allow a company to manage a business and reach the highest level of productivity with day-to-day operations. In this new changing generation the services industries have a huge demand on enhancing performance from every service provider for fighting in this huge market competition. The relationship between the organization and its employees with the customers and the quality services signifies the position in the marketplace and the competitive advantages. There are many departments in an organization. Each department has its own goals and responsibilities. The operation management system mainly guides the different departments to work together and to complete the business goals. In the past few years, the service industries have grown increasingly, even to balance more traditional sectors like voluntary sector services and public sectors. System operations management operates service base operations, service quality, and value chains of the service quality. Using an OMS it can be examined how the business performs and procedures, measures the KPI and can make necessary changes.
Big and small projects can be disturbing at first glance. A work breakdown structure can manage the pieces, organize the works into smaller ones. Using this structure the project can be divided into small parts and can be handled by team managers. The grand chart is a visual project of a management technique. It helps to manage and plan many projects at a time.
SERVQUAL signifies many gaps. It focuses on customer satisfaction and customer demand. Five gaps have a crucial impact on market operation. The first gap includes the difference between management preparation and customer expectations from a service provider. The second one identifies the crevice between service quality specification and the management preparation of an organization (Akalegbere et al. 2022). The third gap signifies the interstice that occurred between delivered service and specified quality. The fourth gap denotes the differences between the real delivery service and the external communication. The fifth gap covers service provision and service expectations from consumer preparation.
Empathy: The sort of empathy that is practised in the work environment is otherwise called authoritative compassion. It addresses an association's capacity to figure out the considerations, sentiments, thought processes, and states of others, like workers, accomplices, and networks, according to their point of view.
Reliability: Associations need unwavering quality expectations to decide, inform clients, and plan creation, yet to keep away from or relieve these dangers, what falls flat and when might they at any point fizzle, that likewise need to more readily comprehend assuming there is something.
Tangibility: There are two sorts of resource classes, unmistakable and theoretical. Property, plant and gear are normally actual resources or organization-claimed resources. Unmistakable resources are the principal kind of resource that an organization uses to produce labour and products.
Responsiveness: Responsiveness is the capacity of an association to perceive and successfully adjust to consistent changes in industry and client inclinations. Associations that adjust successfully to change can more readily oversee interruptions and reliably meet client assumptions.
Assurance: The main meaning of assurance is to identify different types of independence as well as qualified entities that are approved in the administration.
There are five factors based on five quality gaps that help enhance the satisfaction of the consumers. The factors are empathy, reliability, tangibility, responsiveness, and assurance (Benjaafar. Et al, 2020). Empathy dots provide personalized care to every consumer by mentioning their needs and issues. The organizational personal and consumer communication divert to the empathy factor of service quality with credibility, courtesy, customer understanding, security, competence
The organization promises to think about its consumers' demands. They develop the reliability of an organization or a company. The company has to keep its promises to expand the reliability of its targeted customers. The accuracy of fulfilling a promise is essential for the reliability of the public sector (Capps. Et al, 2019). The tangibility includes the physical appearance of an organizational personnel. It refers to selling equipment, manufacturing and physical activities. All organizations and sectors can be measured by tangible factors. It measures all the possible facilities of a company.
All organizational sectors can be measured under tangible factors. Responsiveness refers to a potential organization that provides everything to help the consumers. The offline and online services and quick responses to the customers and their demands are under this factor (Gupta. et al, 2022). Assurance signifies the actions of a service sector or a company's employees. It makes the company to be consumer trusted. The employee's actions to inspire the consumer's confidence imply the assurance factor of the quality services. There are several micro factors among these five factors that influence the quality of service in terms of customer satisfaction. It includes access, communication, competence, credibility, understanding of a customer, courtesy, and security. These factors may affect public sectors and industries. The relationship of the company and consumers depends on macro and micro factors of service quality. The gaps play a huge role in the market operations. SERVQUAL marks these factors with a huge spectrum quality assessment. This also helps to imply the new policies and modify policies of the operations of an organization. By applying these factors an organization can provide positive and better quality services, gain customer loyalty and also can have the customer experiences and their problems.
There are ten important components of SQ. They are credibility, tangibles, access, competence, reliability, responsiveness, security, understanding the customer, communication, and courtesy. The service quality indicates the compassion of the customers. It is based on their organizational performance and expectations (Helo,2021). The service quality tends to increase to fulfil consumer demand and satisfaction. The customer needs organizational support to increase the value of the market of the company and give the competitive advantages of market share and economy.
The service quality is considered like an indicator which can understand the consumer agreement. During the 1950s the service quality assessment was started. Till now it has a huge role on this platform. Sq or SERVQUAL is a technique that can calculate the service quality (Ivanov. et al 2021 ). The quality of service sectors can be evaluated based on five criteria. They are product-based, manufacturing-based, user-based and transcendent. The quality market services highly surround the competitive market by the economic advantages. The SQ contributes to many gaps between service providers and consumers.
Globally there are many operational service sectors. Every sector has to increase its service equality and productivity to keep its position in the marketplace. The service facility planning provides the service in a service sector to handle more than a hundred consumers per day. This planning covers the process of departments of a service sector and its entering customers (Koleva,2018). The service counter flow and the floor design are some of the most important things in this segment. Business process designing service systems provides the link designing between each component of a service sector. It refers to the interaction between service and supply quality assurance, organizations, receiving payments from the customers and development of business process reengineering.
The service sector can moderate its performance by decreasing the processing times. The appropriate training of the employees by providing processing and financial factors can help the consumers to be handled more sufficiently. The implementation of self-service can also reduce the service processing time. Decision-making and supporting processes are in the financial sector. It provides seamless and less time consumption (Naveh, 2019). Making decisions in less time will increase the handling time of the consumer. The employees are needed to support the high authority in proper implementation. Managing the resources of humans in service sectors for specific segments is important to handle. Every employee has to handle the consumers besides their orders, final transactions and give good quality resources.
The allocations of the staff are important and key features of a service system. The modulation of chain supply is a key process of a service sector. It manages the delivery and supply management of a service system to meet each customer's demand. The service quality tends to increase to fulfil consumer demand and satisfaction. The customer needs organizational support to increase the value of the market of the company and give the competitive advantages of market share and economy. The basic point of the service system is to provide satisfaction to the customer.
The service sector has some weaknesses. It affects the service quality improvement and consumer satisfaction. The modification of the service process can increase the performance and productivity of the system service. Before calculating the future potential and weakness, the most important thing is understanding the services a sector provides to its consumers.
The first thing is to verify the ordered services then supply the delivery and exchange cash with the customer. The second thing is handling and exchanging foreign currency. The third procedure is import and exporting. There is some difficult valuation in every service sector. Business development is an important skill. It should not only expand its business but also try to attract new customers (Peltonen et al 2018). Many service sectors develop new modules but fail to maintain them. The service system of sectors should optimize the management of the service sectors. It should increase the productivity and efficiency of the employees. The service system should also provide logistic improvement and supply chain optimization. The upstream profitability should be improved. The simulation of the service system will predict the performance of the organization and demand forecast. It will expand the operator management capacity, and design and plan financial institutions. It will also boost the allocation of resources and resolve the issues. Examining the alternative impact layout also can be helped by this.
Conclusion
System operations management is a very important procedure for an organization. There is a measurement method called SERVQUAL. It helps to understand the service quality in any public sector or public service organization. There are five major factors of customer satisfaction. They altogether improve the product and service quality. The service system improves the operations of an organization which is mainly focused on the necessity of the customers. Those factors not only improve the performance of the organization but also help to provide advantages in competitive ways to manage massive situations. A critical analysis of an imitated service system brings positivity to public sectors and improves future investment. The service categorization of services and modification of sectors can increase the SERVQUAL implementation. SERVQUAL is based on the customer assessment viewpoint on SQ. SQ is a paramount factor. This concept is created between the customer's performance evaluations of a service provider and the expectations of the costumes by a classic service provider. SQ or SERVQUAL is demonstrated as a multidimensional construct. The operation management system impacts on overall profitability and productivity of a business enterprise or any public sector. It is the engine of the company where the plans and the decisions can emerge. It measures the company's progress and accelerates the individual and efficiency of workers and managers. It is becoming a daily routine of life.
Reference List
Journals
Akalegbere, G.C. and CICA, C., 2022. Operations management in organizations article. American International Journal of Business Management (AIJBM), 5(1), pp.20-33.
Benjaafar, S. and Hu, M., 2020. Operations management in the age of the sharing economy: What is old and what is new? Manufacturing & Service Operations Management, 22(1), pp.93-101.
Capps, C., Cassidy, C., Gravois, R. and Warner, J., 2019. Expanding the competitive profile matrix: introducing the production/operations management, marketing, human resource management, finance/accounting, research and development, and information systems competitive profile matrices. Journal of Business Strategies, 36(1), pp.59-69.
Gupta, S., Starr, M.K., Farahani, R.Z. and Asgari, N., 2022. OM Forum—Pandemics/Epidemics: Challenges and Opportunities for Operations Management Research. Manufacturing & Service Operations Management, 24(1), pp.1-23.
Helo, P. and Hao, Y., 2021. Artificial intelligence in operations management and supply chain management: an exploratory case study. Production Planning & Control, pp.1-18.
Ivanov, D., Tang, C.S., Dolgui, A., Battini, D. and Das, A., 2021. Researchers' perspectives on Industry 4.0: multi-disciplinary analysis and opportunities for operations management. International Journal of Production Research, 59(7), pp.2055-2078.
Koleva, N. and Andreev, O., 2018, June. Aspects of Training in the Field of Operations Management with Respect to Industry 4.0. In 2018 International Conference on High Technology for Sustainable Development (HiTech) (pp. 1-3). IEEE.
Naveh, E. and Lei, Z., 2019. Coping with errors in organizations: challenges, opportunities, and frontiers for operations management research. Foundations and Trends® in Technology, Information and Operations Management, 12(4), pp.349-433.
Peltonen, L.M., Junttila, K. and Salanterä, S., 2018. Nursing leaders' satisfaction with information systems in the management of the day-to-day operations in hospital units. In Nursing Informatics 2018 (pp. 203-207). IOS Press.
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