Please join StudyMode to read the full document. Every company is interested in providing the information and assessing the customers so they can not only gain new customers but also retain their older ones. The statistic of the world shows there is increase in call centers not in Europe but around the globe as well The quality of the service is typically viewed as a function of both how long the customer must wait to receive service and the value that the customer attributes to the information and service that is received. The survey provide the broad perspective on both traditional and emerging call centre management Call centre
operation management - Free Management Essay - Essay UK
Whether it is the provision of airport services, greetings cards, plastic buckets or holidays, operations managers will have been involved in the design, creation and delivery of those products or service each part of the airport — terminals, baggage handling services, aero plane servicing and catering, for example — has been carefully designed to fulfill not only its current role, but also with the possible demands of the next year and even the next 10 years in mind. Birmingham International Airport; is one of the busiest airport in the United Kingdom. Around 20 flight arrive at and depart from the Eurohub Terminal. Airport Personnel oversea a wide range of complex operations, including flights, passengers, terminals, airfield, facilities, staff, equipment, security and ground transportation. Across the runway and acres of tarmac, at the site of the original airport, the overnight freight operation is just beginning to wake up with the arrival of staff and the preparations for the first aircraft from Europe or the United States. Some of the staff from the organizations based at Birmingham International Airport BIA sees to the needs of their customers.
Operations basically are activities, but it is usually considered that these activities are planned and coordinated since they normally require a certain scale of capital and human resources. Managing operations involves structuring and coordinating work. While this also includes and is applicable to most human activity, operations management is mostly concerned with the production and delivery of products and services. Operations Managers are the people who are responsible for overseeing and managing the resources that make up the operations function. The operations function is also responsible for fulfilling customer requests through the production and delivery of products and services.
This encompasses the entire activity carried out within the organization. With increasing pressure on organizations to deliver optimally at reduced cost, the role of operations has been transformed from that of strategy implementer to one of strategy driver. Operations strategy looks at the patterns of strategic decisions and actions in a bid to set the roles, objectives and activities of the operations Slack et al. An understanding of these strategies is important in ensuring that organizations are well aware of the requirements needed to meet the corporate objectives set about by management.
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