Quotes & Sayings About Service Management

It's for management to enthuse & motivate employees towards excellence in service; the profit incentive doesn't last — Phil Harding

Interior Secretary Ken Salazar turned out to be all hat and no cattle with his sorry oversight of the Minerals Management Service. — Tina Brown

Ultimately, the purpose of a certification is to establish a particular level of proficiency in a discipline. Unfortunately, "social media" in and of itself, is not a discipline. Digital crisis management, on the other hand, is. So are digital customer service and online community management. This means that a certification program that focuses on social media without addressing each specific business function adapted to social media won't end up certifying anyone in much of anything. — Olivier J. Blanchard

In return for the service and to cover the annual cost for fund management and other expenses, the mutual fund levies fund management charges (FMC). The FMC levied varies across schemes from around 0.75% to 2.50% (the — Vinod Pottayil

command-and-control management has created service organizations that are full of waste, offer poor service, depress the morale of those who work in them and are beset with management factories that not only do not contribute to improving the work, but actually make it worse. The management principles that have guided the development of these organizations are logical - but it's the wrong logic. The — John Seddon

The relationship between nurturance and moral self-interest can be seen most clearly in nurturant forms of business practice. It involves the humane treatment of employees, the creation of a safe and humane workplace, social and ecological responsibility, fairness in hiring and promotion, the building of a work community, the development of excellent communication between employees and management and between the company and its customers, opportunities for employee self-development, a positive role in the larger community, scrupulous honesty, a regard for one's customers and for the public, and excellent customer service. Policies such as these have increased the productivity and success of many businesses. They are models of how Nurturant Parent morality can function to help businesses be successful and to allow owners, investors, and employees to seek their self-interest within this moral system. Moral — George Lakoff

It's a whole different attitude toward public service than it once was. I tell you, we can all sit around in our old age and moan about it, but I think the administrative processes and the management effectiveness of the federal government are terrible! — Paul Volcker

I cannot sufficiently celebrate the glorious liberty that reigns in the public libraries of the twentieth century as compared with the intolerable management of those of the nineteenth century, in which the books were jealously railed away from the people, and obtainable only at an expenditure of time and red tape calculated to discourage any ordinary taste for literature. — Edward Bellamy

For the existing enterprise, whether business or public-service institution, the controlling word in the term 'entrepreneurial management' is 'entrepreneurial'. For the new venture, it is 'management'. In the existing business, it is the existing that is the main obstacle to entrepreneurship. In the new venture, it is its absence. The new venture has an idea. It may have a product or a service. It may even have sales, and sometimes quite a substantial volume of them. It surely has costs. And it may have revenues and even profits. What it does not have is a 'business', a viable, operating, organized 'present' in which people know where they are going, what they are supposed to do, and what the results are or should be. But unless a new venture develops into a new business and makes sure of being 'managed', it will not survive no matter how brilliant the entrepreneurial idea, how much money it attracts, how good its products, nor even how great the demand for them. — Peter F. Drucker

The purpose of logistics management is to plan and coordinate all those activities necessary to achieve desired levels of delivered service and quality at lowest possible cost. — SATISH C. AILAWADI

It was a common complaint amongst the Arts students that their library was in dire need of refurbishment. To call the old building shabby chic was being kind. It didn't have automated stacks or self-service machines like the Management and Sciences library the other side of campus and the carpets and bookcases looked like they were probably the Victorian originals.
But on days like this one, where the springtime sunshine streamed in through the high windows and set the dust motes dancing, Harriet sincerely felt that those BSc lot could stuff their vending machines and state of the art study pods. The Old Library was clearly suited for those who had poetry in their souls, rather than numbers in their heads. — Erin Lawless

A Yale University management professor in response to student Fred Smith's paper proposing reliable overnight delivery service: The concept is interesting and well-formed, but in order to earn better than a 'C', the idea must be feasible. — Frederick W. Smith

To competently perform rectifying security service, two critical incident response elements are necessary: information and organization. — Robert E. Davis

We're creatures of habit when it comes to mobile contracts and the wires piping high-speed data into our homes. It's a pain to deal with transfers, installations, and customer service interactions, so we shrug and keep paying a premium. — Ian Lamont

Either you follow-up or you fold-up — Bernard Kelvin Clive

Balkanization is a feature of the ad agency industry, but it is not a universal phenomenon across all service industries. Somehow, management consulting firms (again!) expanded their technical capabilities and specialties under one brand name. They added specialist consultants, to be sure, but at the same time, they expect their senior partners to become adept at understanding a growing number of disciplines. — Michael Farmer

Services should not be confused with organizations or IT units within the company. For example, a NOC (Network Operations Center) is not a service. The NOC itself could deliver a service such as Monitoring, Incident Response or Event Management services. — Randy A. Steinberg

that is subject to accelerated revenue recognition as a result of aggressive management estimates is one that has "multiple deliverables." In this type of arrangement, the seller provides several distinct, but intermingled deliverables over an extended period of time. For example, wireless telecom companies often package mobile phone service and a cell phone handset together in the same contract. Sometimes the handset is sold to the customer at a greatly discounted price (or even given away for free), as long as the customer also agrees to a two-year service contract. Accounting rules require the seller to allocate a portion of the total contract value to the handset (to be recognized as revenue up front) and a portion to the service contract (to be recognized over the life of the contract). The seller uses assumptions in estimating how to split the revenue between the two deliverables. By changing these assumptions or — Howard M. Schilit

The essence of Agile movement, whether in new product development, new service offerings, software applications, or project management, rests on two foundational goals: delivering valuable products to customers and creating working environments in which people look forward to coming to work each day. — Jim Highsmith

Service is an intangible set of benefits, created by a series of activities. Over the last decade in the IT industry, the distinction between "products" and "services" is blurred, as products are positioned as services, and services are packaged as products. To blur the distinction between products and services is more of a marketing strategy and does not constitute real differentiation. Not only will the sales and pricing strategy between products and services greatly differ, but so will the management approach. Solution is not service, either. — Prafull Verma

What is good customer service about then?

One word: caring.

Bad customer service happens when the employee doesn't care.

You could chalk it up to low wages or getting paid regardless of results. But that's not it either.

Hiring managers need to do two things and two things only:

1. Hire employees that ALREADY care and are ALREADY motivated.

2. Repeat step 1.

When this is done, everything changes.

People are happy on both sides of the table.

Costs for management and training plummet — Richie Norton

Performance of management should be measured by potential to stay in business, to protect investment, to ensure future dividends and jobs through improvement of product and service for the future, not by the quarterly dividend. — W. Edwards Deming

The key activities are not to be found in books. They emerge from analysis of the specific enterprise. Two enterprises that to an outsider appear to be in an identical line of business may well end up defining their key activities quite differently. One, for instance, may put production in the centre; the other, customer service. Only two key activities are always present in any organization: there is always the management of people and there is always the management of money. The rest has to be determined by the people within looking at the enterprise and at their own jobs, values, and goals. — Peter F. Drucker

The worst thing about working retail is that your friends get chosen for you by management. It's the scariest thing about working in the service industry: your coworkers reflect your own failure. — Isaac Jourden

Higher position means greater service and an apportunity to purely represent Srila Prabhupada. Hence our management must be based on humility and tolerance. — Bhakti Charu Swami

Fifty years later, in the 1920s, the American DuPont Company independently set up a similar unit and called it a Developmental Department. This department gathers innovative ideas from all over the company, studies them, thinks them through, analyses them. Then it proposes to top management which ones should be tackled as major innovative projects. From the beginning, it brings to bear on the innovation all the resources needed: research, development, manufacturing, marketing, finance, and so on. It is in charge until the new product or service has been on the market for a few years. — Peter F. Drucker

I saw the figure of 178 Billion wasted/stolen from the people of a country by its corrupt and inept government. Such a figure could truly transform the entire country; education, health, roads, schooling, entrepreneurial environment ... of millions of people, rather than be secreted away as a few more 0000's in global bank accounts for the greeders.
We need to Rethink Public Service, Values, Ethics and Leadership. — Tony Dovale

The code-of-ethics playlist:
o Treat your colleagues, family, and friends with respect, dignity, fairness, and courtesy.
o Pride yourself in the diversity of your experience and know that you have a lot to offer.
o Commit to creating and supporting a world that is free of discrimination, harassment, and retaliation.
o Have balance in your life and help others to do the same.
o Invest in yourself, achieve ongoing enhancement of your skills, and continually upgrade your abilities.
o Be approachable, listen carefully, and look people directly in the eyes when speaking.
o Be involved, know what is expected from you, and let others know what is expected from them.
o Recognize and acknowledge achievement.
o Celebrate, relive, and communicate your successes on an ongoing basis. — Lorii Myers

The main difference between service and manufacturing is the service department doesn't know that they have a product. — W. Edwards Deming

Higher salaries were not the only way the government strove to staunch the bleeding. In the past, before admin salaries were raised, government leaders intervened when officers they considered key were targeted. Dr Goh Keng Swee, then still in the Cabinet, once told me: "We only let you take those we were prepared to release." In one celebrated case, in the early 1960s, he personally stepped in to stop one important hire. The paper's British management had recruited Herman Hochstadt, a rising young officer who later became permanent secretary. The morning he was to start work, even before he could settle in his chair at Times House, he found that Dr Goh had demanded his return to the civil service. — Cheong Yip Seng

Customer service is all about FEELINGS! I am of the opinion that customer service is actually FEELINGS MANAGEMENT. — J. N. HALM

The BBC's television, radio and online services remain an important part of British culture and the fact the BBC continues to thrive amongst audiences at home and abroad is testament to a professional and dedicated management team who are committed to providing a quality public service. — Pauline Neville-Jones

Dense urban environments may do away with nature altogether - there are many vibrantly healthy neighborhoods in Paris or Manhattan that lack even a single tree - but they also perform the crucial service of reducing mankind's environmental footprint. Compare the sewage system of a midsized city like Portland, Oregon, with the kind of waste management resources that would be required to support the same population dispersed across the countryside. Portland's 500,000 inhabitants require two sewage treatment plants, connected by 2,000 miles of pipes. A rural population would require more than 100,000 septic tanks, and 7,000 miles of pipe. The rural waste system would be several times more expensive than the urban version. — Steven Johnson

Any successful hospitality operation - be it a hotel or restaurant, chain or independent, low-cost provider or luxury establishment - requires an effectively performing individual operation. You have to attract the right customers, have the service product, set the right price for your product, and provide the right level of service - all the while managing your employees the right way to achieve your goals. This requires a combination of knowledge from a variety of disciplines, and thus this section includes contributions from our faculty in human resources, management, marketing, operations, and strategy. — Michael C. Sturman

Leadership is service, not position. — Tim Fargo

We [at Soros Fund Management] use options and more exotic derivatives sparingly. We try to catch new trends early and in later stages we try to catch trend reversals. Therefore, we tend to stabilize rather than destabilize the market. We are not doing this as a public service. It is our style of making money. — George Soros

We must recognize that "happy" is not a business goal. Service providers pursue "happy." Leaders pursue growth, competitive advantage, mission enhancement, and cost management. — Tina Nunno

The truth is that no internal reviews or congressional hearings will change the Secret Service's broken management culture. It needs better leadership. — Ronald Kessler