Concept of Service and the Relationship Management

Question: Discuss about the Concept of Service and the Relationship Management. Answer: Introduction This study has aimed to the concept of service and the relationship management. In this connection, the cold drink manufacturing company such as Coca cola has been taken. The flow chart is helpful to identify the back stage and the front stage operations performed by the mentioned company. In addition, this essay is beneficial to estimate the significance of the service provided by the soft drink manufacturing company. After that, the analysis of the managerial implications has been discussed. It is known that flow chart representation within a business is seemed to be beneficial as it measures the operations procedure in the manufacturing process. Flowchart Backstage In the words of Shani and Chalasani (2013), business process modelling approach can be discussed with the help of the step by step approach of flow chart. With the help of this, the learner can identify and understand the operations, which are performed by Coca cola in the manufacturing procedure. On the other hand, flow chart can evaluate the positive changes, which are assumed to be necessary to be changed in case of decision making procedure. In this study, the back stage as well as the front stage operation of manufacturing of Coca cola has been developed briefly in the following (Christopher, Payne and Ballantyne 2013). Flow chart refers the graphical representation of the business, which can be developed with the help of the standards objects. In case of the back stage operation, the manufacturing process is depend upon the performance of administration, supervisor and the employee. They perform the operations based on the receiver of the order, raw materials, supervision by the management. In this connection, Hollensen (2015) mentioned that after receiving the orders, the administration first prepare a business strategy, which will be followed at the manufacturing process to achieve the goal of the business. After that, the management focused on the collection of the raw materials. In addition, the manager needs to recruit the efficient employees, who have enough knowledge about the manufacturing procedure. Moreover, the manager also requires to supervise the workers performance (Murdy and Pike 2012). On the other hand, the administration of Coca cola requires to develop an appropriate cost structure for the manufacturing approach. In this context, they also need to take important decision in order to make a business successful. Figure 1: Role of the back stage (Source: Created by author) Figure 2: Flow chart of the back stage operation (Source: Christopher, Payne and Ballantyne 2013) Therefore, the above flow chart is helpful to recognise the procedure of the backstage operation after collecting the raw data materials. In this respect, advertisement plays an important role. Front stage Figure 2: Flow chart for the front stage operation (Source: Peck et al. 2013) The above table depicted the front stage flow chart. In this connection, it can be observed that at first the consumers select the product, which is going to be purchased. After that, they identify the required amount, what they need. After that, it is necessary to examine whether the products are available or out of stock. According to Halinen (2012), after identifying the availability of the products, it is necessary to evaluate the total items sold by the consumers. Explanation of the significance In order to discuss the significance of flow chart operation, Gummesson and Gronroos (2012) mentioned that it could formulate or modify the existing business strategy as per the requirements. With the help of this, the administrators and the managers of a company can identify the inefficiencies of the manufacturing procedure and can rectify it in order to enhance the business performance. In addition, the benefits of the business opportunities can be recognised, which are beneficial for the business challenges. As per the statement of Gronroos and Gummerus (2014), flow chart is helpful to identify and understand the difference between the objectives of the business and the performance of the running business. In this respect, the critical evaluation can lead the business to perform optimally. On the other hand, flow chart is supposed to be ideal to train the new employees. Therefore, the newly recruited employees can understand the objective of the business. Instead of this, flow chart can effectively reduce the probable danger or loss of the workers of Coca cola. As a result, the loss of the business procedure can be knowledge. Murdy and Pike (2012) mentioned that flow chart could convert the experience of the team of Coca cola into the documented procedure. Flow chart is helpful to increase the control on the approach of the business in order to make the organisation successful. The administration can take better decisions based on the previous decisions of the operation. In addition, flow charts can enhance the operational efficiency. Gummesson (2014) opined that each of the managers of a business can achieve the probable outcome along with the available resources. On the other hand, the business simulation is able to identify the flow of the business process. As a result, the managers are beneficial for the further effectiveness as mentioned by Hollensen (2015). Analysis of the managerial implications The managerial implications can be determined briefly in the following: Development of the policies In the points of Shani and Chalasani (2013), Coca cola has been experiencing growth in case of the diversification. Therefore, the diversification policies can be developed. This will be helpful for the managers to understand the discrimination. The implementation of the diversification policies can be maintained the competitive advantage of the company over the competitors. Communicating the visionary statement Managerial implication is helpful to understand the workplace diversification. The managers and the leaders can select the purpose of communication as per the dedication in the working place in terms of the varieties of the strategies as stated by Peck et al. (2013). Empowered the workers The increment of the diversification policies in the working place can include the present challenges for the newly recruited employees. Coca cola can diversify the training to empower the workers. In this connection, Christopher, Payne and Ballantyne (2013) opined that training of the employees is significant at the time of combination with the diversity program. Estimate the diversity program Coca cola is able to estimate the efficiencies of the diversity program. Estimations can be measured the job satisfaction of the workers, worker turnover, satisfaction level of the work environment in the account of strategic planning approach. The organisations manager can include the measurement procedure in order to enhance the programs and the policies (Gronroos and Gummerus 2014). Presentation With refer to the PowerPoint presentation Conclusion This study has been aimed to the service and the relationship strategy of Coca cola. In this respect, this study has tried to establish the flow chart of the back stage performance and the front stage performance of coca cola. After the analysis, it can be observed that the back stage performance depend upon the performance of the administrations, management and the employees. They have different role, which are performed in a step by step approach. On the other hand, the front stage performance of the operation is based upon the consumers and the decisions for the manufacturing products. This study is also helpful to identify and enhance the performance of the company. As a result, the significance of the flow chart has been discussed. In addition, this study is tried to establish the managerial implication in this regard. References Brettel, M., Strese, S. and Flatten, T.C., 2012. Improving the performance of business models with relationship marketing effortsAn entrepreneurial perspective.European Management Journal,30(2), pp.85-98. 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