Operations & Management
The „uno actu principle – the temporal concurrence of performance creation and performance consumption", as well as the unstoreability of services – implies not only spatial (architectonic) but also material-personnel (operational) capacity planning considerations proportionate to peak production capacity.
Optimisations in the area of production capacity require an intelligent price and supply matrix as an instrument of yield management. With a service portfolio that, when considering core competencies and production capacity, appeals to various target groups, we align the horizontal and vertical price differentials as well as price groupings.
Consequentially – as a result - one has specific requirements of the profit center management controlling in the sense of a value based and – from the point of view of the employee – incentive oriented operations management. The same applies to the conception of the customer-retention-oriented and consumer-reference-oriented Customer Relationship Management (CRM)
The service portfolio of the service provider is characterized by personal contact. Contact intensive and cooperative processes place high demands on the personnel and their communications skills. The particularities of certain tasks – the special nature of a role – should be considered when making the choice of personnel, and also in terms of personnel management. Customer relations in highly integrative services are subject to constant and flexible adaptation processes, and as such, the development of human resources – personnel – gains monumental significance.
In this way – according to the principle of learning organization - company organization structures can be developed flexibly, and the quality of procedures can be assured. In one‘s quality management lies the differential potential of the modern and innovative service provider. Total quality management implies knowledge of the consumer‘s subjective perception of quality, to which end feature oriented and event oriented measurement processes provide information relevant to decision making, conception and design. The core criterion of a service provider is the establishment and nurturing of a stable position of confidence and trust resulting from a sustainably high level of excellence in terms of the results concerning performance, processes and potential, based on a high degree of communications competence – with the according impact on the outside world: the image.
To this extent our consultation input is based upon an understanding of communication as in its original meaning: The transmitter – receiver model. Only when this understanding is in place can an „architecture of communication“ within the company be constructed – an integrated concept which is both inwardly and outwardly highly effective.