Service Management: Organizations and People

Question 1

Organization

Answer 1

A person or a group of people that has its own functions, responsibilities, and relationships to achieve its objectives

Question 2

ORGANIZATION: 2 Basic Roles an Organization can Fulfill

Answer 2

1. Service Provider - A role performed by an organization in a service relationship to provide services to consumers
2. Consumer - A role performed by an organization in a relationship that uses (or consumes) those services

Question 3

ORGANIZATION vary in size, complexity, and in their legal structure

Answer 3

Organizations vary in size, complexity, and in their legal structure

An organization can be person or group of people who are ORGANIZED around common goals within a larger business organization to achieve common objectives in a coordinated method.

Value is CO-CREATED by the service provider and the consumer. Dion training is supplying info, but you consumer must do my part to co create value. Consumer value is outcome of test, but must work at it

Question 4

Organizations: Service Relationships

Answer 4

Service Relationships: You can be BOTH a supplier and consumer simultaneously. Internet provider/Dion/Consumer.
Organization fulfill 2 roles Service Provider and Service Consumer.
People can fulfill 3 roles, user, customer and sponsor. 1 person can be all 3 or separate people. Tesla example, all 3 have competing outcomes.
Mom and dad buying daughter car example. Daughter - user, mom customer, dad sponsor