{"content":[{"text":"OPERATIONS SERVICE MANAGEMENT","bbox":{"left":0.117686,"top":0.044071,"width":0.354961,"height":0.020212000000000008}},{"text":"2","bbox":{"left":0.843448,"top":0.044071,"width":0.009804000000000035,"height":0.020212000000000008}},{"text":"Introduction","bbox":{"left":0.431928,"top":0.08754,"width":0.10684300000000002,"height":0.020985000000000004}},{"text":"Operations management is the process by which the managers in an organization","bbox":{"left":0.176552,"top":0.122556,"width":0.634177,"height":0.020212000000000008}},{"text":"ensure that all the services delivered by the organization are efficient using as little resources","bbox":{"left":0.117686,"top":0.157442,"width":0.7280040000000001,"height":0.020212000000000008}},{"text":"as possible. The essay uses the electronic business as the example in this case. Service people","bbox":{"left":0.117686,"top":0.19229,"width":0.733314,"height":0.020212000000000008}},{"text":"are the members of staff that help to attend to the clients or customers. In short they deliver","bbox":{"left":0.117686,"top":0.227139,"width":0.716102,"height":0.020212000000000008}},{"text":"the services. The frontline staff in an electronic is the service people that offer the services to","bbox":{"left":0.117686,"top":0.262013,"width":0.7284510000000001,"height":0.020212000000000008}},{"text":"the customers. They have the direct contact with the customers (Johnston, 2000).","bbox":{"left":0.117686,"top":0.296861,"width":0.634314,"height":0.020212000000000008}},{"text":"Discussion","bbox":{"left":0.44134,"top":0.331543,"width":0.087706,"height":0.020984999999999976}},{"text":"The staff members are usually under the pressure to ensure that the customers get","bbox":{"left":0.176552,"top":0.366596,"width":0.638703,"height":0.020212000000000008}},{"text":"quality services and there is total customer satisfaction. One of the pressures that the frontline","bbox":{"left":0.117686,"top":0.401444,"width":0.734372,"height":0.020212000000000008}},{"text":"staff faces is due to the nature of the assigned task (Johnston & Graham, 2008, p.237). The","bbox":{"left":0.117686,"top":0.436596,"width":0.712138,"height":0.020212000000000008}},{"text":"staff faces some customers who are very difficult to handle and they have a responsibility to","bbox":{"left":0.117686,"top":0.47147,"width":0.72284,"height":0.020212000000000008}},{"text":"ensure that the customers are content with their services. The customers at the electronic","bbox":{"left":0.117686,"top":0.506621,"width":0.693315,"height":0.020212000000000008}},{"text":"shops demand quick service and so the staff members must act swiftly to ensure that the","bbox":{"left":0.117686,"top":0.54147,"width":0.690608,"height":0.020212000000000008}},{"text":"services are fast and efficient. The pressure is more when it comes to the workload. This is","bbox":{"left":0.117686,"top":0.576646,"width":0.7110820000000001,"height":0.020212000000000008}},{"text":"due to the type of the service to be offered, the process involved in the service and the inputs","bbox":{"left":0.117686,"top":0.611495,"width":0.7267450000000001,"height":0.020212000000000008}},{"text":"to be used to offer satisfactory services (Teboul, 2006). Some of the services may be","bbox":{"left":0.117686,"top":0.646344,"width":0.6638080000000001,"height":0.020212000000000008}},{"text":"complex with complex processes thus demanding more from the staff members. This is the","bbox":{"left":0.117686,"top":0.681533,"width":0.714098,"height":0.020212000000000008}},{"text":"case if the competence of the customer has an effect of the frontline employee. The restaurant","bbox":{"left":0.117686,"top":0.716381,"width":0.734314,"height":0.020212000000000008}},{"text":"management is strict to ensure that the frontline members are constantly active to keep the","bbox":{"left":0.117686,"top":0.751533,"width":0.7079740000000001,"height":0.020212000000000008}},{"text":"customer flow. This increases the workload thus mounting a lot of pressure on the staff","bbox":{"left":0.117686,"top":0.786407,"width":0.682922,"height":0.020212000000000008}},{"text":"members. The staff is also under immense pressure to meet the performance objectives and","bbox":{"left":0.117686,"top":0.821558,"width":0.7148040000000001,"height":0.020212000000000008}},{"text":"to hit the targets. For instance the targets in the electronic business, the number of electronic","bbox":{"left":0.117686,"top":0.856407,"width":0.723941,"height":0.020212000000000008}}],"images_bbox":[],"images_bbox_not_text_overlap":[]}