Service Management at Tgi Fridays
Services Management
TSM09104
Assessment 2: Identifying Service Management Excellence
“You are required to write a report aimed at the senior executive level which identifies and discusses example(s) of service management excellence in one or more actual service organizations of your choice.”
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1.0 Executive Summary
This report will be aimed towards senior executives in the service industry, using the TGI Fridays restaurant chain as a basis to identify the key elements necessary for providing excellent service management. Each section in this report will discuss how TGI Fridays achieves its service management excellence through concentration on a number of key service areas. These service topics will be discussed through the report using the following format:
Introduction- to the TGI Fridays chain, its history, mission and success story.
The Service Encounter – Identifies the format and style of service at TGI’s and how this has led to global business success.
Managing People – Discusses how TGI Fridays manage and motivate their staff to ensure the customers “front-line” experience is always positive.
Customer Relationship Marketing –
Conclusion and Recommendations – Summarises the positive and negative aspects of current service management and makes further recommendations, which may help TGI Fridays (and similar service organisations) to achieve service management excellence in the future.
2.0 Introduction
It is fair to say that since its very creation, TGI Fridays has focused on providing a fun and entertaining service for its customers. Indeed the name “Thank God its Fridays” lends itself very well to this attitude. In fact TGI’s founder, Mr Alan Stilman purchased his first TGI Fridays bar in his local New York neighbourhood with not one but two key aims; the first was principally to make money and run a successful business but the second, of equal
TSM09104
Assessment 2: Identifying Service Management Excellence
“You are required to write a report aimed at the senior executive level which identifies and discusses example(s) of service management excellence in one or more actual service organizations of your choice.”
[pic]
1.0 Executive Summary
This report will be aimed towards senior executives in the service industry, using the TGI Fridays restaurant chain as a basis to identify the key elements necessary for providing excellent service management. Each section in this report will discuss how TGI Fridays achieves its service management excellence through concentration on a number of key service areas. These service topics will be discussed through the report using the following format:
Introduction- to the TGI Fridays chain, its history, mission and success story.
The Service Encounter – Identifies the format and style of service at TGI’s and how this has led to global business success.
Managing People – Discusses how TGI Fridays manage and motivate their staff to ensure the customers “front-line” experience is always positive.
Customer Relationship Marketing –
Conclusion and Recommendations – Summarises the positive and negative aspects of current service management and makes further recommendations, which may help TGI Fridays (and similar service organisations) to achieve service management excellence in the future.
2.0 Introduction
It is fair to say that since its very creation, TGI Fridays has focused on providing a fun and entertaining service for its customers. Indeed the name “Thank God its Fridays” lends itself very well to this attitude. In fact TGI’s founder, Mr Alan Stilman purchased his first TGI Fridays bar in his local New York neighbourhood with not one but two key aims; the first was principally to make money and run a successful business but the second, of equal