Phân tích quản trị hoạt động của dịch vụ giặt đồ công ty TSC – sử dụng lưu đồ flowchart e

Phân tích quản trị hoạt động dịch vụ giặt đồ công ty TSC – sử dụng lưu đồ Flowchart Let’s use the flowchart to describe the process of providing laundry services of TS Company Explain the criteria for assessing the laundry services quality of the Company? Which competitive advantages from the services provision form that the TSC Company planned to implement? Explain your idea Using the data in Table to calculate the breakeven selling price for washing a shirt if monthly demand is expected to be 5,000 shirts and service costs to pay for laundry shop is 0.2 dollars / pc Let’s indicate the limitations / disadvantages of this business method, and propose innovative ideas Table of Contents Table of Contents .1 INTRODUCTION .2 1.1 Symbols of flow chart: 1.2.The process of providing laundry services of TSC 3.1.Advantage to make a difference for service 3.2.Advantages of higher efficiency .6 3.3.The advantage of service quality 3.4.Faster innovation 3.5.Respond to customers quickly REFERENCES 11 INTRODUCTION To survive and develop human can not act alone, but need to coordinate individual efforts, towards common goals Therefore, thousands of years ago, there was an organized effort under the custodians of the planning, organization, control and monitoring so that we get the greatest works to date such as the Great Wall, Pyramids means that governance practices have emerged long before it officially became a science Administration helps its members to see clearly its goals and direction, helps organization to accomplish its mission This is the most important factor for every person in the organization Just imagine if an enterprise has tens of thousands of workers, with headquarters and subsidiaries in different countries, without the administrative operations, how the employee can toward the goal of organization, then the organization likes a mixed bag of troops, and soon become bankrupt Governance helps organizations deal with the opportunities and challenges from environment In reality, no one that operates without the environment; Good governance helps organizations adapt to the environment, to better grasp the opportunities and reduce the negative due to environment RESEARCH CONTENT Let’s use the flowchart to describe the process of providing laundry services of TS Company TSC 1.1 Symbols of flow chart: : The start / end point of a process : Indicates a logical flow in a process / program : Indicates input information or output information : Indicates an activity / process was carried out : Indicates a decision (or branching) is done Process / program must continue to follow one or two lines : Storage 1.2 The process of providing laundry services of TSC The process of TSC is divided into 03 stages:  Phase 1: Start advertising service introduction of TSC  Phase 2: Implement laundry service, storage  Stage 3: Check clothers and payment procedures Specifically, the phases is shown in the following diagram: Phase 1: advertising service Start introduction of TSC Using Advertising, introducing Custom Brought to er laundry the location deside service of delivery, Not using receipt Enter the customer database Phase 2: Implement laundry service, storage Acquisition of customer’s Laundry Check Sort phase quality age laundry bag pas s _Fail Stage 3: Check clothers and payment procedures warehousing to Making customer payment returns procedures End Services Explain the criteria for assessing the laundry services quality of the Company? In fact, consumers often evaluate the quality of service and reliability However, in business, if only faith is not strong enough Derived from the desired needs of our customers, as well as the development of services in general, many studies on the evaluation of service quality have been trying to make a different specific assessment criteria The criteria for assessing the laundry service quality of TSC Company includes: 2.1 Service quality: For any service company, the first thing to think about is that service quality must be the best It is also point of view of the TSC, always gives customers the best service, lowest cost, shortest time 2.2 Service providing ability: + Quickly: Customers can get clothes on the day + Accuracy: Information about customers and clothing are entered into a computer, encrypted, ensuring the delivery is not confused + 2.3 Carefully: This is reflected in all guests welcome stages, guide and provide service Customer understanding: More effort to understand our customers and their needs Employees can recognize loyal customers and remember them Service levels and pricing meets customer requirements and fits within their budget The company has full facilities to meet the customer’s plan when increasing the needs 2.4 Commercial civilization: Polite, attentive attitude when forwarding or answering phones for their customers to rest assured when using the service 2.5 Capacity: There is a staff of young, dynamic, enthusiastic with the work that they are doing; having sufficient knowledge to answer customer questions 2.6 Facilities: The need to use customer service has increased, without modern machinery systems and diverse services will not be able to compete with other competitors Because of this, the company also had to have plan beside outsourcing The company will invest in machinery and expanding business services, enhancing service team to ensure customers will use the best quality of service that the company provides 2.7 Ready to serve: Services are done for the day, meet timely needs of customers Departments in the company work smoothly When the workload is too much, the Company hired another laundry company to ensure continuity of service 2.8 Convenient payment: Customers will be encouraged to open an account, the times for using the service will be accrued to the end of the month and will be sent to the customer Amount to use the service will be deducted from the account instead of daily payment 2.9 Incentives and discounts: The company will encourage customers to use the service by giving gifts, discounts to customers on holidays, days off Summary, the above criteria to assess the quality of a particular service is usually based on a comparative basis with the quality of the major competitors in the fierce competition of the global trade in services Thus, despite assessing the service quality is complicated, it can still be identified through the necessary selection criteria to provide the most appropriate service pricing strategy Which competitive advantages from the services provision form that the TSC Company planned to implement? Explain your idea 3.1 Advantage to make a difference for service  There is little sense in trying to be different if the competitors can easily imitate; there should be a cornerstone for basis of advantage The ways to maintain the advantage through differentiation include: - Hard to imitate - The ability to change is not perfect, such as the ability to maintain the difference can not be traded  Intangible assets such as images, brands, prestige, and power are derived from the culture of an organization, the competition is very hard to imitate or obtain Even if the competitor bought the company to win this, we also difficult to transfer to new owner  There may be transition costs The actual costs or realize for the buyer to change the supply of products or services may be higher Or buyers can depend on suppliers for certain components, services or skills Or the advantages of the switch can simply not make up for the cost or risk  The same expertise, if the resources or the capacity of an organization closely linked to the activities of buyers, all the components of the value chain of an organization, can be delivered or manufactured, can be done by another organization With the position of lower cost than competitors allows organizations to maintain better margins and can be reinvested to maintain the difference 3.2 Advantages of higher efficiency TSC Company is a means to transform input into output Inputs are the basic factors of production such as labor, land, capital, management and technological know-how Outputs are products or services that generate TSC Effectiveness was measured by the cost of inputs needed to produce a product volume One of the important factors to achieve high efficiency is to utilize the input a most effective way, is to ensure higher productivity because it enables TSC has the advantage of low production costs 3.3 The advantage of service quality Not many companies are trying to create a qualified customer service by requiring employees to adhere to the framework, principles of customer care However, the training program, the rigid rules of behavior are sometimes not effective by the internal elements such as teamwork and creativity These enterprises really put the customer in focus position, always know how to give customers a truly outstanding and impressed service, with the initiative of the employee The most important thing is to always give employees new ideas in the style of service to satisfy customers, besides suggestions based on sincerity and positive from customers to make more improvements progress brings impressive experience indeed, meant for customers It can be seen every customer’s experience or transaction can now be divided into several stages, and even in each stage can split into many smaller steps, each step is a point where employees can take the initiative in order to best serve our customers, to bring pleasant surprise to customers Key employees are exposed to regular customers so they have certain advantages in making the initiative, so the relevance and success are higher 3.4 Faster innovation Anything is new in products, services, or modes of operation are considered innovation In essence, innovation is the improvement of products, services, production line, management systems, organizational structure in ways that TSC builds Innovation is considered as the most basic elements of competitive advantage Although not always innovation is successful, but the conduct of technological innovation is considered to be the source of major competitive advantages Because successful innovation gives back to TSC Company a certain strength that competitors not have Generally in facto many enterprises have launched new products and has gained much profit from that innovation Product innovation has created a competitive advantage for enterprises to take the lead TSC Company has innovated successfully service will become the exclusive provider of the new service so can charge higher prices for the new service To a time when competitors imitate the innovation, TSC company has built credibility and loyalty with new products 3.5 Respond to customers quickly To satisfy customers, TSC needs to provide laundry services they need and provide timely customer wants Therefore, TSC company needs to identify customer needs and satisfy them Satisfy customers include putting the customers value for money they spent to use the services of TSC It can be said to improve the efficiency and quality of service and innovation are elements to satisfy customers in a better way Another aspect of the ability to meet our customers are interested in now is the time to meet customer delivery time ie, transportation of goods and services The consumer survey showed that response time is a matter of the most dissatisfied customers thus shortening the response time to the client can create a competitive advantage for TSC To enhance customer responsiveness, TSC can design more perfect service after sales support better All these factors have the ability to meet customer and allows TSC create differences between their products with competitors that is less responsible Using the data in Table to calculate the breakeven selling price for washing a shirt if monthly demand is expected to be 5,000 shirts and service costs to pay for laundry shop is 0.2 dollars / pc From Table we can calculate the following costs: Unit ($) No Content Fixed cost/ Variable cost / month Products Location hire Truck transport Staff salaries 1.386 Driver salary 176 Corporate insurance 100 1.400 200 Customer service staff at the office Gasoline, fuel 140 20x8x0.3=48 Laundry Bags 1000x2=2000 Returns laundries 5000x0.2=1000 Total 3542 3048 Breakeven calculation formula is as follows: Q = Fc / (Po – Vc) In which: Q: Breakeven output Fc: Fixed cost Vc: Variable costs per unit of product P0: Product price Inferred: Vc = (3048)/ 5000 = 0,6096 ($) Fc = 3542 ($) P0 = 5000 pcs Breakeven selling price: P = (Fc /Q) + Vc = (3542/5000) + 0,6096 = 1,318 ($) Conclusion : breakeven selling price for washing a shirt is : 1,318 ($) Let’s indicate the limitations / disadvantages of this business method, and propose innovative ideas 5.1 The limitations / weaknesses of the business method + New target are workers and employees working in office, the object is singles + It is not proactive in work, still have to sign a contract with other laundry service providers If the unit can outsource orders surge will slow delivery + The carriage process has inevitable failures (congestion, and aguing ) TSC company is located in Ho Chi Minh City that is one of the city's most densely populated city, the number of vehicles in traffic is very large , which resulted in the delivery of clothing for customers is not in time + No proactive in workforce, the company is using human resource as students who are still in school, can not be active for schedule changes, they will leave, it will disrupt the process Objects after they finished other work, the company will have to recruit and train replacements from the beginning, this increases costs, reduced work performance + The return map of the place of delivery is handed over and if not coded carefully to be confusion, loss of customer time and reducing the company's reputation + Restrictions on capital: To improve the service quality and business development, TSC Company should have more money to hire the facilities, technology, expanding the business scope and investment technology, modern equipment However, TSC Company is currently limited to the capital This is demonstrated by the minimal cost of everything, small business range, narrow and laundry technology has not been focused + Risk of payments: The use of the form of payment by cash at the end of the month will occur cases, firstly, customers pay on time, this case is not considered Secondly, customer delayed payments and can not reverse time payment for the following month Thus leading to the allocation of the company's financial difficulties to pay expenses every month + Less emphasis on the introduction of the image as well as the services of the Company 5.2 Propose improvement ideas + In addition to the objects are office workers, single people, the company needs to navigate to other objects, such as, hotels, hospitals, industrial areas these are the places that have the need to use stable service + Need to invest premises, plant and modern machinery and lines to be active in the production, not dependent on other units + Need to be passive in human resources, training a core team, experienced in producing and operating system + The advertisement introduced the image and services of the Company to diversify further, can print company logo on the bags of clothing, trucks , or marketing by if customer referral anyone using the services of the company, the monthly bill will be discounted%, customers are encouraged friends and relatives of each other In addition to using other forms of advertising on intrenet introduced, which is a method of effective advertising in today's modern society + Must set up a process of scientific cargo transfer to avoid causing confusion that takes time and trust of customers Summary: The innovation and application of science work method can help companies survive sustainably, have a position in customers' hearts Qualified products and services will reduce costs and increase profitability, helping companies enhance the increasingly strong competition with competitors in the industry CONCLUTION To adapt quickly to the constant changing of business environment, in this age requires production and operational management needs special attention to the following issues: enhancing attention to governance strategy of the operation Construct and operate flexible and dynamic manufacturing systems Production and services systems ensure the ecological environmental issues, clean production, sustainable development Concerned about the ethical standards and social responsibility Designing the production system of the enterprise in order to shorten the time for performing operations, reduce costs caused waste in the manufacturing process and supply of services Reflected in the growth of manufacturing and services to the digital revolution both in the process and in governance Business production activity efficience is always associated with business activities, may consider it in many ways To understand the concept of Business production activity efficience should consider the economic effects of a phenomenon On the other hand, enterprises are subject to intense competition, in order to survive and develop, the motto of 10 enterprises should always constantly improve quality and productivity, leading to increased productivity REFERENCES Business Performance Management, Luu Dinh Khanh, 2013 Quality Management, Nguyen Ba Minh City, 2013 Operation Management, Luong Nhat Bao, 2014 http://www.kynangkinhdoanh.com/ 11 ... principles of customer care However, the training program, the rigid rules of behavior are sometimes not effective by the internal elements such as teamwork and creativity These enterprises really... employees new ideas in the style of service to satisfy customers, besides suggestions based on sincerity and positive from customers to make more improvements progress brings impressive experience... created a competitive advantage for enterprises to take the lead TSC Company has innovated successfully service will become the exclusive provider of the new service so can charge higher prices