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Reflective Essay on Service Industry Assignment Help
For managing the operations and functions professional and efficient manners it is essential for a services organization to have good coordination between front and back stage departments. In order to develop and offer the standard services and products according to the requirements of customers management has established these departments. This reflective essay on service industry assignment help will evaluate the flow of front and back stage for NHS and discuss about the significance of services encounter. Furthermore, report will analyze managerial implications of developed flow chart and services encounter to meet the organizational objectives.
I am working at National Health Services (NHS) as a care worker since 2015 July. It is public funded biggest health service organization of UK. Organization is offering all kind of health care services to patients as well as providing the guideline for maintaining healthy life style of people. The top management has determined the front and back stage departments for analyzing, developing and delivering the services to people.
Every organization design and develop flow chart for scheduling, planning, managing and monitoring the activities according to define standard. For a services industry organization like NHS development and follow-up of flowchart is essential for achieving the benchmarking standard, analysis of cost limitation and maintaining the culture of offering the services. Now proper balance between front and back stage service flow chart will have significant impact one the process of achieving the internal business objectives.
Back stage flow chart
For health care service industry organization like NHS, back stage activities and approaches have significant impact on the planning and execution to meet the standard of services as well provide better treatment to patients. According to my observation the back stage flow chart of NHS organization involve elements like attending the calls of visitors, suppliers and internal staff members that is essential for collecting the information and making changes in the plan. Additionally, the back stage flow chart involve process of filing the documents about the staff, analysis of financial statement and approval of funds by having the consideration of top management. Moreover, back stage flow chart of this service organization monitor the cleaning, comfort and entertaining of the patients and their family members to ensure the quality of services as well proper utilization of resources (Dabholkar, 2015). As per observation of NHS back stage flow chart planning and implementation, I can say that approach of back stage staff is good and helping the service industry organization to meet the objectives.
Front stage flow chart
In order to maintain the services standard, communication and collection of admit and discharge of patients, front stage department follows the flow chart that has been proposed by the top management of NHS. According my observation while working, front stage flow chart of NHS has included the activities like interaction and communication with the visitors, offering the information about timing and scheduling of particular services and important information about the changes in the services provision to avoid the situation of conflicts (Chang.et.al. 2013). The decision making and change in the scheduling have been done according to the information that provided by front stage of health care organization. In addition to this, as per the front stage flow chart the back stage office staffs develops the plan to allocate the resources and assign role and responsibility to the care worker. This kind of approach and coordination of front stage is helping NHS management to meet the organizational and patient objectives more professional and planned manners.
Significance of services encounter
Service encounter is important process of analyzing and understand the process of developing and delivery of services that involve customer and management both for meeting the objectives. According to my understanding, the services encounter at NHS includes the efficiency and satisfaction of customer as well as efficiency and autonomy that based on the perceived control between customer and contact personnel (Fisher, 2015). For example, the visitors that approach the health care services organization like NHS communicate with the care executives for gaining the information about the appointment with senior care professionals, information about the process of utilizing the services and payment options that helps to understand effectiveness of services. In addition to this, opening and tone setting, closing of interaction and leave taking have significant impact on the services encounter. I have observed that organization is always looking to meet the international services standard in patient care services as well maintaining the communication considering the culture, needs and demand. In the current scenario, organization is following the direct encounter as it is good for health care organization to understand the needs and analysis of actual conditions of patients for managing the resources to provide the better treatment and coordinate with the family members.
By considering the facts and process of services encounter at NHS, it is being carried out that services encounter helps to assure the service standard and requirements of the clients and customers which help to manage or schedule the operational activities. Moreover, in services encounter people and services organizations come together to obtain the certain goals and objectives by coordinating the behaviour of participants as well as follow up of rules and regulations to maintain the safety and security in the process of service encounter using the remote and indirect process. Now, from the analysis it is been sated that proper services encounter and communication with the customer and clients have positive impact on the brand image and quality of offered services to the patients at NHS.
The managerial implication refers to proper analysis and implementation of changes that have significant impact on the services quality of organization in offering the products. According my observation while working, the process of NHS has included the activities like interaction and communication with the visitors, offering the information about timing and scheduling of particular services and important information about the changes in the services provision to avoid the situation of conflicts. The decision making and change in the scheduling have been done according to the information that provided by front stage of health care organization. In addition to this, encounter of services and proper monitoring of the operations and services development process has positive impact on the brand image and management effectiveness of NHS health care (Edwards, 2010). According to me, for managerial prospective listening to customer, understanding of their needs and offering of additional services as well value are having the constructive impact on the management process of services organization. Moreover, will helps to meet the organizational business objectives and delivery of services in positive manners using the front and back stage flow chart as well the proper services encounters using the remote and indirect personal interaction.
From the essay it is been considered that flow chart of organization for front and back stage helps to manage the services and products that going to be offered to the customers. It has provided the information about the activities that involved in the flow chart of NHS to maintain the effectiveness and professionalism in services. Essay has discussed about the significance of communication and process of interaction that helps to meet the organizational and customer objectives.
Books and journals
Chang, C.S., Chen, S.Y. and Lan, Y.T., 2013. Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC health services research, 13(1), p.1.
Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer participation. In Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference (pp. 483-487). Springer International Publishing.
Edwards, M. 2010. Communication skills for nurses. A practical guide on how to achieve successful consultations. London: Quay Books.
Fisher, A. 2015. Health and social care. Oxford: Heinemann.