Service Recovery Group Report Environmental Business Mixture

Question: Describe about the Service Recovery Group Report for Environmental Business Mixture. Answer: Introduction Holmes Brisbane campus is defined to help effectivity in learning English courses. The environmental mixture of this state is friendly to learning students with a willing population to help to learn students get help when need be. The Gold Coast campus is well furnished with beaches, and cafes and restaurant. It offers full expression of life to its fullest to students. Gold Coast is located a few kilometers from a paradise. Cairns as a branch campus is located in a tropical condition and far from North Queensland of the country. It provides the opportunity to enjoy Australian tropical climatic condition. It is efficient for students with a desire you enjoy a unique life environment. Blueprint: Holmes Organization Courses in Holmes Institution Holmes provides the course that cuts across, certificate in business areas, diploma in management, diploma in marketing, diploma in hospitality, certificate in hospitality accounting course in diploma category, information technology, and international business courses. These are provided at diploma level. Holmes also provides courses in degree level. Holmes Institution offers degree courses such as; bachelor of business, professional accounting, and graduate diploma business. It has master programs in business administration. Means of Service Delivery Holmes University uses lecturers as the principal means to deliver service to students. The interaction system cultured by Holmes allow students to gain productive, interactive sessions with their professors to help in knowledge dissemination. Students ask questions that are acted upon by respective lecturers. To effectively benefit from such system of service delivery, a student is expected to take part in question asking and answer giving sessions. This is a virtue of active student. The institution keeps track students academic record at an interval of six months. This facilitates the need to have a productive progress in education outcome through results. Students with complaints or problems on a particular unit are assisted before late. Holmes uses class attendance, class participation and contribution in gauging the active level of its students. It enjoys a fine record of being the educator and a reputation leader in Australia. Graduates from Holmes are in high market demand due to Holmes knew services and qualified system of knowledge delivery to learning fraternity. Homes has a job searching for its graduates, helping in career guidance and provides advice on the job opportunity. Student welfare is a priority in the Institution management to factor students academic growth and career excellence. Modes of Assessment Holmes institution of learning is concerned with assessment criteria of training body. It always uses in combination class assignments, exercises, case studies interviews administered, and demonstrations. It also uses written examinations, scenarios, and critical incident reports. The listed modes help achieve a calculated grade that rightfully represents a students performance. There are both full time and vocational learning periods. Though diploma courses are offered on the full-time basis. Courses offered in degree category are also only available for a full-time basis. They are tailored to the responsive expectation of students, therefore, flexible for learning opportunities. To effectively meet standards set by institution and Education Board in the country, Holmes uses a combination of lectures, tutorials, workshops, seminars, discussions among groups and guest speakers to deliver and engage students I learning practices. Also, Holmes uses audio-visual materials and simulation materials. Holmes Facilities Holmes branches are well served with learning facilities modernized to meet learning thirst of the 21st century. Campuses in the city environs are suited with air-conditioning and with current modern facilities and resources. Resource centers are well equipped with learning materials through effective book selection. Holmes has a variety of various material. The materials in the resource centers are; textbooks, tapes, magazines, periodicals, journals, newspaper and photocopy facilities. Holmes has computer laboratories of high-tech standards on every campus. To complete research work, assignment or report, students are easily sorted out doing their intention. The Front Stage and Back Stage Roles of Holmes Institution Holmes performs varied roles to its clients. It caters for students interest by offering ad providing services that can enhance their learning. The roles are either front stage or back stage. This is determined by the fact of role influence on a client or consumer. Front stage is a role that creates interaction between a client and user with a service, while the back stage is a role that actively affects performance of business but cannot be realized by a customer. Front stage role of Homes Provision of accommodation to students Homes provides accommodation to students in different campuses. Its accommodation designation is either specialized or generalized accommodation. Under general accommodation, Holmes has; Auditorium rooms for internet access and data projection activities. Lecture theater halls. They help with access to internet and data projections. They are used for lecture purposes. Class/ tutorial rooms. They are many compared to auditorium and lecture theater rooms. They have internet access and sites for data projections. Specialized accommodation. Homes has special rooms used to take breaks from learning sessions. They are used by groups to analyze their assignments, group performance or study analysis. Students after a long class session get their rest in these rooms as they digest and wait for next session of class. They are suited with internet access and overhead projectors. They as well have data projectors. Students can use the rooms to research on academic topics related to their assignments and make projections by use of data projectors (Duke et al. 1999). Specialized rooms also contain computer laboratories, resource centers and common rooms for relaxation. Students depend on resource centers to acquire information on the progress of an institution and some probable changes on institutions calendar. Each department in specialized accommodation has a staff room. Wireless Access in the School Homes Provides Wireless Access to Its Students Students can use it in doing research and varied concepts that create conflict in learning. Its application accrues the following advantages to both the institution and students; Ease of Installation Wireless can be installed in areas where cables or wiring cannot succeed. Its usage helps students not to disrupt its application that may come with additional installation fee. It provides day to day effective internet access without disruptions. Reliability and assurance are important factors of wireless internet in learning institutions. Effectiveness in Cost Installation of wireless locks has flexibility and scalability thus generally lower the cost that could have been experienced in wiring around a bigger or older structure. It decreases maintenance costs and saves time. Compared to wiring that requires a bit hardware for sufficient coverage, it is less costly and effective. Helps in Remote Coverage The institution is a large system that requires a large configuration of facilities to enhance the effectiveness of service delivery. Its widespread nature makes some of its campuses to be in remote areas where security challenges may crop in if wiring system is to be used. However, wireless regardless of the remoteness of an area allows users to enjoy services in equal measure with users in other areas. Availability of Options Wireless comes with options for its use. Due to its configurations, it suits users demands .through network wireless access control system, users, can collect information from the panel that gathers data communicate to the real communication center of a computer. This is a rare service offered by other systems. It also likes the ability to connect with existing Wi-Fi networks. In the case of a lost network, it can operate on its standalone system. High Mobility Wireless has a high mobility of use once the connection is made in areas of access. By using a device, one will access network in the whole compound of an institution. Speed Wireless is fastest compared to other forms of internet connection. Once you have requirements, your device can always ask for connection or connect automatically as long as one is within the range of network. Ability to Expand The expanding wireless network is more easily compared to other systems. Added computers will connect to the network easier and faster. Provision of Airport Transfers Holmes offers air transfers for students who are willing to change their accommodation locations. A student if airlifted from an airport through a representative of Holmes Institution to the place of accommodation preferred. This is one of the luxurious services offered by Holmes Institution to its students. It boosts students feeling on institutions concern and care for the students. Promoting Students Welfare Holmes institution is more concerned with students welfare. Programs are geared towards improving and enhancing the growth of students not only academically but also to gain employability standards. Exchange programs are championed and triggered to create a mindset of a competitive environment in career growth. Holmes looks for job opportunities on behalf of the students and situates its service provision targets to students. Inquiries, complaints, and demands of students are sorted with maturity and productivity. Provision of Students Care Holmes in its planning captures a concept of emergency issues. It offers a 24/7 emergency operation to students. This is to help a student that can be in emergency problem. It ensures safety and medical provision to such students who may happen to get the emergency problem. In a week, it provides a seven days services. Protecting Welfare of Underage Students There are students who fall below 18 years of age. They are considered underage due to their age. For them to feel accommodated, Holmes protects them by having a clear monitoring system. The monitor system defines those are to monitor their welfare, academic track and general growth in the campus. The assigned people take care of the underages welfare by ensuring that they attend classes, do their assignments and follow their career growth effectively. The Backstage Functions of Holmes Holmes performs the following roles to necessitate the provision of services to students; Employment of Quality Lecturers The institution has a record in its lecture body. It has lecturers of different professions who ensure effective knowledge dissemination to students. To achieve a quality education, their teaching staff must have knowledge power and experience dealing with students. Holmes standard in the education field is at par with others due to their willing and ready lecturers endowed with business knowledge and skills, technological maturity, mathematical vibrancy and linguistic competent. Staff competency. Holms has been on the radar to put its staff competency level high. The high competent staff is directly related to positive outcome in production. Therefore, with high competent personnel, Holmes achieves the best result from its student body. Staff delivers positively, to students queries, complaints, demands, thereby motivates students eager to perform as the expectation of an institution. Moments of Truth for Holmes Institute Moment of truth is a period an entity learns about the consumers concept of its products. It normally makes an entity to either changes its production capacity, quality, branding or product. It helps an entity to define in real the situation in the market. Holmes moments of truth are pegged on students inflow rate and meeting labor market target through the provision of quality practices in unit selection. Technological marriage between Holmes technological practices and market technology is also another incident defining its moments of truth. The institution has been struggling to provide quality education to it student that can sustain its market expectation of providing a course that can solve market challenges. Quality improvement and life-long learning concept have been its target. It is a private provider of education though operating as a multi-sector institution. Coordinating the different sectors to obtain concrete outcome has been a great point of concern to the management of the school. The other moment of truth for Holmes is the provision of equal services to both students at remote and exposed areas (Huang 2012). Moments of truth can also exist when students from higher vocational education and learning level fails to proceed to higher learning level. This will lead to a failure in a progressive system where a student joins from a lower rank to the uppermost level. Some also may decide to join at the last level of doing master. It may fail to get students at a particular level of learning, a reaction which may cause a lot of system dysfunctional. Also, it can have a moment of truth when a competitor decides to concentrate on one level of education. Either provision of master degree, bachelor degree or vocational training. Such a move can expose its weakness in the market because it will experience high expansion to accommodate competition in the market thus reflecting negatively on its operation. It may be forced to abandon a given level to sustain its market survival. The Determinants of Satisfaction/Dissatisfaction for Holmes Satisfaction is determined by evaluating service quality regarding functional and technical quality in an organization. To understand consumers concept of satisfaction or dissatisfaction, functional quality is appropriate. It provides exposure of customers perception of how well services provided meets his/her needs. The quality of service is noted through customers perception, satisfaction level, attitude and customers expectations. Therefore, effective quality services lead to an appreciation of a customers needs. About Holmes services the definition of clients satisfaction/dissatisfaction is elaborated by; The Level of Students Perception of Services Holmes is experiencing high population inflow yearly. Each constituent campus has an encouraging population of students. From the trend, it clearly portrays that Holms services meet the students target of what satisfaction entails. Progressive Trend Holms has been enjoying a progressive trend from its customers. Some join as certificate and diploma level, but they progress up to master level. Such progression illustrates satisfaction from services of Holms. Dissatisfaction could have led to students drop out. Improved Accommodation Facilities Demand by students on accommodate has challenged services on accommodation. Portraying a demanding attitude on the initial conditions of housing. Some students are airlifted to other locations for accommodation due to less satisfaction they get from such services offered. High Demand for Graduates from Holmes Institutes High market demand for graduates from Holmes is a perception in the market showing a level of satisfaction the general labor market get from its services. More graduates are easily absorbed into the labor market of Australia compared to graduates from other universities. High rating as the leading institution. To be rated as the leading institution in the provision of business course in Australia shows that the feedback by consumer hit the satisfaction benchmark. Students are satisfied by Holmes services. Service Quality Measurement Service quality measurement is determined through the customer's feedback on the services. Customers satisfaction/dissatisfaction is identified by evaluating customers perception, attitude, and expectation. However, the customer can get quality services if the staff does not provide the services in quality form. Service quality can be measured through the motivator-hygiene theory. The theory determines factors that motivate workers to work while satisfied at a shorter period. It aims at keeping employees morale high (Erradi and Maheshwari 2005). Quality service, therefore, is determined by salary structure of employees, company and administrative policies, physical working conditions and status of employees within the organization. Well, paid employees have a motivation to perform perfect their duties. They need no supervision to do to expectations of consumers. Similarly, favorable working conditions motivate workers to perform with no pressure (Kremen 2005). The Service Recovery Strategy Plan Service recovery plan is only effective with an entity that is proactive, honest and transparent with its goals to enable fixing of problems (Davidson 2005.). Steps involved in service recovery; Understanding a Situation This part involves identification of the problem, the cause of the problem, and the person involved. Whether it is a customer with a representative, help in assembling relevant measures. The action was taken at the time of a problem and the person that owned the problem has to be identified (Cranage 2004). Explaining the Situation This requires a business to explain to the client the problem and apologize for the problem. It should aim at trying to fix the problem or offering an alternative solution. After such trail or failure to fix the problem, customer should get assurance on promise made concerning the solution of the problem. Follow up is appropriate by making a continuous communication to a client on the recovery process (Cook et al. 2011). Recommendation and Conclusion Holmes service organization is a blue print that offers quality services to its clients. It has been seen through various ways the organization meets the satisfaction requirements. 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