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People Strategy

1. A personal strategy outlines how a company recruits, retains, and develops employees to achieve organizational goals. It aims to support employee growth, improve experience, establish feedback, and foster diversity and inclusion. 2. A process strategy focuses on how a company converts resources into goods and services through specific activities and processes. This may include divisions for welding, grinding, painting in a factory or accounts, sales, payroll in an office. 3. Physical evidence is important for services since they are intangible. Evidence includes a hotel room's cleanliness, wall color, and staff uniforms which influence customer perceptions of quality. There are two types of evidence: primary evidence that is essential to the service, and secondary peripheral

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Riddhi Singhal
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47 views

People Strategy

1. A personal strategy outlines how a company recruits, retains, and develops employees to achieve organizational goals. It aims to support employee growth, improve experience, establish feedback, and foster diversity and inclusion. 2. A process strategy focuses on how a company converts resources into goods and services through specific activities and processes. This may include divisions for welding, grinding, painting in a factory or accounts, sales, payroll in an office. 3. Physical evidence is important for services since they are intangible. Evidence includes a hotel room's cleanliness, wall color, and staff uniforms which influence customer perceptions of quality. There are two types of evidence: primary evidence that is essential to the service, and secondary peripheral

Uploaded by

Riddhi Singhal
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1.

Personal strategy:

The set of procedures that govern how you recruit, retain, and develop your employees so that you
may achieve your company's goals to the best of your ability.
People strategies benefit employees since they are meant to help individuals attain their maximum
potential through support programmes and chances for learning and growth.

• Enabling employee growth


• Improving the employee experience
• Establishing a feedback culture
• Nurturing respectful communication
• Fostering diversity, equity, and inclusion

Employees contribute to service quality by creating a favourable environment for the company and
by giving superior service to competitors.

Hairstylists, personal trainers, nurses, counsellors, and call centre employees

The following are the ten companies that were involved:-

•Nestle
•Alibaba group
•Infosys
•Citigroup
•CISCO are all international companies.

•Airtel
•Cadbury
•Hindustan Unilever
•Coca-Cola
•Pepsi Co are all national companies

2. Strategy for the process

A process or transformation strategy refers to an organization's approach to converting resources


into goods and services. The focus of these products or services is on a specific activity or process.

Every organisation will employ the following process strategies:

Welding, grinding, and painting divisions could be the centre of a factory's process focus. Office
processes include accounts payable, sales, and payroll. In a restaurant, they could be a bar, grill, and
bakery. A job shop is a manufacturing process that focuses on low-volume, high-variation products.
These facilities are process-oriented in terms of equipment, layout, and monitoring.
Between the product and the process, there is a constant attention. The repeating process is a
product-oriented manufacturing method based on modules. Modules are parts of a larger system.

3. Documentary Proof
Physical evidence assumes significance since services are intangible. An immaterial item cannot
define itself, whereas a tangible entity can. The evidence detectable by senses linked to a service is
the carrier of meaning. Customers, in other words, rely on physical evidence to determine the
nature of a service.

The level of service provided by two restaurants or motels, for example, is unknown. On the other
side, the data that surrounds these services gives them significance and exposes how they differ
from one another. A set of tangible indicators that demonstrate the quality of a service is referred to
as physical proof. Physical evidence belongs in the operations or production sector, but because of
its ability to affect customers, it attracts the attention of marketers.

The room's cleanliness, the colour of the walls, and the individuals in it's outfit

Primary and secondary evidence are the two types of evidence.

• Crucial Evidence

It denotes the components of a service that are required for its creation. They can't imagine a
service without them because of their nature. A plane, for example, is required for airline
operations, whereas a car is required for a car rental company. Because they are so crucial to the
service, customers do not have access to them; nonetheless, customers may have temporary access
to them. Customers form core opinions or images based on core evidence, which is why key
evidence is so critical. If a rental car company's vehicles aren't kept in good working order,it is likely
to be seen negatively

• Evidence from the Periphery

The evidence is sporadic or exists on the margins of the image-making process in this case. Anything
that isn't recognised as vital falls into this category. Newspapers, receipts, magazines, window dust,
and floor mats, for example, are all examples of peripheral evidence in the case of a rental car
transaction. The table linen and design influence how customers perceive a restaurant.

Ambience, physical organisation, and the social milieu are all important considerations when
designing a service delivery venue. Customers are sensitive to ambient stimuli like as lighting, sound,
fragrance, temperature, and touch. All of these sensory aspects must be in harmony with the
service's overall positioning. One service, for example, may encourage formality.

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