Morgan Stanley

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Table of Contents
People3
Employees3
Achievements and Rewards4
Training and Teamwork5
Recruiting5
Motivation and Work Life5
Customers6
Customers and Society6
Service Delivery Processes7
Process Complexity8
Levels of Financial Services10
Level of Service Customization10
Internal Support Processes11
Customer Involvement12
What is Physical Evidence?13
Physical Tangible Evidence13
Facilities13
Office Layout14
Ambience15
Technology Integration15
Implementation of On Line Services16
Implementation of Informational Enterprise Services17 Conclusion18
References¬19

MORGAN STANLEY:
SERVICES MARKETING
”Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments, institutions and individuals from more than 600 offices in 33 countries.” (Anonymous, 2007) Morgan Stanley is known world-wide and has been growing tremendously. As of 2007, with a work force of 48,256, it had total sales revenue of $85,328.00 and was ranked #20 in Fortune 500 (Morgan Stanley, Hoovers, 2008). People

In the field of services marketing, People, as a category of the service mix, is defined as: “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.” (Zeithaml, Bitner & Gremler, 2006, p.26) Employees

Morgan Stanley values difference and embraces diversity. Their basic commitment is, “diversity permeates all levels of organization and the core to our diversity strategy is our endorsement of Firm-wide employee networks and our Disability Taskforce.” At Morgan Stanley, people engage in a wide range of activities and programs, from employee networks to community support.’ There is Women’s First Choice Network which provides communication and support to women in order to reach their full potential, and the African and Caribbean Network which bring together African and Caribbean cultures and many other similar programs. One of Morgan Stanley’s known programs is the Disability Taskforce where employees “from across each division who actively support the Firm in developing and executing upon its disability agenda, aiming to create a 'disability confident workplace'. The taskforce comprises three main work streams: Accessibility and Services, Awareness and Communication, and Recruitment and Career Development” (“Employee Engagement Networks”, Morgan Stanley, 2008). “Employee networks are support/affinity groups formed around a characteristic of diversity. They offer employees a number of benefits including an opportunity for mutual support, mentoring and cross-divisional networking, an additional mechanism for internal communications and a sense of community among participants” (“Employee Engagement Networks”, Morgan Stanley, 2008). “Morgan Stanley is committed to doing its share as a responsible corporation by improving the quality of life in the communities where employees live and work. In addition to providing extensive financial support to key charitable priority areas - children’s health and education, diversity and cultural programs”, encouragement is given to employees to give something back to their communities, for instance the European Community Matters Program which “supports charities, community groups and local schools in raising local people's educational achievements and aspirations and improving their quality of life.” Similarly there are charitable donations, volunteering, works including arts whereby employees receive free or reduced admission to special events (“Employee Engagement...
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