Service Operation Management on California Fitness

Only available on StudyMode
  • Download(s) : 40
  • Published : September 14, 2011
Open Document
Text Preview
SERVICE OPERATION MANAGMENT PROJECT

TABLES OF CONTENT
1. EXECUTIVE SUMMARY........................................................................................................3 2. INTRODUCTION..................................................................................................................4 3. BODY..................................................................................................................................4 3.1 Five Distinctive Characteristic……………………………………………………………………….…….4 3.11 Customer Participation in Services Process……………………………….…….4 3.12 Simultaneity…………………………………………………………………………………….5 3.13 Perishability.........................................................................................5 3.14 Intangibility..........................................................................................6 3.15 Heterogeneity......................................................................................7 3.2 Evaluation of Service Package……………………………………………………………………………….7 3.21 Supporting Facilities........................................................................... 3.22 Facilitating Goods............................................................................... 3.23 Information........................................................................................ 3.24 Explicit Services................................................................................... 3.25 Implicit Services.................................................................................. 3.3 Elements of Location and How it Helps the Company………….……………………………………14 4. CONCLUSION.....................................................................................................................15 5. RECOMMENDATIONS........................................................................................................16 6. REFERENCE………………………………………………………………………………………………………….………....17

1. Executive Summary
The purpose of this report is to apply our knowledge on Service Operation Management to evaluate the operations of California Fitness. The scope of the report covers the distinctive characteristics on the service operations of California fitness, the service package adopted by them, the elements of their company’s location and how it helps their business, and propose recommendations to ‘add value’ services for customers. Research methodology will consist of detailed accounts on the research conducted with regards to California Fitness. Moreover, limitations of the research had been included. For research methodology, we have utilized the internet, Service Operation Management lecture notes, and reviews from members of California Fitness. The main source of information is collected from California Fitness official website. Furthermore, we consulted members from California Fitness for information regarding the interiors. For the limitations of our research, precise information such as the quantity of equipments and customers’ records are beyond our abilities to gather. Through our data research, the five distinctive characteristic that are illustrated by California Fitness are identified and elaborated on were customer participation in services process, simultaneity, perishability, intangibility and heterogeneity. Base on the criteria of evaluation from the textbook, evaluation on the service package of California Fitness are made. The service package can be further divided vastly into different sections; supporting facilities, facilitating goods, information, explicit and implicit services. Lastly, based on the features of California Fitness’s location, detailed analysis on how it serves as a function to aid the business have been made. Recommendations regarding value added services for members of California Fitness were proposed in this report. It includes addition of new studios, introduction of a nutritional bar and Jacuzzi. Laundry, massage and facial...
tracking img