Different Service Firms Different Core Competencies Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Business services dominate most industrial countries. Unfortunately, articles and texts too often offer general instructions for their management, as if they were homogeneous class. Growing companies in the service sector can not and should not all be managed or treated equally. The model proposed here distinguishes between: 1) Water services such as fast food outlets and car rental companies that are routine processes that are tightly integrated in the delivery, 2) Maintenance shops, depending on a number of routine services, which can be separated in the delivery, as department stores, hotels, and insurance companies, and 3) service stores that carry non-standard work of the courts, which are tightly integrated in the package, as well as auto repair and personal services, and 4) maintenance of the complex, non-standard knowledge work involved separate delivery: hospitals, large corporate consulting firms, investment banks. The one common denominator for all four types of service businesses is that the effective management of human resources required for the performance of their core competencies. "Hide
by Tim R. Davis Source: Business Horizons 11 pages. Publication Date: September 15, 1999. Prod. #: BH038-PDF-ENG