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CHALL.DAT
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1991-07-23
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As indicated by the preceding graph, jobs in goods
producing industries have been replaced by jobs in the
service sector.Over three-fourths of jobs are now in the
service sector.One manufacturing sector which took a dive,
for example, was womens and misses apparel which lost more
than 100,000 jobs in the ten year period.
Many of the service systems of this country have been
intellectually abandoned and allowed to grow on their own.
They may make no logical sense at all and are unplanned.
'Service' in the worst sense is associated with "servile-
ness",with maids and butlers.
In the 1970's ,inflation cased businesses to cut services
to keep prices down. The attitude toward service jobs
deteriorated. Human workers were replaced by the self-service
concept.
In the 1990s the increasing ranks of high-income consumers
are pushing up the demand for quality personal services. At
the same time, the pool of potential service workers (age 18
to 29) is shrinking. The challenge of the service business
will be to find enthusiastic employees who place a high value
on attracting customers. The goal will be to lock the cust-
omer into a long term relationship.The challenge will be to
attract and keep more talented people than the competition
and to invest in the employee's capabilities to better serve
the customer.
If the challenge of finding workers were not enough, the
Japanese influence will soon be felt in the service industry.
(They have expressed interest in Southland Corporation
(7-Eleven) and in other retail establishments).The Japanese
are leaders in satisfaction because of their dedication to
continual improvement and their listening skills.
The customers are greeted when entering a Japanese retail
establishment and helped with packages upon departure.
Satisfying the customer is the challenge that will pay off
in improvements to the following: customer loyalty, your
market share,employee morale,your corporate culture, and
profitability.