MBA trainees

1. Service Management Trinity April 30th 2010
Service Management Trinity:
ν Trinity : A group consisting of three closely related members.
ν Service Management Trinity: means three groups which are closely related to each
other to satisfy the service marketing objective.
1. Operations group/ functional group
2. Marketing group
3. HR Group
Potential Conflicts between Marketing and Operations:
Operations Marketing
ν Cost control ν Maximizing revenue
ν Long lead time ν Urgency
ν Compatibility ν Creativity
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2. Service Management Trinity April 30th 2010
Internal Marketing:
ν This is strategy related to HR of the organisation.
ν Applying the philosophy and practices of marketing to the people that serve the
external customer so that
– the best possible people can be employed and retained
– they will do the best possible work
ν The main objective of internal marketing is to design the products/services to better
meet the needs of these customers.
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