If you need assistance with writing your essay, our professional essay writing service is here to help! citation: capacity management and service industry performance, a case of sunset hotel-kisumu. At ICICI bank operations manager started to work on capacity near breakeven point and this is the capacity where things start to go wrong. Examines some propositions for the influences of capacity management on quality and resource productivity and for managing capacity. Using yield management models, organisations find the best balance at a particular point of time among the prices charged, the segments sold to, and the capacity used. Complete other tasks like cleaning and arrange maintenance of computer or cheque encoding machine. Cloud services; Whether capacity management is achieved via software, hardware or manual means -- or a combination of any of those -- it relies on the interception of data movement metrics and the internal processes of individual components. In case of low demand bank will end up paying extra for underutilised resources. 0, No. Each department at RPC has different peak time. Partitioning the Demand: The demand for services is often grouped … At ICICI bank long term estimation of demand is done at centralised unit keeping in mind the implementation of new technology, expected market share, change in regulation by central bank (Reserve bank of India) and quality of service offered by competitors etc. Capacity planning plays a key role in the management of an industry. 286-302. It is the practice to optimally utilize the existing capacity before adding or hiring new resources. Service Capacity Management Capacity management for an IT service. With huge customer base and large number of services offered, operations unit has to frequently face fluctuation in processing volume. … It can be by working hard, putting extra hours. Problems in Capacity management of Services Industries However, Adenso-Diaz et al. By shifting demand and capacity an organization seeks to shift customers away from periods in which demand exceeds capacity. The plans are: In the level capacity plan capacity remains same throughout the planning period even if demand forecast is fluctuating (Slack 2009). Capacity management is (or at least should be) a core strategic process of your IT service management (ITSM) practice – as understanding the capacity of each IT service, and the factors affecting capacity of services, is a key element of building appropriate and impactful service level agreements (SLAs). Retail banking section of ICICI bank is departmentalised into three units namely branch banking, sales and operations. 2nd May 2017 You can join in the discussion by joining the community or logging in here.You can also find out more about Emerald Engage. el (2010) ICICI bank need to know its capacity to meet demand. … You’ll have a sourcing mechanism tell you that you need to add capacity. Disclaimer: This work has been submitted by a university student. These solutions enable enterprises to collect the data from different processes and infrastructure units to provide a holistic view of the entire IT resource and infrastructure … This may be possible for some customers but not for others. Service capacity is the volume that a service can handle while maintaining standards of quality and performance. For example, many business travelers are not able to shift their needs for airline, car rental, and hotel services. The interesting part is to find out that how an individual can increase its capacity. Hence, capacity planning helps to ensure businesses can meet demand. However with increasing expectations of customer for quality services ICICI bank is forced to maintain quality of service at lower prices in times of economic slowdown where bank need to maintain reputation. Apart from these assumptions there are few more factors such as macroeconomic factors, planning to use new technology etc. The literature on capacity management focuses on goods and manufacturing, and many writers assume that services are merely goods with a few odd characteristics. Perhaps by convincing them to use the service during periods of slow demand. The problem of capacity management is one of the most difficult to tackle in business management; a situation which is aggravated in the majority of services, due to uncertain demand and personalized requirements, which make it difficult to plan and assign productive capacity. Ingenieros Industriales, Universidad de Oviedo, Gijón, Spain,), (E.T.S. Capacity management gives high emphasis on understanding the nature of demand by forecasting and on managing capacity to meet demand (Lovelock, 1984). Per Bauer is the Director of International Services for capacity management at HelpSystems. But as any savvy ITSM practitioner hopefully knows, maintaining a reactive posture is a potential “death sentence” to service operations and customer satisfaction.Just like all ITSM processes, the capacity management processes should always be improving (via the co… For example, a software service that offers an SLA to customers plans the capacity required to meet service levels based on sales forecasts. 226-47 Johnston, R. (1999), “Service operations management: return to roots” International journal of operations and production management, Vol.19 No.2, pp-104-24 Adenso-Diaz, B., Gonzalez-Torre, Pilar and Garcia, Virginia (2002), “A capacity … 2. Prolong use of this method will deteriorate the quality of work and create dissatisfaction among staff (Slack, 2009). Capacity management strategies have focused on incentive blocking and ... (such as disaster aid to the fishing industry) are the goals of vessel buyback programs. Strategies for managing demand to match capacity: Advertisement . 3 of 35 Demand Vs Capacity - 4 Scenarios. Capacity Management Issues in the Hotel Industry of Cape Coast Metropolis Hotels relatively have a fixed capacity as the number of rooms cannot be changed according to demand. In this case customer should be notified at time of receiving customer request that bank will not be able to process this request on time. It’s about measuring performance and comparing it to requirements that are set in Service Level Agreements (SLAs) or Service Level Requirements (SLRs). This plan can be reactive as well as proactive. 185-196. achieved. Capacity planning is essential to be determining optimum utilization of resource and plays an important role decision-making process, for … The following are illustrative examples of service capacity. Though operations unit at ICICI bank is not generating business directly but efficient working of this unit ensures customer satisfaction, compliance with central bank regulations and prevention of frauds. Chase demand plans try to match the capacity with change in demand. According to Pullman and Rodgers (2009), capacity management refers to the ability of a given industry to balance demand from clients as well as the potential of the service providers to offer quality services. Working hours at ICICI bank is 12 hours, whereas working hour for each employee are nine hours. In this post, we discuss the one key difference between inventory in service industry and manufacturing, Previously, ... but there are other more creative labels for “unused capacity”, such as “occupancy rate”, and others. At bank quality of processing is understood from customer’s point of view as well as from regulatory authority’s point of view. According to Slack at el. Unpredictable variation in demand at RPC needs to be address with well planed capacity management scheme to fulfil the gap between demand and capacity. Registered office: Venture House, Cross Street, Arnold, Nottingham, Nottinghamshire, NG5 7PJ. As the understanding of capacity management increased among service operations managers they started to balance capacity with demand. To export a reference to this article please select a referencing stye below: If you are the original writer of this essay and no longer wish to have your work published on UKEssays.com then please: Our academic writing and marking services can help you! https://doi.org/10.1108/09564230210431983. This sub-process is often found in the Network Operations Center (NOC) or similar facility. According to Slack (2009), quality needs to be understood from customer’s perspective because it is defined by customer’s expectations. You can view samples of our professional work here. 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