Services Management

Pages 8 (2008 words)
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Introduction: The aim of the paper is to select an organization in service operation, and detail the way the service of the organization is designed to deliver excellent service. The paper will substantiate why the organization is believed to deliver excellent service with reference to literature on service delivery and service excellence.


An analysis and critic view of the service delivery of the organization in alignment with the service delivery or service excellence literature will also be portrayed. At the end an evaluation of what is being learnt from the organization will serve as a conclusion.
In accordance with the requirements of the paper the service and the service organization undertaken for this study is a banking service organization in India called "ICICI Bank" Here is a brief outlook on the organization.
"ICICI Bank is India's second-largest bank with total assets of Rs. 3,744.10 billion (US$ 77 billion) at December 31, 2008 and profit after tax Rs. 30.14 billion for the nine months ended December 31, 2008. The Bank has a network of 1,420 branches and about 4,644 ATMs in India and presence in 18 countries. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. ...
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