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Contents
Amazon com. and service management competitiveness. 3
Impact of technologies in service management competitiveness in Amazon.. 5
Emirates airlines and service management competitiveness. 5
Technologies in Emirates airlines. 5
Impact of technologies in service management competitiveness. 6
Toyota motor corporation and service management competitiveness. 7
Technologies in Toyota motor companies. 7
Impact of technologies in service management competitiveness. 8
Introduction
Service management is incorporated into the supply chain management as a crossroads between the customer’s point of view and the actual sales. Service management is an approach that focuses on delivering information technology that provides value to the customers as well as building their relationship (Fitzsimmons & Fitzsimmons, 2001). The concept of service management helps a company to maximize its value through the use of information technology. Information technology has a great impact on enhancing service management competitiveness in every company (Hitt et al.,2012). Innovations in technology affect competition in three significant ways. One, it alters competition rules and industry structure in the service management department. Second, competitive advantage is created whereby new levels of performance are implemented that outdo the rivals in the market. Third, it generates new businesses and operations from the existing company hence economies of scale. This essay will discuss how various companies in the 21st century are using new technologies to enhance service management competitiveness, as well as how they are compared to each other.
Amazon com. and service management competitiveness
Amazon is the world’s most famous online retailer and best provider of cloud services. It is an American multinational technology corporation that mainly focuses on cloud computing, artificial intelligence, e-commerce, as well as digital streaming to enhance its products and services delivery (Ritala et al., 2014). It has been defined as “one of the most influential economic and cultural forces in the world.” Amazon (being among the Big Four Tech companies) incorporate high technology to outdo its competitors such as Microsoft, Apple, and Goggle. Amazon is the largest online marketplace in the world, and it has well-established industries achieved through technological innovation.
Technologies in Amazon Inc.
In recent years, Amazon has reached the highest status of superiority by improvising best customer services through modern innovations (Killeen, 2007). Amazon has pioneered in ‘putting the customer at the center of everything’ to improve their experiences in the company. They have achieved this by technology innovation in customer experience strategies such as artificial intelligence, cloud computing, and digital streaming. Artificial intelligence in Amazon is known as a flywheel, which means that innovation in machine learning in one area that influences effort made in other areas. The other areas use the information to generate their products, which in turn generates innovation to the entire organization. The company also uses artificial intelligence to anticipate the customer’s demand for products in terms of units they need and determine the exact location of their customers.
Amazon web services is another technology that improves service management competitiveness in the company. Cloud computing in amazon is referred to as Amazon web services (AWS), where all the data is stored and accessed through the internet (Amazon,2018). AWS offers cloud computing solutions that are cost-effective, reliable, easy to use, and flexible to their customers. AWS offers a wide range of world cloud-based products such as storage, development tools, databases, networking, and pay as you go pricing model.
Amazon also uses digital live streaming of events through Amazon Prime video by use of AWS. Amazon has provided its customers with high-quality live streaming tv shows, live sports as well as licensed original movies. The company provides the best experience to millions of fans who gather to watch their favorite teams. Amazon ensures they do sufficient testing that would forecast the demand of multiple users as well as reduce traffic during the live streaming. Amazon Prime video scores highly worldwide in terms of quality service and rates best in terms of customer experience (Wayne, 2018).
Impact of technologies in service management competitiveness in Amazon
Technology leadership in Amazon has resulted in a great impact on its service management competitiveness. Amazon remains unrivaled in terms of quality of products they offer to customers. Amazon services (due to the above innovations) offer lower shipping costs, which in turn translate large savings to their customers. Amazon also has quick shipment plans that avoid delays in deliveries to its customers (Cama et al., 2013). Amazon’s strong leadership in technology, alongside its major benefits, has been able to outdo other competitors in the world.
Emirates airlines and service management competitiveness
Emirates airlines are the world’s best and largest airline located in Dubai (UAE). Emirates airlines also have the largest fleet and the fastest growing international carrier in the world (Yousef,2007). Emirates strive each day to win their customer’s loyalty as well as invite new customers by continuous inventions and innovations of new services, products, and technology. Emirates airlines invented heavily to install connectivity systems to enable WIFI across the fleet. Emirates has remained to be the pioneer in offering the best services to customers after the digital transformation in the airline industry.
Technologies in Emirates airlines
Due to the current competitive world, Emirates airlines has introduced machine learning to enhance customer experience and cost reduction. Machine learning helps in predicting the undetermined future demand in the airline. Machine learning also helps in predicting the effects of weather changes and the reduction of congestion in airways in case of flight delays. Through automation, the customer service response has also been improved (Kumar & Zymber,2019)
The service management in Emirates Airlines is very advanced, which makes it outdo its competitors in the airline industry. The airline has a flexible cloud infrastructure to curb excessive demand during peak periods (Ahmed & Brohi, 2015). The platform enables the customer experience to remains consistent at all times. The airline has also placed big data that helps in the management of the loyalty program more efficiently, maximizing revenues as well as improve value to customers.
Emirates airlines have also made better use of mobile platforms. The platforms have apps that enable the customer to purchase tickets, enquire information about the flight and online check-in (Alam et al., 2015). Emirates has advanced more by helping them monitor the GPS location of customers and advise them if they make arrive on time for their flights. The platform also helps to avoid empty seats in the flight by offering the late customer’s seat to the customer waiting for the next flight.
Impact of technologies in service management competitiveness
The above technological applications have largely differentiated Emirates Airlines from other flight offering companies, which has, in turn, improved their competitive advantage (Redpath et al., 2017). The advancements have improved customer satisfaction, operation costs have lowered, and management of revenue has been greatly improved as well as an increment in capacity utilization in the service management competitiveness.
Toyota Motor Corporation and service management competitiveness
Toyota is a multinational automotive manufacturer in Japan. Toyota is a market leader globally in the sale of hybrid electric vehicles. Toyota has a core competitiveness that helps build a strong competitive advantage in the long run. VRIO is one of the innovative core processes used in Toyota corporation. The technology has improved the services offered to customers by Toyota corporation, thereby increasing the profitable operations (Liker & Morgan,2006).
Technologies in Toyota motor companies
VRIO analysis table is a core competency that involves innovation of high-efficiency automotive parts manufacture (Chen & Kodono, 2014). The innovative business processes have built a highly competitive advantage that helps the company yield more profits. The innovation has increased the popularity of the brand massively since the cost of the vehicles is friendly to the customer as well as the great quality of the vehicles.
Toyota motor corporation has also introduced a global network of strategically located manufacturing facilities. This has increased service management as compared to other automotive businesses globally. The corporation also has intelligent driving technologies, also known as Human Support Robots (HSR) competency, that enhance the integration of information technology in automated driving (Yamamoto et al., 2018). This contributes greatly to a competitive advantage to the company.
Toyota has also included cloud computing with the help of Microsoft Inc. as a way of enhancing more competitiveness. The infrastructure is known as Toyota Connected (which is a separate company) but a subsidiary of Toyota motors. The company helps in the expansion of capabilities in data management and the development of data services (Spear & Bowen, 1999).
Impact of technologies in service management competitiveness
VRIO is a key model that has maximized production efficiency, minimized losses, and improved performances in various sections of the business. Toyota has great products offering transport comfort to its customers, technological innovations in ensuring the customer needs are met in every brand (Morgan & Liker, 2006). It has also outdone the key competitive automakers through its key competencies, which provide competitive advantages that protect the future of the company.
The key advancement in technology in Toyota motors has conquered other competitors in the world who try to maintain high brand vehicles like Toyota. Toyota has always remained the most famous, cost-effective, and customer-friendly all over the world. Toyota products offer the best transport services with great customer experiences. The global networks all over the world, automation (VRIO model) of services, and intelligent driving technology have always been the secret behind its (Toyota) core competency (Liker & Morgan, 2006).
Comparison of companies
In comparison, the three companies, Amazon, Emirates Airlines, and Toyota, have similarities and differences in terms of how they use technology to enhance service management competitiveness. The three are all similar in that all have adapted automation technology to enhance the efficiency of services they offer in their corporations. Automation increases efficiency and reduces delays in service management. The three companies have also embraced e-commerce as a platform of sale of services or products which enables customers to access services via the internet easily. The three companies are also similar in that all are multinational companies that allow them to have a global technological network that serves all their customers. The three companies have also adapted cloud infrastructure as well. The companies have also increased innovations in technology as a core competency pillar to increase value to their customers.
However, Amazon, Emirates Airlines, and Toyota motors also differ in some ways, especially in the way they use artificial intelligence. Both Amazon and Emirates airlines have adapted cloud computing technologies, whereas Toyota motor company has cloud infrastructure. Both Amazon and Toyota motors have incorporated artificial intelligence, wherein Amazon is known as AWS, and Toyota is known as the Human Support Robots (HSR). Emirates Airlines has a technology closer to artificial intelligence known as machine learning. Amazon has a technology of digital streaming known as Amazon Prime video that enables its fans to enjoy live events of sport and other television shows.
APPENDIX
| Basics | Amazon Inc. | Emirates Airlines | Toyota motors company |
| Type of company | Multinational | Multinational | Multinational |
| Use of artificial intelligence | Uses AI known as a flywheel | Uses machine learning | Uses human Support Roots (HSR) |
| Use of automation | Has digital streaming | Has mobile platforms | Automobiles (VRIO) |
| Use of cloud infrastructure | Uses cloud computing known as AWS | Has cloud computing | Has Toyota Connected as a subsidiary company. |
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