Vishal Soni

Dr. AC Shukla

Abstract

This research is an attempt to improve the performance of service industry “Agile Parking Solution Pvt. Ltd.” In this dynamic environment adaptation to Flexible System Management is the need of todays service start-up. A Holistic framework is developed to implement Flexible System Management that contains basic entities and attributes. To accomplish this work data has been collected by observations made in the field, discussing with the members, interviewing the top management and with the help of questionnaire. The questionnaire consist of Situation, Learning, Action and Performance and it was filled by top management on the Likert scale of 10. Actor-process matrix has been generated by using SituationActor-Process (SAP) – Learning-Action-Performance (LAP) model. Different weightages have been assigned to each Situations, Learnings, Actions and Performances as mentioned in the questionnaire and a Quantified actor-process matrix considering weightages has been calculated. On the basis of this matrix SAP-LAP hill framework has been prepared. This hill framework will give the location of high and low peaks. The lower peaks suggests that there is need to change in the processes or management in such a situations with priority while there is no need to disturb the higher peaks

Keywords- Flexible System Management, SAP– LAPFramework, Service Industry, Situation Analysis, Actor-Process Matrix