Some potential examples of waste in the BBM case are: (1) Using both sales associates and mobile phone specialists in the Customer Engagement Process, (2) Time associated with entering customer information into the system and time to validate and process entered information, (3) Cost associated with holding accessory inventory or lead-time associated with ordering accessories not available upon request. BBM could train the sales associates and mobile phone specialists to perform both roles to eliminate redundancies experienced by the customer as well as reduce overhead costs. Having one person handle the customer from engagement through activation would allow one associate to better understand the customer’s needs and reduce the potential that the customer is sold a product that doesn’t meet their needs. This will help to improve overall customer satisfaction. BBM could also reduce activation process time by
Q.4) Seven-Eleven does not allow direct store delivery in Japan but has all products flow through its distribution center. What benefit does Seven-Eleven derive from this policy? When is direct store delivery more appropriate? The benefit of delivery through its own distribution center is total control of the system, aggregation of demand and minimal disruption at the retail outlets. If several suppliers tried to make two or three deliveries every day, each of these suppliers would likely prefer their own way of doing things, their own inventory system, truck size, etc., which would make things more difficult for the Seven-Eleven system.
position of Kevin, what recommendations would you make to David Panjwani and why? Solution: Kevin should give following recommendation to David Panjwani – 1. Logistic Standardization across business units – Deere should work on logistic standardization for different business units as much as possible, because standardized logistic service across business units will give better opportunity to bargain price with FedEx and at the same time if any logistic services are in-sourced it would be easier to implement service across business units and at lower cost. 2. In-source Centralized Transportation Management Services –The current survey across business units shows that employees are not satisfied with centralized management services provided by FedEx, so the centralized transportation service should be given to new World Wide Logistic Group in phases.
According to Sue Purdum, he has to reduce his cost-of-sales and / or improve his level of customer service to add more value to his customers. Transportation from SAB’s warehouse to its customer stores is a major part of its cost-of-sales. Also, our ability to deliver customer’s orders in a timely and reliable manner impacts significantly SAB’s customer service. Sue Purdum would like our senior management team to consider what we could do to help SAB remain competitive and improves
As such educating consumers can direct more customers towards those businesses provided that retailers still have products the consumers want to begin with (Dickson, 2008). In this line of thinking, this is something that managers of second-hand stores should consider as a second-hand shop is a socially responsible business. While it is impossible due to the very nature of second-hand shops to have complete control of the offering, educating consumers about the benefits to second-hand shopping may appeal to those consumers who have personal values or ideologies related to not wasting resources, sustainability, the environment or helping others. The benefits that can be mentioned are things like how much resources are consumed when producing new clothing and then in comparison how much resources it takes for a consumer to buy a piece of already used clothing. An approach like this can appeal to those who are ethics and ecology motivated and perhaps even to those who want to distance themselves from the
Explain how an organisation monitors customer service against the standards set (16 marks) Monitoring customer service against the agreed standards is important to ensure the customers’ needs are being met and problems arising are being dealt with so they do not arise again. Many organisations monitor customer service via feedback. This feedback can take the form of after sales or service questionnaires or can be more informal such a phone call after a customer has bought a product or used a service to check they are happy and there is nothing the organisation can do to help further. Calling customers or speaking with them in person can be a useful method for collecting qualitative data on how and organisation is seen by their customers. Organisations collect a wealth of data on their customers during there day to day interactions.
We understood that businesses should continuously observe their goods and services to better assist customers. They have to understand what worked and generated earnings last year may not work as well this year. So therefore, product differentiation and positioning are key elements of a company's marketing plan and are fundamental of staying ahead of the game with competitors. Also knowing with including innovative concepts with careful analysis, product differentiation helps to join quality, or price, within a product to push the intended customers to observe it as different and desirable. Then the understanding in the next step is product
For example the human resources, if an employee has to be fired it is better to say it to him then by a phone call or an e-mail. By verbal information it is easier to convey all your messages about the verb. In a big company like Heineken, is it not always possible to meet in person. You have to find a other way to communicate, like a phone call, Skype or WhatsApp, but it is important always to use a combination of methods. Written: Written information is very useful when you have to reach several persons but you don’t have time for a meeting or conversation.
Customer service and customer relations are the key to success for a business. In this paper, I am going to discuss how to have a successful customer service department in your business. For example, behaviors the employees will need to know; having a customer driven mindset; how to communicate effectively with customers and co-workers; phone etiquette; the importance of building relationships with customers; dealing with difficult/unhappy customers; having a customer engagement model for feedback; and building customer loyalty. Knowing these things can lead to a successful customer service department and a successful business. Behaviors Your Employee Needs to Know According to Dahlke (2007) an ideal customer service representative chooses to be courteous, respectful, considerate, and helpful to others.
This will sort them texture that they have made an informed and wise decision as it will minimize the buyer’s remorse that customers usually feel at certain point or another. Another touch point we employ is ensuring that customers have a clear understanding of the benefits and services that our product offering them and that the same information truly being communicated in all of the company. This certainly helps to reinforce that they have made the right choice and minimizes confusion. There is nothing worse for customers to receive two different information at different point along the customer spectrum from a recent decision that they have made to purchase your product, and to avoid that; our company trains employees to provide correct and same information to the customers to create the customers fully understand the