Quality of Customer Service Free-Sample for Students-Myassignment

Question: Required to Develop Strategies to Manage Organisational Systems that Ensure Products and Services are delivered and Maintained to Standards agreed by the Organisation. Answer: Introduction: Quality customer service is highly required to run any business organization successfully (Chang 2016). The success or failure of any product or service is dependent on the quality of customer service. Customers are considered as one of the key element of any business organization. They play a crucial role in the success of every organization. It is impossible to establish a successful business organization by underestimating the importance of the customers. The primary objective of every leading business organization is to match the satisfaction level of their customers. Quality customer service encompasses observing the requirements of the customers, supplying quality service or products, listening to their issues and improving the quality of the products or services. Customers are one of the important stakeholders of the organization (Christopher 2016). The reputation of any organization is highly dependent on the satisfaction level of the consumers. Customer service plan is an in tegral part of every organizational strategy. A quality customer service plan influences the growth of the organization. Innovative Widgets is known as one of the largest widgets producer in Australia. It has been founded in 1952. They are one of the largest suppliers of widgets for manufacturing machineries. Being one of the leading business organizations, Innovative Widgets is a huge profit making organization. It has produced pretax profit $ 2, 24,000 in last year. Recently Innovative Widgets has faced various challenges due to weak customer service policy. The management has faced difficulties to identify the requirements of its external customer and internal customers. The below mentioned article has concentrated on the customer service plan for the organization Innovative Widgets. It has enlightened all the aspect of the organization to establish customers service policies and procedure to match the satisfaction level of the customer. Customer Service Plan: Being leading widgets producers, Innovative Widgets possess huge number of internal and external customers. It has external customer over 1000. It must establish a customer service plan to meet the expectation level of its consumers. Five years ago, while the management of Innovative Widgets faces crisis due to not fulfilling its customers requirements, it has lost many consumers. This situation has led the organizational management to face an awful consequence. The organizational management has felt the requirement of a well-constructed customer service management. There are many consumers associated with the brand Innovative Widgets. The organizational maintain a huge supply chain. It is important to follow a well-established customer service plan to maintain the chain successfully. Fig: Supply Chain of Innovative Widgets Created by: Author Vision and Mission: The vision of Innovative Widgets is to match the satisfaction level of their consumers by providing quality service and products to them. The organizational management wants to maintain a healthy relation with their consumers (Davenport 2013). The organizational management wants to establish a better future for the organization and earn a desired position in the society. The primary objective of the organization is to establish as the leading organization in widgets manufacturing. The organizational management has concentrated on making huge profit by producing most useful and efficient widgets. The mission of the organizational management is to spread their network in the global market. The management wants to increase the revenue 10% in coming five years. They want to associate with all the leading machinery manufacturers in the world by providing them efficient support. Product Standard: The Primary objective of the any business organization is to maintain healthy relation with their consumers as the success of any business organization highly depends on the customer satisfaction level (Goetsch and Davis 2014). According to the managing director of the organization, their goal is to serve their consumers with quality and improved products and services to maintain healthy relationship with them. Products are the weapon for the organizational management of Innovative Widgets. It is considered as one of the major strength of the organization. In order to provide efficient support to the consumer the organizational management must focus on the quality of their product (Hollensen 2015). It must encourage the innovation to improve the quality of their product. Innovation influences the quality of the product and services. They must enhance the features of their gadgets to increase the capability of their product. This will increase the demand of their product and helps the organizational management to fulfill the customers requirement. Consumers in recent time look for products that possess several unique features that can be helpful for them. Thus, the organizational management of Innovative Widgets must focus on the features of their product and include some innovative and unique features into their product that distinguish it from other products. Innovation will influence the productivity which will be beneficial for the increasing market demand (Jeston and Nelis 2014). Innovation Widgets must use high quality material for the production of widgets. The quality of the product depends on the quality of its material. The organizational management must use standard materials to maintain the quality of their product to avoid any kind of future risk like customer dissatisfaction, customer crisis and so on. The success of any organization is highly dependent on the materials that have been used during production. To provide efficient service to the cust omers, the organizational management must pay attention to the quality of the materials. In this modern age, people prefer the products with quality, so the management must consider the fact while constructing their organizational strategy. Affordable price of a useful product always attracts a large number of consumers (Kastalli and Van Looy 2013). In order to achieve the organizational goal, Innovation Widgets must focus on product pricing. They must apply some reasonable price for their products. It will be helpful to draw the attention of maximum number of buyers. Affordable price is considered as a useful approach for any kind of products. The organizational management of Innovation Widgets must consider the fact while applying price on their products. It is often evident that reasonable price of any product leads the organization to achieve the organizational goal. The management must offer their product in an affordable price so all types of consumer can afford it. It will help them to provide quality service to their consumers and match the customer satisfaction level. Service Standard: Production of quality product is not enough. Organization must provide end to end service to its customers. The development of every organization is based on its customer service standard (Khodakarami and Chan 2014). The organizational management must concentrate on the fact that after the production of their product it must be delivered to its potential customers properly. The organization must appoint some responsible staffs who are able to supply the products to its consumers sincerely. The development of any organization is highly dependent on this service. Delivery of the product in an appropriate manner will help Innovative Widgets to earn the trust of their customer and maintain a healthy relation with them. It is important for the organizational management of Innovative Widgets to pay special attention to their consumers as they are one of the important pillars of the organization. It is the responsibility of organizational management to listen to the requirement as well as complaints of their consumers. It helps them to identify the change they to implement into their system. Although, Innovative Management is leading organization in widgets production, it has some flaws in its system, such as- the organizational management is unable to identify their internal and external consumers. The organizational management will be able to understand the requirement and loopholes in their system by listening complaints of their consumers (Krajewski, Ritzman and Malhotra 2013). Management will be able to provide efficient and effective service to its consumers. Innovative Widgets must encompass a communication strategy into their rule book to interact with their consumers. This type of communicati on plays dual role. The organizational management can listen to the issues of the buyer as well as the management can communicate about their new products and services to the consumers. Such practices can attract a huge number of buyers. It is often evident that many organizations face various difficulties due to inconvenient behavior with the consumers. The reputation of the organization is highly dependent on their customer service. In order to establish a better future for the organization, the management of Innovative Widgets must maintain healthy relation with their consumers by maintaining communication with them (Slack 2015). Policies and Procedures: Innovative Widgets must incorporate some policies and procedure into their organizational strategy so they can provide efficient service to their consumers. At first management must identify the requirement of the customers. The organizational management must focus on identifying the actual demand of their consumers. It will help the organization to identify the change they need to implement into their system (Soteriou and Stavrinides 2013). This policy must be included into the organizational strategy. Management can conduct various surveys to communicate with their consumers where the buyers will share their views. It will be helpful for the organizational development. The organizational management must take the feedback of their consumers regarding their service. It influences the service quality of the organization. According to the Rater Model consumers evaluate the service quality of the any organization by measuring their expectation with their perception. This model has highlighted five key areas based on which the consumers compare their perception with the expectation level. These five key areas are- Reliability, Assurance, Tangibles, Empathy and Responsiveness (Stadtler 2015). Reliability: It signifies that if the service of any organization is trustworthy of dependable or not. Assurance: It reflects the assurance factor of the service of any organization. Tangibles: It signifies if the physical aspect of the service is impressive or not. Empathy: It signifies the relation between the customers and organization and its employees. Responsiveness: It signifies if the organization is providing efficient service on time or not. This model is very much useful for the every organization to identify the customers requirements and the loopholes it posses in the organizational structure. The key factors of this model signify the point of view of customer. It is highly beneficial for every organization to modify their organizational structure as per the customers requirement. The organizational management of Innovative Widgets must consider this model while establishing organizational strategies and policies as these factors influence customers feedback. It is impossible to resolve any issue related to customer by avoiding these key factors (Alfes et al. 2013). It is often evident that many organizations face various challenges due to their ignorant behavior towards the customers complaints (Trainor et al. 2014). Innovative Widgets management must listen to all the complaints of their consumers very carefully to understand their mistakes and loopholes. It will be helpful for them to modify their organizational strategy according to the requirement of the consumers. It is not enough to listen to the problems of the customer; the management must ensure them to resolve the issue as early as possible. This assurance will help the management to protect their brand image. Fig: Number of Consumers call per day Created by: author Continuous Improvement Policy: The responsibility of every organizational management is to ensure continuous improvement in their service to match the expectation level of their consumers (Orenga-Rogl and Chalmeta 2016). It can be seen that the organization that maintain the quality of their service are able to achieve the desired target. In this competitive era, where every organization is giving its best performance to survive in the competition and beat their rival, it has become very important for every organization to maintain the continuous growth in the service. In order to improve the quality of the service the organizational management of Innovative Widgets must review their service and take the feedback of the consumers frequently. It will be helpful to identify the loopholes and correct the earlier mistakes to provide efficient service to its customer. The quality management plays crucial role in this process (Thomas 2013). They must ensure that the growth of organizational service is consecutive by rev iewing its service and conducting research work for taking suggestions and feedbacks from the consumers (Blazevic et al. 2013). Fig- Quality Improvement Created by: Author Conclusion: As per the previous discussion, it can be concluded that the being a leading organization Innovative Widgets must follow a well-established customer service plan to meet the expectation level of their consumers. The development of an organization is highly dependent on its customer service management. 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