Case Study on Otisline

with their return on investment, employees are paid and treated fairly, and customers are satisfied with the

In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).

|Commercial |Providing good quality customer service will make the organisation successful and able to keep their |

Does the System do what the customer needs it to do in a timely and efficient manner?

Improving the products and services will certainly increase the company’s rating and competitive advantage in this industry(Argenti 2008).

The solution to be implemented should felicitate higher coordination among the business partners leading to better information circulation and targeted customer approach, i.e. to make efforts that the same technician handles the same customer.

Also by these systems the company reduced its business cost and maintains the information and the data very updated form.

Another competitive advantage is the excellent customer service as well as the willingness to provide customers with any products they request. Besides, the engagement to support the communities which are served by the store, helped to gain a loyal customer base.

* Understanding the limits of product sampling and inspection methods, especially for a product that is destroyed by the inspection process itself

My overall strategy was to ensure that I have a good customer satisfaction as product quality and performance was most critical. While we did have customers A and D who were large customers and value conscious – quality and performance across all

The dealers ordered the requirements through fax or phone. This resulted in confusions between the manufacturer and the dealers. The technology that integrates all the different department’s needs should be communicated properly in any organization. This was lacking in the Four Star industries.

It would have been good if this fundamental vision was in place right at the very beginning of the company’s formation. In the end it is the customers that make the company, so it makes sense to work towards satisfying this customer relationship. To become profitable and achieve market share are secondary objective that can be measured on a annual basis and overall company well being targets can be rewarded with incentives that link into the company’s performance as opposed to individual contribution to the company’s success.

2. Flexibility increase speed of response - being able to give fast service for customers depends on the operation being flexible. Flexible operations speedily transfer extra skilled staff and equipment to the urgent conditions and emergencies will provide the service

Aiming on customer loyalty, superior value must be delivered along with the superior performance. Narver and Slater (1990) said there are 5 components which composed those things, which are:

This will help the company to deliver product and services that satisfy customers, hence increasing profitability.