Caterpillar Company Case Study

Section 1 – Understand the factors that affect an organisation and the customer service role

Improve the customer service and make sure the customers give no complaints and make sure they are satisfied with all the services provided by the company and keep close contact with the customers and be very friendly with them and keep them happy. Give the regular customers’ high discount and encourage them to come more often. This is our main goal for us to achieve because we want to make sure the customers are satisfied with our services.

The purpose of my essay is to identify a quality or service problem which requires improvement at my place of work. The essay will then identify a range of interventions that can be used; albeit choose the most effective approach required to ameliorate the situation. This will be followed by critical analysis using evidence based literature on policies underpinning the service improvement. The author will further use the Plan Do Study Act (PDSA) cycle as stated by Langley et al (2009) and Kerridge (2012) to illustrate the effectiveness of the chosen interventions. The essay will also discuss the leadership style used, stakeholders involved including issues that impact on the implementation of service improvement. A conclusion will then be

Section 1 – Understand the factors that affect an organisation and the customer service role

Outcome 4: Understand the purpose of quality standards and timescales for customer service to external customers

Explain how you could influence the quality of the service provided by – following the best practice within your work role.

Gap One will widen if healthcare organizations primarily focus on operational issues instead of building relationships with consumers (O'Connor, Trinh , & Shewchuk, 2000). An example of closing Gap One is seen in the airline industry. A study done by Gourdin and Kloppenborg (1991) revealed that while the airline industry perceived that providing beverage service on short flights was important to consumers; consumers do not value this service. The study revealed that consumers saw the hurried beverage service as an annoyance rather than a valued service.

1. How strong are the competitive forces confronting Deere in the global market for agricultural and construction equipment?

The business environment will continuously enhance service, compliance and productivity to its customers and core business practices. The primary goals for the service center include:

The second Provider Gap, The Service Design and Standards Gap, is finding the middle ground, or understanding, of the customers’ expectations and meeting that with service quality specifications that employees can execute (Zeithaml et al, 2009). Virgin Mobile USA had to be able to provide uninterrupted phone service and tangible items that provided recognition of their brand to customers. Their phone service should be reviewed and compared with competitors’ services to ensure relevancy of their services to potential customers.

• Knowledge gap – This is the difference between customer expectations and the service firm’s perception of the customer’s expectations, needs etc.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

An organisation’s strategy plays an important role of providing direction of where company wants to be and how best to allocate the company’s resources to meet its objectives. The formulation of business strategies has evolved over the years and has been made more difficult in recent by the uncertain operating environments and global financial crises.

Gap 1: Consumer expectation vs. management perception gap. This gap is manager group doesn’t even know what are customer needed. They should read customers complains and change their service. Gap 2 Management perception vs service quality specification gap. Sometimes manager know they have problems and mistakes when they serve their guests. But they don’t change it may because they don’t have a good manager team. Gap 3: Service quality specifications vs service delivery gap. Managers may know what guests need and they changed their service better. But when employees deliver service that still cannot be perfect. People made mistakes and managers should train their employee avoid mistakes. Gap 4: Service delivery vs external communications gap. Hotel give excellent image to customers. But when they deliver their service customers don’t feel same as their expectation. Gap 5: expected service vs perceived service gap. This one is the gap that include all other 4 gaps. When managers and employees bridging the gaps and it can help them deliver better service and products. Made more added value in their

2. Then we need to understand the customers with whom we have been successful and why.