Customer Service and Innovative Widgets

3. Company Q will start a Customer Appreciation Program, and each customer will have the option to sign up for this

1. (TCO B) Identify four categories of measures that might constitute a Balanced Scorecard of performance measures and provide an example of each. Also explain how a Balanced Scorecard could assist your organization. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 30)

6. Once completing your analysis, what is the opportunity represented by addressing the problem? What is the cost of poor quality? What is the impact on customer satisfaction, retention, and loyalty? How could this help increase revenues? How could this help increase our capacity? How could this improve our ability to improve our process controls?

“The balanced scorecard should translate a business unit’s mission and strategy into tangible objectives and measures. The measures represent a balance between external measures for shareholders and customers and internal measures of critical business processes, innovation and learning and growth. The measures are balance between outcome measures, the results of past efforts, and the measures that drive future performance. And the scorecard is balanced between objective, easily quantified outcome measures and subjective, somewhat judgmental, performance…”

"I'm typically given between £5 and £20 to spend at each store, to assess the service I receive at the till," says Laura, a 50-year old mystery shopper from Devon, who has been paid to visit around 7,000 shops since 2001. The purchase usually has to be related to a service or a type of product that the retailer wants her to check. "I'm always given a scenario, such as buying something from a specific department or a new product range, but within that framework, I can often buy whatever I want – and keep it."

Performance evaluations are important parts of all employees and managers tools to ensure positive actions are rewarded while negative actions can be evaluated and fixed to decrease problems in the future. Performance evaluations benefit supervisors and employees by identifying how to bring out the employees best attributes for the company (Hamlett, nd.). Evaluations provide a look at how a worker is doing compared to earlier reviews of their skill, knowledge, initiative and participation in the company’s vision (Hamlett, nd.). Introducing performance review evaluations is important to most organization for the success of their organization and the advancement of its employees. Performance evaluations provide a way for managers and supervisors to manage the performance of an organization and the people who make of the human resources of the organization (McCarroll, nd.). When implementing a new system it is important to understand the process must be realistic, challenging, yet attainable for performance expectations and standards to be successful for employees and the organization (McCarroll, nd.). Balanced scorecards are utilized in performance evaluations to essentially provide a way for organizations to align their strategic plans with day to day operations (Balanced Scorecard Institute, 2015). Balanced scorecards look at traditional financial measures, which are past events and long-term investments like

The importance metrics to drive performance has been well established (Emami, S., Doolen, T.L., 2015). A balanced score card would be a key resource to the process improvement program. This process would allow Argosy to measure progress or failure. It is the key to guide the performance improvement process. It can be used to recognize outstanding performers and allocate additional resources to those with

The balanced scorecard is a strategic planning and management system that was developed by Dr. Robert S. Kaplan and Dr. David P. Norton in the early 1990's. Their goal was to provide organizations with a clear understanding of what to measure in order to improve performance and results (Balanced Scorecard Institute 2014). The balanced scorecard is a framework that allows an organization to measure performance and compare it to the organization’s strategic objectives and goals (Kinney and Raiborn 2013, 10).

In your own words, explain why key performance indicators (KPIs) are an important part of the operational planning process.

Those wishing to measure their own effectiveness in terms of providing customer service must first realize that each customer is different, with different needs and wants. This means that some interactions will be drastically different from others. This also tells us that to efficiently measure how effective we are at providing customer service, we will need to collect data from different customers, sources and situations.

Question 1: How can an effective Customer Relationship Management program be used to identify, retain, satisfy and retain customers?

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

Second, I would like you to create an evaluating system. It is critical that we know how we are doing from another perspective. Customers may be satisfied with our services, but others might not.

To understand the customer gap like, what the customers expect from the company on various parameters.

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