1.Highlight (4) characteristics of service that organisations need to be cognizant of. 2. Discuss (3) strategies that businesses should use to foster customer loyalty. Give one example appropriate to each strategy.
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1.Highlight (4) characteristics of service that organisations need to be cognizant of.
2. Discuss (3) strategies that businesses should use to foster customer loyalty. Give
one example appropriate to each strategy.
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- Inverted T service organization is ? a. An organization that uses an inverted T - shaped layout for its service encounter. b. An organization that manages service encounter using a shared set of values c. Aflat empowered organization relying on timely information and well trained personnel d. An organization that relies on self serviceWrite an essay of a minimum of 800 and a maximum of 1 000 words (1 ½ - 2 pages) on the following:1. Explain the following customer service perspectives in relation to Nkukhu Box business and decide which perspective would be the best for the business.a. A process view of customer service,b. A systemic view of customer service.2. Analyse any two of the following elements of customer service as they apply to the Nkukhu Box business. a. Pre-transaction elements,b. Transaction elements,c. Post-transaction elements1 Information Systems design should take into account the business goals Explain how the business strategy would dominate all other strategies Give an example 2 Michael Porter has introduced three important principles that are essential for a business and IS should support them Explain the Michael Porter principles and how IS design could support them Give examples to substantiate your point
- one of the14 Points of Deming is: . Institute a vigorous program of education and self-improvement. a. Explain the point using your own words b. Give a clear example on how you will apply it in a manufacturing organization Give a clear example on how you will apply it a service organization6. Which of the following is not identified as a strategy common to many successful service providers? Close coordination between the marketing and operations a b. The exploitation of information to generate new business A project-oriented organizational structure d. Redirection of the strategic service vision inward to focus on employeesWhen the service facility can be designed to keep its employees motivated and to facilitate productivity, teamwork and operational efficiency without any consideration of customers, this refers to ___ * A. self-service technologyB. ambient conditionC. remote serviceD. interpersonal service Customers buy from stores and firms that offer the highest ___ * A. company imageB. value for the moneyC. customer perceived valueD. level of customer satisfaction
- a) Suppose that you were conducting a market analysis for a new textbook about technology 3 management.i. What would you need to know to identify a market segment?ii. How would you make a need assessment?iii. What should be the collection of services and products?1. Discuss how your client may determine the customer cost for its service, including non-monetary costs (time, effort, and perceived risk) When considering Customer Cost, we need to understand the perceived cost of its customer’s. From a customer’s point of view, the costs involved in buying and using a service is only part of the price charged by the supplier. Related monetary and non-monetary costs make up the other costs of the service. Time Office Automation may determine their Customer Cost for its service, including monetary and non-monetary costs, depending on various factors such as: The time taken to perform the service. The costs of the parts used / needed. Labour Costs. The costs their competitors are charging, to provide a competitive rate. A call out fee, time, and money (for fuel, etc) used to drive to the customers location. Cost of shipping. Quality of service, Time Office Automation’s staff has more than 25 years of experience in the field, therefore, could…Write an executive summary of what was discussed in Unit 4 about the new healthcare business or service line. It should also include the following information: A unique mission statement Vision statement How will your business (product and services) benefit society? Financial information What assets are involved? What debts? Debt versus equity Debt ratio Financial cash flow A synopsis of anticipated operational expenses (be sure to include items such as staffing) A synopsis of anticipated revenue (Who is going to pay you? Are there regulations or oversight attached to the revenue stream?) Summary of your future plans
- “Service Operations Management as a subject is significantly important for any service-oriented industry/firm when compared with other management subjects”.Discuss this statement validity of elaborating facts and figures in argument detail.De Mar, a plumbing, heating, and air-conditioning companylocated in Fresno, California, has a simple but powerful product strategy: Solve the customer’s problem no matter what, solvethe problem when the customer needs it solved, and make sure thecustomer feels good when you leave . De Mar offers guaranteed,same-day service for customers requiring it. The company provides 24-hour-a-day, 7-day-a-week service at no extra charge forcustomers whose air conditioning dies on a hot summer Sundayor whose toilet overflows at 2:30 A.M. As assistant service coordinator Janie Walter puts it: “We will be there to fix your A/C onthe fourth of July, and it’s not a penny extra. When our competitors won’t get out of bed, we’ll be there!”De Mar guarantees the price of a job to the penny before thework begins. Whereas most competitors guarantee their work for30 days, De Mar guarantees all parts and labor for one year. Thecompany assesses no travel charge because “it’s not fair to chargecustomers for…For a Management System used in a fast-food restaurant or a pharmacy or a community sports arena identify: (a) The main objective. (b) The main product or service. (c) The main customer and another stakeholder. (d) One infrastructure-type resource. (e) One activity in the product / service realization process. (f) Two management system standards that are applicable to this system. Please provide answers for only one of the three types of organizations given above.