Excellence in Customer Service & Organisations

BSBCUS501C Work Related Project Question 1 Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Other reasons for customer service problems include: not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is intended to deliver for customers and what it actually does deliver * cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver * poor staff attitudes, training levels and working materials * gaps be tween what salespeople promise and the actual service or product quality Source: Zeithaml, Parasuraman & Berry (1990) In approximately 2000 words comment on these statements. By implementing customer feedback strategies, the organisation will be able to discover the company's strengths and potential weaknesses, as set by the actual customer. Reacting on the feedback in a timely and appropriate manner will increase revenues and customer satisfaction.Although a customer feedback programs will be an added cost in the beginning, long term it will save money for the organisation, as it costs far more money to get new customer’s than keep a satisfied, existing customers. Understanding what customers think of the organisation will improve service delivery and quality of products leading to business sustainability. By conducting market research and analysis of customer’s needs and expectations, an understanding of what the customers think about the organisation can enhance the continuous improvement process within the organisation. Customer perceptions are a subjective assessment of actual service experiences. Customer erceptions and customer expectations play an important role in service marketing and are the standards of performance against which service experiences are compared, and often formulated in terms of what a customer believes should or will happen. Supplying reliability to the customer will have the highest influence on the customer’s perception of quality and ability to perform the promised service effectively with efficiency. Responsiveness from employee’s and the willingness of the organisation to help customers and to provide them with a prompt service to deal with their queries, concerns or complaints will determine how the customer perceives the organisation.Giving the customer assurance and inspiring trust and confidence in the product or service supplied will encourage and support the organisations objectives or goals. Showing the customer empathy, caring and individualized attention during the process will enhance the customer’s individual experience with the organisation. By not knowing what customers expect is one of the root causes of not delivering to the customer their expectations. This is the difference between customer expectations of the service and the organisations understanding of those expectations. Unwillingness to ask customers about their expectations will not address current issues, service providers may think that they know what is best for their customers but without research, information and data, they may well be misaligned.Feedback strategies may include electronic feedback mechanisms using intranet, internet and email, feedback forms, questionnaires, formal or informal surveys and interviews or databases and other controls to record and compare data over time. Market segmentation to understand the needs of the market are important. Market segmentation is the grouping of customers sharing similar requirements, expectations and demographic or psychographic profiles. Segmentation is usually done to understand the needs of customers more elaborately or distinctly. When asking customers for their input or feedback, they need to feel as if their opinions matter, they are more likely to continue supporting the organisation if they feel their feedback has been taken seriously and into consideration.Listening to the customer and acting timely on their feedback is important for the organisation, failing to understand a customer’s needs can result in widespread negative comments about the organisation and the loss of customers and potential customers. By not listening to customers and understanding what they need from a product or service will not allow the organisation to maintain its effectiveness in the market place, producing poor quality products or service and effecting overall profitability for the organisation. Each organisation needs to de velop and establish procedures, standards and guidelines for customer service requirements and communicate these to all staff. By establishing courses of action to accomplish specific goals, utilising information and data obtained through feedback will assist in identifying and acting upon the customer’s needs.These may be established through strategic or action plans that identifies the customer’s need, arranges for, and obtains resources needed to accomplish the desired goals and objectives. By collecting information and data, planning areas for improvement that will improve the final output, will increase the quality of the service or product supplied. Identifying and acting timely on these inputs will ensure a competitive edge is maintained for the organisation. Identifying existing and potential problems or issues and obtaining relevant information about the problem will ensure the specific or root cause of the problem is identified. Once this has been achieved re commendations and corrective actions can be developed and proposed for implementation.By performing a gap analysis to measure the organisations current performance against their desired outcomes can identify areas for improvement. Analysing data and quantifying the information will establish where the organisation currently is and where they need to be. Gaps may exist in various stages of the input process that affects the outcome. Poor quality raw materials or excessively priced materials will directly affect the quality and cost of the final product or service. Gaps may exist in the process and need to be identified promptly. Ensuring all customers internal and external are part of the review process ensures opportunities for improvement are identified and acted upon timely.Gaps or areas for improvement need to be identified so quality products or service can be maintained. Employee loyalty needs to be earned, rather than assumed and this is achieved through commitment and communi cation by the management team. Organisations need to express and act on a commitment to develop employee’s career objectives by introducing initiatives that make employees believe that their current job is the best path to achieving their career goals, delivering customer satisfaction and feeling valued within the workplace. By including opportunities for personal growth and investing in the professional development of people within the organisation will improve outputs.Identifying correct resources and developing well-defined career paths and conducting analyses of current practices will highlight these areas where training, mentoring, and coaching, or areas of improvement are required within the organisation. Establishing effective working relationships among team members and participating in solving problems and making decisions allows employees to be empowered and part of the process, increasing participation levels and drive to complete desired changes. Communication to employees and customers, expressing ideas and information clearly and concisely, sharing information will all assist with accomplishing the goals or vision set out. A common characteristic of successful services is teamwork. A feeling of teamwork is created when employees see other employees and management as key members of the team.The lowest-level employee must feel that management; from their immediate supervisor to the CEO of the company, cares about them and that they are a critical part of the organisation’s success. This is achieved when every employee is involved in the organisation’s decision process and committed to providing a high level of service to customers, the company and to other employees. Cost constraints can affect the quality or price of the final service or product. Good purchasing practices are integral to organisational success. Developing budgets and resource plans, managing materials, equipment or labour will create quality products for custo mers. During the planning process of resource procurement, identifying the need is the first step in the process.Organisations may be required to upgrade the current capacity of buildings or machinery used in the process to meet new orders or upgraded products. Investment funding may be necessary if new plant and facilities are needed. Skills of the workforce may need to be improved or obtained to operate new systems and produce the new product or service effectively. A raw material needs to be assessed for cost and quality as an input. If materials are too highly priced the end product would be too expensive for the consumer, equally, if the materials were of poor quality, the end product may not reach the customers expectation levels, in each case the consumer would be hesitant in purchasing the goods or product.Ensuring a timely supply of raw materials enables the organisation to supply a constant flow of service or product outputs. Healthy cash flow is essential if business is t o respond to changing demands and requirements in any production activity. Quality management of resources bring together all inputs, ensuring that these are timely and consistent that will achieve quality products and an effective, efficient workforce. Employee’s need to understand the needs of the customer and what they actually require. By understanding who the customers are, both internally and externally, and actively listening to the customers to identify their needs, the employees can then check that customer needs have been met.Proactively engaging with customers to understand their needs and gaining feedback will highlight areas for improvement. Employee attitudes can affect an organisation's growth and profitability. Early detection and resolution of employee attitude problems can minimize the effect of poor performance and strained relationships within the workplace. Recent organisational changes may have contributed to changes in employee attitudes that may not ha ve clearly described the role requirements. Employee’s attitudes may have changed based on the availability of resources necessary to perform their job functions or because of poor relationships with supervisors and managers. In some cases, the employee's job functions may be too challenging for their skill set.Training informally or formally utilising mentoring, coaching or external facilitation may be required. To perform their job role according to the organisational standards, employees must have the correct equipment and resources. The equipment needs to be in good condition and the employees must have the knowledge and training to properly use the equipment to enhance the quality of their work. Retaining customers through effective customer service enables easier growth, indirectly and directly by sustaining healthier volumes and margins, and by business expansion from word-of-mouth referrals. An improved level of customer retention through effective customer service al so improves staff morale, motivation and an increased productivity.Improved employee morale and motivation resulting from reducing customer attrition also positively benefits staff retention and turnover. Improving customer service, especially empowering and listening to customer service staff, offers many organisations a bigger return on investment. Employees who follow established procedures and guidelines for customer service and who are committed to customer needs, presenting themselves in a polite manner even under situations of high pressure can quickly attend to the customer’s requirements. Understanding the level of service required ensuring quality procedures are followed in providing services and taking corrective actions where possible to meet the customer’s needs will re-enforce the organisations commitment to service quality.Providing frequent and clear concise communication from management on what is expected and how the service is to be performed will su pport established policies and procedures. Providing employees with constructive feedback to help them understand how the service is to be performed and what management expects from the service, will provide employees with product and service knowledge so they can perform their jobs in a professional manner. Training employees in the correct methods of performing the service and how to communicate effectively with customers, supervisors and with other employees will enhance professionalism within the organisation.The quality of service delivers results in customer satisfaction and their retention, as it reinforces the perception that the value of the service received is greater than the price paid for it. Promises are made to consumers by organisations advertising using sales promotions and sales staff to promote products and services. These promises may be explicitly stated or they may be implied that the organisation can offer these services. If the organisation does not provide t he service that is promised, there is a gap between what customers expect and the service received. To increase customer exposure, organisations are tempted to make promises that may be difficult or even impossible to deliver.Communication through these channels tends to raise customer expectations and set certain standards to assess the service in the minds of customers. Any discrepancy between promised and actual service tends to broaden the customer gap. The tendency to over promise increases with pressure to achieve greater profits or to meet competitive claims. In both cases, severe damage to the organisations image can occur since it is unlikely the organisation can fulfil the service as promised. Each organisation should ensure that what they say they can offer, they will give to the customer as promised. This forms the backbone of the service bundle established by the organisation to achieve expected customer service.

Jessica Johnson v. Wilkinson Manufacturing Essay - 1

Jessica Johnson v. Wilkinson Manufacturing - Essay Example This Act gives an individual the right to receive equal treatment in terms of pay in comparison to members of the opposite gender. However, there must be adequate proof that the claimant does like work, which has been rated to be of a similar value to a person of the opposite sex in the process of job evaluation. In addition, the claimnat has to prove that he or she is doing work of equal value as the member of the opposite sex. Thus Jessica is in a position to claim sex discrimination since she meets the above conditions. Furthermore, the Equality Act 2010 renders sex discrimination illegal. In particular the clause of the Act that prevails in this case is the equal terms-equal pay. Thus Jessica’s renumeration ought to be equal to those of his male counterparts who are employed in the same managerial position as her (Crown et al). The Equal Employment Opportrunity Comisssion (EEOC) is the federal body charged with the responsibility of enforcing breaches against workplace discrimination laws. The EEOC is the agency that handles discrimination complaints based on the complainant’s sex or other factors such as color, religion, nation of origin dependent on the nature of complaint. In addition, the EEEOC is also entitled to file complaints against employers on behalf of employees who have alleged to have been discriminated. Wilikinson manufacturing is practicing sex discrimination. However, there is an available defense, which can prevail; the pay secrecy clause in employment contract which is unimplementable since it is difficult to find out whether the pay difference is associated with a particular characteristic. Therefore, Jessica cannot really tell whether pay difference is due to gender factor or a hidden characteristic secret to Wilkinson Manufacturing (EEOC et al). In this issue Jessica would emerge the victor since the factor, which ought to determine her renumeration is level of work and value of

Windows File System Comparison Essay Example | Topics and Well Written Essays - 750 words

Windows File System Comparison - Essay Example The two main categories of file systems used by different Microsoft Windows operating systems are the File Allocation Table (FAT) and the New Technology File System (NTFS). There are different versions of FAT, which are FAT 12, FAT 16, and FAT 32; while for NTFS, there are NTFS or NTFS 4 and NTFS 5. These file systems have many characteristics in common which will be pointed out in the discussion below. The FAT file system is the one being used by Microsoft DOS and older versions of Microsoft Windows. In fact, any version of Windows can have FAT as its file system. When a volume is formatted and the FAT file system is used, a data structure is created by Windows which is used to record the data blocks on the hard drive that are allocated to each file in order for the files to be retrieved at a latter time. FAT is considered to be a simple file system which makes it an ideal file system format for most memory cards and floppy disks. FAT file system is suggested if the computer has two operating systems installed. FAT file system allows file sharing among different operating systems. That is one advantage of using FAT as the start-up partition even for newer computers that have the latest versions of Microsoft Windows. One of the major limitations of the FAT file system is its ability to handle large files and volumes. ... However, its maximum volume limit is 16 MB which is why this is only commonly used in floppy disks. FAT 16 This file system supports all versions of Microsoft operating systems but only allows a maximum volume size of 2 to 4 GB and maximum files of 65,536. The maximum size a file can have is also 2 GB. The standard FAT 16 version only allows 8 characters in the file name and 3 characters for the extension name; whereas with the extended version, it already allows up to 255 characters. FAT 32 The only operating systems that are supported by this file system are DOS 7.0, Windows 98, ME, 2000, and XP. The volume size limit is increased to 32 GB for all operating systems, but in some cases, up to 2 TB. The maximum number of files that can be on a FAT 32 volume is 4,194,304 with a maximum file size of 4 GB less 2 bytes. New Technology File System (NTFS) As Yousef stated, the New Technology File System or NTFS is: An advanced file system that provides performance, security, reliability, and advanced features that are not found in any version of FAT. For example, NTFS guarantees volume consistency by using standard transaction logging and recovery techniques. If a system fails, NTFS uses its log file and checkpoint information to restore the consistency of the file system. In Windows 2000 and XP, NTFS also provides advanced features such as file and folder permissions, encryption, disk quotas, and compression. (2004) Both versions of NTFS have the maximum volume size limit of 2 TB but there is no limit to the number of files that can be stored in the volume, as well as to the file size. NTFS 4 or plain NTFS started with Windows NT 4.0 and can also support Windows 2000, XP and 2003 Server. NTFS 5 also has support for the same

How Culture Affects the Spread Of HIV In the United States Essay

How Culture Affects the Spread Of HIV In the United States - Essay Example It is estimated that over 1 million individuals are living with the virus; despite the aggressive prevention and education efforts that are underway to try and curb the spread of this virus. The socio-cultural norms that surround most communities need to be addressed so as to ensure that every individual is well-versed on the issue (Organista 43). This paper will examine the extent to which culture is affecting the spread of this virus, and what is being done to ensure that its spread is curbed before it is too late for all those affected or infected. Issue of concern There is a saying that arises whenever there is the mention of the HIV virus that goes; one is either infected or affected by this strain of infection. It is true to assume that one can be close to someone that has acquired the virus, or one could also be a victim. Among the Latino and African American communities, the spread of the virus is said to be higher than that experienced in other communities in the U.S. This i s especially among the young people who are constantly engaging in risky sexual activities (Organista 52). The unawareness of their status could be one of the main reasons why the spread is much higher in these communities. The spread of this virus is on the rise due to a range of factors, for example; denial, lack of proper medical care, poverty, and even stigma. All these are factors that restrict the prevention efforts aimed at addressing the scourge. Culture, in most ethnic minority groups, plays a major role in the response of the HIV strain among individuals. The diversity that most people of ethnic groups exhibit makes it harder for prevention efforts to have a foothold in most ethnic communities (Dayer-Berenson 76). It is this diversity that makes them engage in behavioral risk factors that differ, hence; increasing the possibility of acquiring the virus. The attitude behind sex and sexual activity among ethnic minority groups is probably one of the main reasons that may lea d to the progression of the virus. The concept surrounding sex and traditional roles in these communities makes the prevention of HIV a complicated topic in countless households. Factors of the problem The problem involved with culture is the fact that people are afraid of talking about sex. This is with either their partners, families, or even their children. In many cases, it is considered as being embarrassing to all the parties involved. This makes it harder for young men and women to understand the importance of communication when it comes to sexual activity with their partners as they grow up, which only works to increase the prevalence rate among these communities (Ray 118). In some instances, the perception that a ‘good’ woman is not supposed to know about sex is the essence that surrounds most homes. Women are, therefore, reduced to remaining ignorant when it comes to sex and their sexuality, which increases the dangers that this virus plays in their lives. Cul ture also plays a vital role in the traditional roles of gender in the U.S. In some minority ethnic groups, for example; the Latino, the men are supposed to be highly sexual individuals. To most of them, abstaining from engaging in sexual activity is an impossible task, and according to some, may even be unhealthy. Such attitudes lead to double standards among these groups, which then allow men to stray from their marriages. In other instances, the role of the man is

HIST 1400 essay 1 Example | Topics and Well Written Essays - 1250 words

HIST 1400 1 - Essay Example This diverts from the key purpose of the French revolution. Moreover, French Revolution is more radical, cruel, and violent. The French Revolution has disputes involving Europe, Kings, and the Church. Many promises and targeted achievements during the old regime and this period have not been achieved. Church disputes are clear when Martin Luther criticizes the Catholic Church saying that he is enlightening the people. In his 95th thesis of the year 1517, he suggested that his main aim is not to suppress the church (The Protestant Reformation 1). Martin Luther argues that he hopes to see it reformed. He identifies that churches were driving their believers away from the Creator. However, he is rude while addressing the situation. He openly talks of the Catholic leaders in a negative manner. These enlightening ideas suggested by Luther cause much suffering to the citizens. The revolution betrays the people. It destroys and divides the people pretending to enlighten them. The Roman Empire extends up to France. Consequently, most of the people in France are Catholics. According to Martin Luther, he explains that the Romans have three walls that protect them such that not anyone who tries to reform them is able (The Protestant Reformation 4). He does not put into consideration whether the Christians are satisfied about their religion. First, it is agreeable that Martin Luther believes that the temporal power is always below the spiritual power (The Protestant Reformation 2). He does not support most of the pope’s ideas. Only a pope would call for a council at any time. He argues that many people’s rights are violated because they are not able to overcome the rules strategized by the Catholic rulers. The French Revolution is against the Catholic Church. Consequently, it longs to see the end of this religion in France. There is a great intention to weaken the people through the French Revolution. However, this is only achievable through

Gender, sex ( with using CAUSE AND EFFECT style) Essay

Gender, sex ( with using CAUSE AND EFFECT style) - Essay Example A child will learn from its parents the difference between man and woman, boy and girl and identify the attributes that are associated with each term. In this respect, a childs idea of a man would be different in a household where the male is the breadwinner as opposed to the female, and vice versa. Although these gender categories are highly stereotypical, they form the basis for the childs basic understanding of gender and what it means to be female or male. Secondly, cultural beliefs play a large part also, with the views of the parents a strong factor. For instance, in Saudi Arabia, a number of people may believe that women were born only in order to serve a men or for giving birth to a child and then to raise him. In the same vein, and to use an extreme example, Eskimo men exploit their wives in order to set up trading associations with other Eskimos. They frequently present their wives sexual services in front of other Eskimo man just to strengthen the hunting or business relationship. In an Eskimo household, imagine how a young girl would see herself after being bared to these ideas over her first 5 years at home. Of course, this is an extreme example but it substantiates the point. Another aspect is media, media also uses interpellation as a form of recruitment that can inspire individuals to recreate their gender identity, presenting issues in a light that encourage people to join up or take a stand thus aiding the expansion of a collective identity amongst a specific gender. Phrases such as: "It was recognized that people label someone a feminist when someone expresses emotions that distinguish women from doormats," are designed to incite people into joining a shared individuality in the form of a group, in this case feminism. Lastly, our peers are a huge influence on the way that we see gender, and identify with the requirements of the same. The boys in a childs school may all play football, and therefore it is

Hang on for a smooth flight; Paragliding in the UK, an Organisational Essay

Hang on for a smooth flight; Paragliding in the UK, an Organisational and Consumer perspective - Essay Example ccomplish the following: (1) to conduct a comprehensive analysis of the current Hang gliding and Paragliding Industry in the United Kingdom of Great Britain; (2) to investigate key components in APCO’s marketing strategy which led to their perceived dominance in the market and; (3) to examine consumer’s perception and satisfaction with the current market situation. To achieve these objectives, the researcher would conduct a survey to fifty (50) respondents, 25 are new trainees and 25 are paragliding instructors. These respondents also went through a series of semi-structured interviews to clarify their answers in the survey. The results of this study proves that there is indeed an increase in the number of people who are into adventure sports such as paragliding despite the risks that come with these sports. It is because of this that they give so much importance to the reputation and marketing strategies of certain manufacturers so as to ensure their safety as they engage in sports which are accompanies by high risks. In the United Kingdom of Great Britain, the sport of Paragliding is gaining tremendous popularity as an essential part of both the aviation and adventure tourism industries. Without a doubt, it has significantly contributed to the rise of the aviation industry as one of the most important industries in the United Kingdom, generating about 10.2 billion pounds sterling, thus amounting to 1.4% of the Gross Domestic Product of the Country. At the same time, the aviation industry has opened a lot of job opportunities for the citizens of the UK. In fact, it has already been reported to have been directly employed by this particular industry. As one of the perceived substantial industries in the country, it has helped in supporting the vision of their government for a high-productivity economy (OEF, 1999). Without a doubt, the economic growth of the UK owes a lot to aviation. Firstly because it is a part of their transport infrastructure to which