Let’s try what you have learned!

Activity No. 1 – “Essay challenge”

Discussion Questions (10 pts. Each)

1. Describe a situation where self-service and technology help create and deliver the
customer benefit package to the customer. Provide examples of how such a system can
cause a defect, mistake, or service upset.
 Technology keeps to play a big function in streamlining operations management. For
example, Kodak has a freestanding kiosk wherein era and client hard work be a part of
to create an output. In this example, you install your virtual digital digicam reminiscence
card, select the finish, quantity, and length of your difficult reproduction pictures, after
which print. Airline check-in kiosks, computerized teller machines, on-line banking, and
companies like eBay, Facebook, Twitter, Zillow, and Zappos also are extraordinary
examples wherein self-carrier and era merge to supply a product, and they're exact use
instances for this discussion.

2. Discuss this statement. What might be wrong with this?

“We’ve thought about computer integration of all our manufacturing functions, but
when we looked at it, we realized that the labor savings wouldn’t justify the cost.”
 This integration permits individual processes to extrude facts with each extraordinary
and initiate actions. Although manufacturing can be faster and lots much less error-
inclined thru the aggregate of computers, the main advantage is the cap potential to
create automated manufacturing processes. To compete globally implementing CIM is
beneficial. The most crucial aspect is requires organizational and technical
understanding and strategic. All managers need to recognize and promote the
implementation of CIM and cooperation amongst laptop and manipulate carriers are
required. By this time, strategic method of imposing CIM is realized.

3. Identify one low and one highly scalable organization and explain why each is so.
 Facebook is fairly scalable agencies. That is, the price to serve one extra patron is
near 0 or extraordinarily low incremental costs. Low scalability groups along with
defined with inside the WebVan container require a excessive incremental price to
serve one extra consumer. Often this entails corporations that carry out a
excessive diploma of customization including legal, dental, and engineering
practices, and wedding ceremony and consulting services.

4. How can social media enhance the sale of a physical good or a service? Provide some
example and explain.
 Social media is a treasured device for businesses. It may be used to construct your
brand's reputation, create dependable clients or even increase sales. firm's social media
strategy, if properly planned and executed, can result in growth of the consumer base
and increase in sales generation. Companies are each capable of increase income via
social media marketing, despite the fact that the technique should be tailor-made to in
shape their logo, industry, and size. It’s smooth to assume that publicity and constructing
a logo character are a number of the most effective actual enterprise makes use of for
social media. While those are feasible outcomes, they also can be constructing blocks
for an powerful income method the use of social media. It all relies upon on how big the
commercial enterprise is and what form of method is employed.

Activity No. 2– “Case analysis”

Bracket Case Analysis
Direction:
As an Operation Manager identify the problem of the case and prepare the analyis and submit it on the said due
date.
Case Analysis Format
-Facts of the Case

 The variations of era primarily based totally on the brand new era. Where by means of those distinctive era
the FRID and the Barcodes have there exclusive applications. Another is thru e specific era Bracket
International (BI) might also additionally have envisage what are the benefits and drawbacks may also reap
thru their commercial enterprise. As nicely as by using benefits the Bracket International (BI) can also
additionally benefit to have an green longer term withinside the enterprise field.
-Problem of the case

 Bracket International (BI) appears to be dealing with the catch 22 situation that every one organizations
face in today’s technological age; whilst have to the organization make investments into new era. The new
generation is changing the easy bar-code tag on product to a extra updated radio frequency identity device
(RFID) system. The query this is maximum often requested is “whilst is RFID higher than Barcodes. ” RFID
isn't always always higher than Barcodes. The are extraordinary technology and feature special
applications, which on occasion overlap.
-SWOT Analysis

 STRENGTHS.
Product Quality
Low Cost
 WEAKNESSES
Low Profit
Unable to evolve quick to new technology
 OPPORTUNITIES.
Net Sales
High- inventory
 THREATS
Loss of income because of low of income
Competitive manufacturer
-Alternative Course of Actions

 Beckett needs to study how this alteration will advantage his company. Implementation of the RFID device
could permit BI to decrease their stock numbers. Simple forecast interactions applications with their client
will decorate BI’s skills to react to marketplace changes. The truth that the RFID machine can examine
more than one tags immediately therefore reduces the human issue with inside the stock manage process.
Bracket International might be capable of shift their worker cognizance from stock manipulate to different
regions with inside the organization.
-Recommendation

 I recommend that each gadget be ran in parallel till the RFID has been incorporated in to all of the factories.
This may also appear as a little ‘over kill’ however it'll provide Bracket International a risk to contain stock
and order data from all 3 factories at the same time as the implementation system is in its set up and
’debugging’ stages. I sense the transition ought to be performed in a degree implementation procedure.

-Description of the Future State

 I strongly consider Bracket International have to continue with inside the set up and improve of their stock
manage system. It might gain their client service, deliver the enterprise a higher manipulate on stock, and
turn out to be a dependable forecasting for assembly the converting wishes with inside the future.

GENERALIZATION:
What have you learned from this module?

What I have learned was all about the value chain. Value chain is a enterprise version that describes the total
variety of sports had to create a product or service. For groups that produce goods, a cost chain contains the
stairs that contain bringing a product from thought to distribution, and the whole lot in between—including
shopping uncooked materials, production functions, and advertising sports.

Let’s try what you have learned!

Activity No. 1 – Discussion

1. How might modern technology such as the Internet be used to understand the voice of the customer?
 There is pervading proof of companies and types recognizing the important significance of paying attention
to the voice of the client . As clients and clients ourselves you have, no question like me, observed the
expanded presence of requires our comments be they pop ups on websites. What has modified is the
variety of methods to seize client comments; a few client comments equipment are conventional however
others are more and more tapping into state-of-the-art voice of the patron generation to each seize and
examine the data.

2. In building a House of Quality, what departments or functions should be involved in each step of the process?
 House of quality steps are identify pick out what patron wishes and become aware of how the product will
fulfill the purchaser. It refer to figuring out particular product characteristics, functions or attributes and
displaying how they'll fulfill client wishes. Identify relationships among how’s. A couple of questions, which
are to be spoke back right here: How do our how’s tie together? What is the connection among our or
greater how’s and broaden significance scores. It refers to the use of the patron’s significance scores and
weights from the relationships with inside the matrix to compute our significance scores. Evaluate competing
merchandise or services. The query to be spoke back right here is: How properly do competing
merchandise meet client needs? This interest is absolutely primarily based totally on studies and decide the
acceptable technical attributes. In this step, our overall performance and the competitor’s overall
performance are decided and compared.

3. Propose an explicit service guarantee for a fast-food restaurant. Clearly explain why you included the features of
your service guarantee. Do you think that a restaurant would adopt it? Why or why not?
 Service is the act of looking after the client’s desires with the aid of using offering and turning in
professional, helpful, first-rate carrier and help before, at some point of and after the client necessities are
met. Almost each enterprise affords carrier to their clients but excellent differs. The enterprise which looks
after its client properly will stand in long term of the marketplace and the organization which doesn’t will give
way with inside the quick run. The organization which offers the nice customer support may be a hit in
maintaining the patron and attracting the extra ability consumer. Every unmarried motion and project
through the worker of the employer on the time of serving the purchaser is counted because the provider
given through the organization to the client along with greeting the client, guiding the patron, manner of
talking, the conduct of worker with the consumer etc. Every employer attempts to offer nice carrier to their
client and specific which differentiate it to the carrier of different airline organization.
 Activity No. 2 – Case study

Tom’s Auto Service Case Study

Case Discussion Questions (10pts. Each)
1. Define and draw the customer benefit package and state TAS’s mission, strategy and rank order of competitive priorities.

Customer receive
Regular vehicle
Vehicle windows
interaction with maintenance
are cleaned
customer from brochure and
inside and out ,
friendly and discount coupons
and carpets are
professional for next visit
vacuumed
employee Oil, oil filters, air
filter, times ,
Quick basic
windshield, wiper
vehicle services
blades, and
lubricants

TAS mechanical All employees

and technical 90 days Criminal are cross
personnel are guarantee on background
certified trained
technical work check on worker

 TAS mission is to provide quick, convenient, friendly and professional vehicles, maintenance services, in a
pleasing atmosphere.
 Competitive priorities are quality which services cape and customer service. Time and flexibility is the
vehicle need and the innovation is through voice customer and the cost which is competitive.

2. Identify and briefly describe the eight “design” features, described in Sections 4.4 and 4.5 of the (a) service-delivery
system and (b) service encounters.
 The servicescape of TAS is the purchaser ready location is carpeted and large than the ones of
competitors, with cushty sofas and chairs. They have additionally a massive glass window with inside the
ready place it permits clients to peer their motors being serviced in any of the bays as a carrier manner
and task layout. The carrier-come upon layout specializes in the interaction, without delay or indirectly,
among the carrier companies and the client. It is at some point of those factors of agreement with the client
that perceptions of the organization and its items and offerings are created. TAS client touch they've the
same old time to finish a ordinary task is eighteen mains with inside the bay place, plus nine mins for
consumer check-in and checkout. Furthermore TAS carrier-issuer selection, improvement and
empowerment is keep managers and assistant managers are skilled and empowered to approve
unfastened provider if the patron is upset for any reason identify and briefly describe five processes TAS
stores use and their relative importance.

3. Identify and briefly describe five processes TAS stores use and their relative importance.
 TAS has a rigorous interview and hiring technique to consist of historical past assessments on technical
competencies and crook history. Employees are the maximum vital element as they have interaction with
clients and may make or ruin this revel in.
 TAS has a education method in region to consist of all components of the client-contact. Training covers
video on-the-process-education, operation of the shop coins sign in and price software. Store managers
and assistant managers are skilled and empowered to rectify purchaser dissatisfaction with loose provider.
 The carrier procedure has a fashionable time for crowning glory of a habitual task of 18 mins withinside the
bay location, a complete of nine mains for client check-in and checkout and for completeness and high-
satisfactory manage a automobile tick list is used.
  TAS units the customer support procedure via way of means of the use of offerings cape. The offerings
cape consists of a window permitting clients to peer their cars being serviced, a big ready region with snug
sofas and chairs, refreshments, and entertainment. Employees are easy and professionally dressed with
call tags.
 Understanding the purchaser enjoy enables to enhance offerings. TAS conducts surveys for data to assist
enhance offerings and recognize what's working.
4. Given your analysis of the survey data, what opportunities for improvement, if any, do you recommend?
 Customers have been content material with keep managers paintings performance. However, the clients
referred to that they did now no longer just like the mechanics mindset towards them and mentioned that
there has been a loss of empathy for clients desires and wants. If there is an possibility for development I
think, the manner the mechanics method the purchaser it must be consumer's pleasant mindset and
additionally they should understand if the clients has been happy with their wishes and wants.
5. Summarize your final recommendations to the CEO.
 Due to low rankings on consumer surveys, we propose that mechanics must take education instructions
that target advertising product to the clients with inside the maximum pleasant and green manner possible.
Alternatively, managers may want to deal with all provider encounters with inside the front of the store.
However, because of the addition of the home windows into the store area, mechanics are nevertheless a
part of the clients' general experience.
 My recommendation to the CEO of TAS might be to maintain doing what they’re doing, continually
specializing in development and the closing aim being super client carrier. A education application for
verbal exchange for the employees and bosses ought to be implemented. This should upload plenty fee to
the carrier supplied and could assist to live beforehand of the competition. Another extraordinary
proposition can be to open extra stores then simply having the one. Overall this enterprise is doing a first
rate activity of presenting a terrific carrier to its customers.

GENERALIZATION:
What have you learned from this module?
What I have learned was the servicescape affects the customers' perceptions, it gives clues during the
meeting, it creates recollections within side the thoughts of the client. Service encounters are essential due to
the fact they could strongly have an effect on patron satisfaction and thus, they're primary to plenty of offerings
marketing. They effect provider differentiation, best control, transport systems, and purchaser satisfaction.