Respons to disscusions/case - Essay Example

First Response One of the most essential tools that determine satisfaction is the design of the service process.Every human being expects some levels of treatment especially in business where monetary transactions are involved. Customers demand for intangible services that reflect the amount of money spent in the transaction. It is true that the design of the service process is different from the design of the manufactured goods. Both designs, however, contribute to customer satisfaction. Providing proper services to clients and purchasers enhances customer loyalty, which in turn promotes customer referrals.

When pursuing proper servicing of customers, the process needs to be designed. The designer should keep in mind key factors such as competitors, access to prospective customers, legitimacy of the service, prices and after sales services. Another significant factor that the customer service process designer needs to consider is the efficiency of the service, which entails the time taken in servicing the customer. Most people are normally impatient due to busyness and can only spare limited time for service (Evans 62).

Second ResponseMass customization refers to a merger of two business practices: mass production and craft production. The action is directed toward achieving customer satisfaction. To maximize customer satisfaction, the notion of producing individualized products in mass production for customers is indispensable. However, the application has its challenges, which are grouped into external and internal complexities. Sometimes, the customers may fail to regard or accept the outcome of their ordered products, which accounts for external complexities.

When such happens, the intent of the application is not met, leading to customer dissatisfaction. The internal complexities on the other hand entail the internal functions and processes of the company such as designing the products in a customer’s acceptable standards to meet their satisfaction. The company, in most occasions faces internal complexities that hinder smooth functioning due to the wide range of products. Conclusively, customer satisfaction is a very crucial drive for mass customization, which depends on a wide product range and variety in order to result in mass customization.

Work CitedEvans, James. Quality and Performance Excellence: Management, Organization, and Strategy. Mason, OH: South-Western/Cengage Learning, 2014. Print.