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Service encounter journal and analysis
Pages 10 (2510 words)
Strategic marketing is the process of analyzing the way a company can achieve the satisfaction of its customers and thus, enlarge its profits. Strategic planning is of huge significance to any organization and is fundamentally directed from the top management…
Management philosophy is one of the prime determinants of customer service quality. Management philosophy can be defined as, “guiding real world managers to make better decisions, meaning to take a course of action that helps an organization as a whole to better achieve its goal”. Management philosophy has been adequately explained by the theory of constraints (TOC). Rahman (1998) has made a comprehensive analysis of the usefulness of TOC.
Mabin and Balderstone (2000) also conducted a meta-analysis of the TOC and found that application of TOC in the work resulted in the reduction of cycle times by 65 per cent, inventory levels by 49 per cent and lead times by 70 per cent. With this reduction in the respective times, companies successfully managed to deliver the customers their products on time.
Their performance in the delivery dates upon application of the TOC was improved by 44 per cent. Application of TOC was also profitable for the companies in terms of revenue as it increased the profit by 76 per cent.
I know some of the most renowned companies that are currently offering the worst customer services around. Good customer services can provide these companies with great competitive advantage particularly in these years of financial crisis when there are more companies than ever before in the market to produce the same goods or services along with equally increased expectations of the consumers. ...
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