Operation Strategy w3 - Essay Example

The Role of operations Manager in upholding Service Quality The Role of operations Manager in upholding Service Quality The operations or line managers are the ones that are primarily responsible for upholding the quality of the service. The major responsibility lies in the hands of line managers because they are in close contact with the customers and therefore, have the exact knowledge of consumer behavior. The knowledge of the line managers can be used to not only better the existing products but to develop new ones as well.

The services are more difficult to market and the attainment of customer satisfaction is also a notable challenge (Reimann, Schilke, & Thomas, 2010). The difficulty is the services marketing arises because there is an absence of any physical product in the business. The customer’s needs vary from one individual to another and because of this reason; services have to be modified in order to serve each client. There are four basic process strategies that are described as follows: -Product Focused Strategy The strategy focuses on the product as the name suggests and it works towards the betterment of product and service quality (van de ven, 1992).

The low level of standardization is used while; the product designed is generic in nature. Process Focused Strategy The strategy focuses on the process of manufacturing the product and its prime concern is to enhance efficiency of the production so that cost advantage can be attained (van de ven, 1992). Repetitive Strategy This strategy requires the division of a process into various steps and these steps are taken separately in order to minimize the possibility of an error (van de ven, 1992).

The assembly line manufacturing is a common instance. Mass Customization The strategy focuses on designing a specific product for a client so that his or her needs can be fulfilled optimally (van de ven, 1992). The customer satisfaction is the ultimate concern of this approach. Example The example includes the garment shop that is vending professional suiting for both males and females. The concept is to take a specific order in the light of purchaser’s buying power and other aspects. The idea is to maximize customer satisfaction.

References Reimann, M., Schilke, O., & Thomas, J. (2010). Customer relationship management and firm performance: the mediating role of business strategy. Journal of the Academy of Marketing Science 38 (3) , 326-346.van de ven, A. (1992). Suggestions for studying strategy process: A research note. Strategic Management Journal Vol 13 (1) , 169–188.