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Managing Business Processes& Information - Essay Example

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Managing Business Processes & Information Table of Contents Introduction 3 Explaining the Central Focus of the Statement – “Keep the Customers Coming Back; Not the Products” by Dr. W Edwards Deming 4 Illustrating the Statement by Dr. W. Edwards Deming: An Example of Tesco's Weak Customer Services 7 Impact of Weak Service Deliverance to the Customers on Tesco 8 Response of Tesco to its Failure in the US 10 Recommended Measures for Tesco to Deal with the Issue of Weak Customer Services 11 Conclusion 12 13 References 14 Bibliography 18 Introduction In today’s business scenario, the success and failure of any sort of business is dependent on various deciding factors that impose considerab…
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Download file to see previous pages In the recent phenomenon, it has been widely considered that customers are among the biggest assets of any form of business in the modern day business scenario. The performance of any business unit is therefore largely dependent on the approaches and perceptions of the customers towards the business and its products and/or services (Brandi, 2001). Subsequently, the concept of customer service comes into being. Aspects, such as gaining customer loyalty and their retention over a long time-period, comprise the approach of the companies towards managing the customers effectively. Theoretically, customer’s services are referred to the provisions or the approaches followed by contemporary business units in serving their customers with the sole intention to augment their brand value and correspondingly, increase brand loyalty for the products/services on offer under the brand. It is the process that companies follow while dealing with the customers before and after the purchase of the product to ensure highest possible satisfaction to the buyers. This not only facilitates companies to attain maximisation of their profit level but also ensures the overall sustainable development of the company, assisting it to suffice the stakeholders’ interests to a substantial extent. As per the principle of customer services, organisations are also directed to be responsive towards the complaints of the customers and their expectations from the business and strategize their move accordingly in alignment with the market trends (Slack, & et. al., 2011; Svendsen, 1998). This will make sure that the customers are satisfied, rewarding maximum loyalty to the business units, which further determines due compliance of the statement by Dr. W Edwards Deming - “Keep the customers coming back; not the products.” In this context, the paper intends to conduct an elaborate discussion on the statement of Dr. W. Edwards Deming with focus on its central theme. Furthermore, the paper also emphasises replicating the various dimensions of the statement by illustrating the case scenario witnessed in Tesco, a global retail chain that is currently dealing with the problem of weak customer services. Accordingly, certain recommendations for improvement will also be provided to the same. Explaining the Central Focus of the Statement – “Keep the Customers Coming Back; Not the Products” by Dr. W Edwards Deming It is evident that customers are one of the most prominent stakeholders for any sort of business and they tend to have a direct and strong impact on the efficiency and effectiveness of the business through responding to the company’s operation. Thus, it is important that in order to attract the attention of the customers, companies need to come up with various diverse ideas in order to preserve the interests of the customers as intact towards the business for a longer period of time. Contextually, it can be ...Download file to see next pagesRead More
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