Managing Quality Customer Care - Research Paper Example

Running Head: BUSINESS MANAGEMENT Business Management Of BUSINESS MANAGEMENT-MANAGING QUALITY CARE SECTION 1 EXTERNAL CUSTOMER RELATIONSHIPS External customers are those who make employee's salary possible by paying the employer. In Jessica's case, she is serving the customers via a medical product, so all the medical suppliers who resells their medicines in the market are external customers while Amira is serving in the gym directly through her interaction with the customers and these customers want excellent training and fitness advices. In Jessica's case, people want the medical product itself to be very good and suppliers want it to be delivered on time with good margins while in Amira's case, people want the services and training in the gym to be good and they should be treated with utmost care. INTERNAL CUSTOMER RELATIONSHIP An internal customer could be anyone within the organization. For e.g. Jessica and her team is an internal customer for the accounts department of that company because Jessica's team can not serve the suppliers and customers well until they have proper information from accounts and they are dependent on accounts. KEY CUSTOMER SERVICE ISSUE The suppliers were unhappy because they were given incorrect information at one instance and they rejected the products because some inputs were not of quality. This caused embarrassment and could have been prevented by close internal coordination. COMMENT FORM Customer name: ----------------------------------- Date: ----------------------------------- Complaint/ Comment ---------------------------------- Suggestions for --------------------------------- Improvement COACHING PROCESS Another way of coaching employees, so that they can effectively fulfill customer needs, is to hire external consultant or auditor who periodically monitors their performance and can guide and train them. FEEDBACK FROM A STAKEHOLDER The customer service department at medical company was not in close communication with top management and their complaints and advice were not given due importance. Thus it will result in low motivation, poor customer service and people may tend to leave as their suggestions were not considered important in the organization. NOMINATING RECORD The records maintained by the company on which customer is asked to rate different service attributes on a Likert scale. Through that survey, one company can judge its customer service performance. SECTION 2 NOMINATED ORGANIZATION I have selected State library as the service provider organization as I have been interacting with this library for quite some time. The library provides a great environment to study with latest books on all subjects; magazines, periodicals, newspaper plus internet facility. The library is famous because it has taken in to accounts the needs and wants of their target customers who are between age 18 to 50. They conduct surveys to know about the preferences of the subjects of various age groups and keep the books according to it. The customer service policy of the library is attached at the end in appendix. ENSURING QUALITY CUSTOMER SERVICE The library through feedback process keeps themselves aware of the changing needs of the customer. Their staff go for unofficial visits to other libraries to observe what other best services are being offered there. This helps to improve themselves. Moreover they also take help of the best librarians of the country who guide them as to how they can improve their services. RESPONDING TO FEEDBACK The feedback from the customer is taken through the feedback forms placed at the entrance. Moreover a monthly feedback is taken from the permanent members of the library. Most of the customer's requests are regarding a new book or magazine to be kept in the library. They try to arrange that book and then personally inform the customer about the status of his request. The employee base of the library is not that big but still every employee has a mentor and the mentor continuously guides and trains him. SECTION 3 The issue is that many members have complained about the young students coming in to the library and not observing complete silence and disturbs the older ones despite of number of warnings. The younger students are only interested in online access and showbiz magazines. So the older members have requested to dedicate a separate portion of the library to the younger students so that they don't disturb them. Our policy is to treat all the members equally and don't differentiate between them. Thus we are limited by our own policy because the young members can have an objection if they are separated from main library hall and given a separate portion in the corner. This request will have some financial implication as a separate portion construction will need some budget of around $10,000. The portion if made would be engineered by the library head keeping in view the other factors like ambiance and outlook. After this move is implemented we will ask our customers whether they are happy or not. Since 80% of the members are 30+ and were in favor of this move, so they would be definitely happy and customer service quality would improve. APPENDIX Appendix: Customer Service Charter of Edward library (from website) The State Library of Edward is dedicated to the provision of a high standard of library service. We believe that all customers have the right to be treated in accordance with the Customer Service Charter which is consistent with the mission and values of the organization as expressed in it's Strategic Plan. The information service for our information society We believe in the power of a literate society We deliver our range of services with enthusiasm We treat our customers fairly and courteously We provide resources to stir the imagination We provide local access to global information and global access to local information We enable our customers to become lifelong users of information and information technology We anticipate customer demands and we create new and exciting opportunities for the delivery of our services Standards of service Staff of the State Library ensure delivery of the following standards of service, as a minimum, to our customers: Service points You will find staff courteous and helpful. You can expect staff to have the knowledge, authority and responsibility to deal with your enquiries or to be able to refer you to someone who has. You will be put in touch with the appropriate person with the minimum of delay. If waiting for service you will be acknowledged courteously and advised of possible waiting periods. We aim to give you assistance within 5 minutes of your arrival at a service point. You can identify all staff by a badge. Telephone communication Your telephone calls will be answered within 90 seconds with the staff member's name and work area identified. You can expect us to acknowledge or respond to telephone messages as soon as possible, and at latest by the next working day. Written communication We acknowledge or reply to your written communications as soon as possible, and at latest within 5 working days of receipt. Our written communications to you are in clear and simple language, address the issues directly and include relevant contact details. Information We provide clear and accurate information about library services. Information about library services, including the Libraries Act and Libraries Regulations, is available at every service point. Electronic access You can access our services electronically. Charges Where costs are involved, you will be advised in advance. Guidelines for chargeable services are available at every service point. Meeting deadlines We will meet agreed deadlines for the completion of your enquiry. Improving our service We will be responsive to your needs and ideas and welcome your comments in order to help us improve our service. If you have a comment let us know by one or more of the following methods: Discuss the matter with a member of staff who will assist you or refer you to the appropriate person. Complete a customer comments form or write in the comments book. Write to, E-mail or phone the manager of the section. Write to the Director. There is a procedure to deal with formal complaints: When advised of a formal complaint the manager of the section will make every endeavour to contact you within 24 hours, and certainly within 5 working days. The manager will investigate your complaint and advise you of the outcome as soon as possible. If you are not satisfied with the outcome of the investigation contact the Director. Evaluation of our performance We will regularly monitor and seek to improve the quality of our customer service according to the standards in the Customer Service Charter. Reports of comments, complaints and action taken will be reviewed monthly for the purpose of service improvement. The Edwardn Library Advisory Board provides a channel for community advice on library services to the Minister for Education. Help us to help you by: respecting the rights of other customers. treating our staff courteously. providing us with relevant information. treating library facilities and property with due care. observing the Library Regulations. Read More