Customer Satisfaction Problem - Report Example

Satisfaction Problem Module Module ID: Part One Summary The present report aims toexplore the essential need and benefits of getting security systems and CCTV installed in the high school, and impact of this action on security of monitor screens and eventual customer satisfaction. The problem appeared in the high school with regards to missing of several monitor screens from a class room because of the absence of proper security systems and CCTV in the classrooms. The school administration has now introduced a new security system with build in CCTV and the monitor screens are attached to the CPU by a metal lock in order to assure their safety and subsequent satisfaction of the school administration. Introduction: The high school I have been working in offers undergraduate and degree programmes to the students in multiple disciplines predominantly business management and others, where all of the lecture rooms consist of computer monitors to teach the students with the help of modern technological equipment. Somehow, the incident of the stealing of monitors by some unknown thieves from the classrooms some days before is really startling for the school administration. The current report concentrates upon the topic of customer satisfaction, purpose of which includes the exploration of the significance of customers and their satisfaction with special reference to security system being provided in buildings, offices and schools. One of the most essential reasons behind carrying out the present research includes the central place of the customers for the corporate sector. Since all the commodities are produced and services are made for the customers and consumers, all corporate activities revolve around the customers (Kincaid 2008). The problem with regards to the security of different items and articles appeared in wake of the missing of monitors from the classrooms, which not only was extremely shocking for the administration, teaching faculty, staff members and students alike, but also everyone found himself to be insecure because of the disappearance of monitors from the area that is considered to be one of the most secure zones of the school. The school had already hired the services of a security company, which had installed security system and CCTV to assure the protection of all material placed in the school premises. Somehow, the previous security system failed to demonstrate any performance altogether and hence looked unable to detect the act of stealing. As a result, the administration appeared to be committed to get installed a new security system that could guarantee the safety of the school material. In the same way, the electricians and IT technicians also failed to perform their duty; neither could they manage to detect the problems in security system, nor did they applied their expertise to guarantee the performance of security system altogether. Being one of the members of the school administration, the incident has directly challenged my performance, as I was considered to be responsible for the safety of the materials present in the school, particularly the classroom equipment. Consequently, I have every right to bring the security organisation, services of which had previously been hired by the management, before the inquiry committee, and place our serious reservations regarding the dissatisfaction of school management towards the performance of their security equipment and measures, which could not stop the stealing of monitors altogether. It will also be brought to limelight why the CCTV remained unable to detect the missing of monitors. The rules and regulations determined by the administration strictly bind the management staff members to have a look at every development being observed in the school premises, where the management is rightly considered to be responsible for the maintenance of discipline, decorum and fulfilment of the needs of the staff members, teachers and students in respect of all the affairs related to education and learning (Kotler & Keller, 2006). Consequently, being the member of management, I also view myself as having responsibility of the protection of school assets including the missing monitors. Similarly, it is also included in the duties of the management to make a thorough investigation into the matters appeared in an organisation that have challenged the authority and discipline of the administration in any manner (Kotler & Keller, 2006). Hence, the incident of stealing or missing of monitors also comes under the jurisdiction of management. Responsibility could also be noticed to be shifted to the technical staff, which had professional and moral obligation of assuring the smooth running and accurate performance of electric and electronic machinery. Analysis: Despite the very reality that several issues appear to be having their impact on the occurrence of an incident, the effective role of the management is always required for overcoming the challenges on the one side, and smoothing administering of all activities within an organisation on the other (Zikmund et al, 2003). Consequently, it is the management that is to explore the following issues: 1. That which of the individuals were involved into buying process of previous security system and CCTV 2. That from which company the security equipment has been purchased 3. That whether or not the purchasing committee had received and preserved the guarantee and warrantee papers issued by the security equipment company regarding the performance of the equipment 4. That which of the staff members had been assigned the duty of assuring maintenance of the security equipment 5. That which of the management members had been appointed for the security and supervision of classrooms 6. That which of the steps should be taken to detect the persons responsible for making off with the monitors 7. That the management should notice the persons that either have keys of the classrooms or can enter there during the absence of watchmen and security personnel 8. That the security personnel could also be included, along with the suspicious persons, into the investigation process for the recovery of missing monitors on the one side, and for the discouragement of such criminal acts on the other. 9. That the technical staff including technicians, electricians and IT personnel should have been aware of the fault appeared in the security system. 10. Most importantly, the company from which the equipment was purchased should be contacted and a notice should be served with regards to the deficiency of the equipment purchased from it. 11. That the manufacturing company can also be taken into account for the poor performance displayed by the products manufactured by it. 12. That a comprehensive investigation plan is required for uncovering the facts involving the criminal act of making off with monitors on the one side, and performance of security system on the other. 13. In addition, an inquiry committee must be established that could decide the culprit behind the crime. 14. That the previous security staff must be removed on immediate basis, till the completion of inquiry, and the culprits should be tried in the court of law. 15. That the new security staff should be hired, selection of which should be made after complete investigation about their characters and performances. 16. That the latest security measures should be taken by purchasing CCTV cameras and other instruments from some well-reputed manufacturing company, which must be examined time and again to assure their validity and performance to avoid the occurrence of such an incident of stealing and theft from the school premises. 17. That the negligent members of administration should also be dismissed and replaced with the honest, efficient, vigilant and hardworking workers in the school. 18. That the guarantee should be given to the teachers and students with regards to safety of their belongings for the future years to come. 19. That the manufacturing and sales companies should offer a complete and flawless functional IT system, which could detect the theft of monitors immediately. 20. That a comprehensive and prompt response was expected and required as soon as the security system was found and reported as out of order. Consequently, by taking the above-stated steps could be supportive in respect of removing the fears from the minds of students and their parents, as well as faculty members of the school. Similarly, security-company and the security personnel should be accountable for IT system’s getting dysfunctional, for the satisfaction of the customers of school. Since the incident of crimes, including theft, robbery and others, may cost the reputation of an organisation, the customers start breaking their association with the organisation that does not have ability of protecting their belongings. Hence, the dissatisfaction of the customers may challenge the business activities of the corporate firms, organisations and companies (Zikmund et al, 2003); same is also the case with educational institutions. In the same way, such incidents may shake the trust of the customers to a great extent. Conclusion: To conclude, it becomes evident that the corporate ventures of all organisations are based upon the customer satisfaction, where in case the consumers demonstrate their dissatisfaction towards the organisation in any way, the firm tends to undergo losses and damages subsequently. Therefore the organisations devise strategic schemes, revise them time and again, and make all measures necessary for the customer satisfaction (Johnson & Scholes, 1993). It is equally the case with the security company, instruments of which had been purchased for installation by the high school; though these instruments turned out to be futile and useless ones in respect of saving the school from becoming the victim of theft. Since no customer allows a dysfunctional IT system in this age of technological revolution, getting no prompt response from the security corporation may put its reputation and sales into grave jeopardy, and the customers’ trust in them may shake significantly. Recommendations: Few recommendations have been made in the light of the above research. First of all, the school administration should hire the services of such a company that produces high quality products. Furthermore, the school management should also take the efficiency and performance of the personnel and workers responsible for the discipline and security of the organisation. In addition, while making the investigation, it should also be kept in view that some of the students had been expelled from the school because of conducting similar offense in past, after issuing of strict warning from the principal during the student assembly. Nevertheless, the school’s lacking proper security system caused such an unpleasant state of affairs. The technical staff should also be replaced with the responsible, honest and efficient personnel to ensure school security. Advantages, disadvantages and implications: One of the most essential advantages associated with this approach included that the school is considered to be one of the safest places for the students and teaching faculty members. Not only this that the students get admission at an educational institution for learning purposes, but also they are taught how to lead their life as well-educated, disciplined, law-abiding and mannered individuals of society. The appointment of the personnel for coaching the students and protecting their belongings also serves as an important part of teaching the students with regards to observing discipline and protecting their things from getting spoiled or theft. The installation of security equipment also mirrors the intention of the administration to secure everything in the school as well as get the children acquainted with the significance of security system in school and society. While discussing the disadvantages associated with the installation of security system, it becomes evident that the students seeking education at the school learn that the deceit, theft and negligence are essential part of social life, three of which were respectively committed by the security-company, unknown thieves and security staff. The security company also observed negligence while selling and installing the security instruments, and same was also committed by the security personnel that did not pay any heed to examine the validity and performance of the instruments. However, the unknown thieves, most probably the recently expelled students and their accomplices, which committed the crime of theft by making off with the monitors. Lastly, the customers expect quick action from the companies that are manufacturing and selling the IT systems; in case, the companies fail to submit apologies and replace the low quality and out of order products, they would wash their hands of the trust and loyalty of the customers subsequently. References Johnson, Gerry & Scholes, Kevan. 1993. Exploring Corporate Strategy: Text and Cases, 3rd ed. New York: Prentice Hall. Kincaid, Judith W. 2008. Customer Relationship Management: Getting it Right! New York: Pearson Edition. Kotler, Philip & Keller, Kevin Lane. 2006. Marketing Management. New York: Prentice Hall. Zikmund, William G., McLeod, Raymond Jr. & Gilbert, Faye W. 2003. Customer Relationship Management. New York: Leyh Publishing Company. Pp.81-88 Read More