Quality Customer Service - Assignment Example

Quality customer service. (Name) (Instructors’ name) (Course) (Date) Question 1. Customers’ needs on the quality of Colesworths products According to the products produced at the Colesworths organization, the customers need the best quality products from the goods sold. The customers who need personal fitness costumes need costumes that will be comfortable to them as well as the last longer. Therefore, the customers need the best quality products, made of the best material that will allow them to perform their exercises. Basing on Time, the customers expect that the time required for maintenance of the personal fitness and gym costumes. Additionally, the consumers need to have products that take minimal time to be ready for use, which include drying period after cleaning. The cost of these products, as is the expectation of the customers should be fair in relation to the quality of the products (Rose, 14). Therefore the scenario is expected to tag prices that will enable many customers to purchase the goods as well as catering for the other business enterprises that get these goods and act as the second marketers. The assumption thereby on these three expectations, the Colesworths should produce good quality products that are used in the Gym and body fitness. As a result, the marketability of the product will be high. Also, the cost should be relatively cheap and affordable to the users and other marketing enterprises whose task is to buy the products and distribute them to the consumer in less marginalized markets. Additionally, the consumer expects that the firm delivers the products to them in good time, without delay. Question 2. Plan thereby to ensure satisfaction of the customer’s needs for quality, time and cost. In response to time, the company should create time to meet their intended audience to create trust in their organization. The meeting will also make the audience aware of the management of the company they buy goods from. The audience should also take the time to go through the organization’s blog for more information. On quality, the products should be made of the best quality that will allow the customer to use them for a longer period. Due to the production of best quality personal fitness and gym wears, the company will be marketed to a greater percent thus the demand increasing. Besides, the competitors will be challenged when the products from Colesworths are demanded to them due to improvements in the quality of the products. In response to the expectations of the customers on the cost, the management of Colesworths should set prices that are suitable for the consumer pockets. Besides, the creation of blogs that the audience will use to learn more about the organization reduces the cost for the consumer to visit the organization for information as well as the cost that the organization could undergo moving to the audiences to offer training on the brand’s details (Scott-Jackson, 37). On quality, the firm should produce goods of various qualities. The various quality will allow the consumer to select from the available goods in the market according to ones’ preference. As a result, the needs of the consumer will be provided thus satisfying the needs of the consumer. The organization is expected to develop and the contracts from the marketing agencies whose products are got from the Colesworths are impacted too. Colesworths should ensure that the products brought by different customers are delivered to the respective addresses in the respective time as the delivery cost be relevant to the distance to the address in order to win back the lost customers. Question 3. Process on how to identify market trends for the products of Colesworths. The best method that will help identify the market trends is to get reviews from the gym organizations. The consumer will give their comments on their view of the prices set for the various products from the Colesworths (Rose, 14). Additionally, the Human resource will give adequate information to give the trends of the production at Colesworths. The records at the HRs office in the firm will give the report on the tenders given to other marketers as well as the records of the products collected directly from the firm by the customers. Also, the reviews of the management at the Gym organizations will provide the comments made by their consumers on the gym products from the Colesworths. The final process to obtain the trends of the marketing of Colesworths goods is to be collected from the market where the departments that sell these products from different companies give the trends on how the Colesworths goods are demanded in comparison to their competitors. Question 4. How to ensure that the deliveries are made accordingly. For effective delivery of products from the Colesworths Company, the delivery team should be held responsible for all deliveries. From the orders made by the customers, the delivery team should check the distance of the address and plan on the delivery time as well as the fastest medium to use for the delivery (Scott-Jackson, 39). Therefore, if it is using road transport to deliver the goods, the transport medium should be trust worthy. Therefore, there should be no cases of loss of goods during delivery. On air delivery, responsible deliverers should be entrusted with the delivery task. Therefore before any products are given out for delivery, should be recorded against the individual in charge of the delivery. Also, the recipient of the products should be included in the signatory to verify excellent delivery of the goods, in good condition. Additionally, the delivery team has to sign each good tabled to him to deliver. The customer should also sign in a sheet that is as accompanied with the delivery team member. Therefore, this will reduce cases of goods being delivered in poor conditions, delivery of wrong goods as well as goods not being delivered to the respective customer. Question 5. Monitoring to ensure quality and delivery standards are met. The Colesworths management team should always keep verifying the quality of their goods. This can be done by checking as well as adjusting the quality of their products in comparison to those of the competitor’s companies (Rose, 14). As a result, the quality of the products produced by the Colesworths team is found to be updated always thus keeping a constant of an increasing trend of demand for the products. On ensuring that the delivery standards are met by the delivery team, the management of Colesworths should have a delivery procedure that all the team members should follow. The procedure should have a signatory sector where all the customers should sign upon delivery of the rightfully ordered goods. Also, the team members should sign against the recipients’ signature as a verification of delivery of the right goods. Besides, on the delivery of goods, the team members should adhere to the time limit given for the products to be delivered. The time limit is set by the Colesworths management team thus the delivery team should never give excuses of larger distance to deliver the products. This procedure will reduce delivery to the wrong address as well as delivery of the wrong products to the customers. The management team at the Colesworths should set a principle that once products have been delivered to the customers, there is a chance for the return of the goods at all conditions. Question 6. A) Managers evaluation and monitoring of their performance. The manager can evaluate and monitor their performance through checking on the progress of the firm. If the production and marketing of the company are progressing ing through their governance, it is, therefore, an insinuation that their management has been a success to the organization. If the profitability, production, and marketing of the organization are retrogressing, it, therefore, means that the manager has not performed their duty to the expected limits (Rose, 14). Therefore the respective measures are sought for the manager to adjust to, in reaching a success line to the Colesworths. The manager can also evaluate his performance by seeking for reviews from the employees as well as from the frequent customers at the company. Also, other irregular customers can also help the manager evaluate as well as monitor his performance to the Colesworths Company. B) Seeking opportunities to improve the performance of the manager at Colesworths. The manager at Colesworths should seek learning opportunities from other organizations that produce the same goods as his’ (Scott-Jackson, 46). This will help gain new skills and strategies on how to run the firm. The organization chosen to be benchmarked should be having higher production progress than Colesworths. The manager should also send some employees to benchmark other organizations despite the products produced to gain additional knowledge on production, marketing as well as delivery of their goods. Question 7. A) How to assist team members to overcome difficulties in meeting the customer’s expected standards. The team members are to be given chances to learn on how to meet the expectations of the customer through gaining knowledge from other employees who still had the same problem within the Colesworths. Benchmarking will also help these employees too as others are taken for training on the same issue. Other employees too at Colesworths should take part in helping their colleagues to overcome their difficulties in meeting the expectations of the customer's services and standards as well. The best communication method to be used in assisting these individuals is through oral/verbal communication methods (Rose, 14). Part B. 1. HOW THE FOLLOWING IMPACT BUSINESS OPERATIONS. a) Anti-discrimination law. The anti-discrimination law impacts the business operation since the law is against discrimination of anyone. The discrimination is against racial discrimination, tribal among another discrimination basis. As a result, union and fairness in the distribution of goods, as well as delivery of goods, will be achieved. Also, the law impacts production of goods as well as recruitment of employees thus the employees giving their diverged opinions towards the success of the Colesworths firm. b) Australian Consumer Law The Australian consumer law offers protection to the consumers from fraud sellers. The consumer law ensures the customers get the goods ordered and at the right process. The law has an impact on the business operation since it regulates the prices of goods (Scott-Jackson, 43). The business operations end up experiencing a regulated profitability as a result of the regulations by the consumer law. The consumer law, on the other hand, led to much development in the business operations whereby the firms adjust to ensure that they get to the expectations of the consumers. c) Industry codes of practice The industry codes of practice ensure that the employees, consumers as well as the worker's objectives are met. The code impacts the business operations such that they evaluate all the objectives from their employees and customers as well. They also make an assessment on the strategy to follow in order to meet all these objectives. d) Work, health, and safety The department here ensures the employees have a cover to their work, safety, and health as well. This impacts the business operations whereby the company is forced to offer safety, health cover to their employees as well as work policy protection to the employees (Rose, 14). Therefore, the business operations are negatively impacted on profitability. e) Ethical principles Ethical principles of people are variated. Different business operations have people of different ethical beliefs. The ethical principles impact the business operations whereby the organizations are fixed to allowing ethical belief relief to all their customers, employees as management as well. 2. The importance of public relations and products promotion to Colesworths. The importance of public relation, which involves effective communication, is that the employees and their intended audience are made aware of the prevailing strategies at the Colesworth. It opens a chance for the targeted audience to communicate, accept as well as understand the organization. Therefore, the organization needs to have professional employees who work in the public relation department. These professionals are required to formulate creative programs as well as editions that are to be aired to the audience through media since the public relation is the backbone to the success of any organization. Through public relation, the organization is legible to understanding the views and comments of the public, who are their audience. The key aim of practicing public relation by the Colesworth is to make the organization more visible to the targetted audience. Additionally, promotion is also important to Colesworth since it will sensitize the targeted audience of the presence of the goods thus promotion motivating audience to get the goods from Colesworth. Also, products promotion induces the audience as well as being used to introduce the new products in the market (Scott-Jackson, 46). It is through a promotion that the Colesworth production and brand is made loyal to the audience as well as the generation of sales being created. Works cited Scott-Jackson, William, and Jonathan Michie. "Culture and Business Operations: How the Gulf Arab Leadership Style Impacts a Contingent Human Resource Management." Business and Society in the Middle East. Springer International Publishing, 2017. 31-47. Rose, Nick. "Food sovereignty." Arena Magazine (Fitzroy, Vic) 123 (2013): 14. Read More