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Process Design (Operation Management) - Essay Example

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Food service is one of the unique services on the increase (Khanna, 2007). McDonald’s pioneered this kind of approach where fast food delivery was treated as a…
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Process Design (Operation Management)
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Process Design (Operation Management)

Download file to see previous pages... The approach aimed at delivery of high quality, unique and uniform mix of prepared foods in a clean environment and cheerful courtesy. It is a face-to-face kind of delivery but the employee never touches the product but only delivers to the customer (Khanna, 2007).
In the self-service approach, the company involves customers in the production of services. This is done to improve the efficiency and quality of services provided by the institution. This enhances customer service delivery satisfaction and appreciation of the company’s services (Mottershead, & Woods, 2003). This kind of approach also reduces time taken in the delivery of services and allows the company to concentrate on effective and efficient delivery of services (Mottershead, & Woods, 2003). In the food service, customers can order for desired type of food through the company website and they can be delivered as per the customer requirements and on time. Customers can also pay for their specific orders online and file complaints to the company. Through this approach, the organization will be able to tackle addressed problems as well as enabling customer satisfaction(Mottershead, & Woods, 2003).
Another method commonly used by companies is personal attention approach. This approach is aimed at developing a positive relationship between individual sales men and customers. A good example of this kind of approach is the kind of service offered in hotels (Khanna, 2007). This allows for customer loyalty in service delivery and to the company. Since employees contact the customers directly, service delivery is efficient (Khanna, 2007). It is also easier for the customers to express their dissatisfaction or gratitude to the organization. The employees also come familiar with the customers’ tastes and preferences and delivery of services will be efficient since they know what customers need. Hotels with this type of approach even go to the extent of sending birthday cards or ...Download file to see next pagesRead More
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