Assessment 1 manage quality customer service
Manage Quality Customer Service –Case Study Foundry Distributions
a. Who are Foundry Distributions customers? Give examples of each
The foundry distribution customers are the people that purchase the Foundry services and use the services. Foundry distributions is distribution company so they use transport things to distribute the products to customers locations. The people that will use this service is:
There are also internal customers such as:
b. To start the transition of changing foundry industries into a customer driven organisation, Leah decides ensure that her department becomes an open communication environment. She wants to lead by example.
This will make the employees feel more comfortable to speak what they think instead of what others want to hear.
Make the organisation more customer driven by making decisions based on the customer satisfaction
Communicating expectations can improve the understanding of staff because they know what people are looking for.
This is more customer driven organisation because it considers the customers reactions.
People will not follow you if you are doing the wrong things.
Continuous feedback is good for making the organisation more open communication
Asking questions can make the open communication better. Also the counsel will improve the employee opening up to other employees
Teaching them new things will make them feel more useful and more important
Makes them feel easier to communicate openly with.
Make sure you fulfil your role and responsibilities before forcing others
This is important for trying to lead by example
Make sure that they work hard and do what is best.
c. How can she do this?
She can do this by making the organisation identify the customer needs. Foundry has to make the meeting for the managers and the important staff to brainstorm the customer requirements. This for the customers to be more attracted to the foundry company more than the competitor. Making customer driven organisation means to make the customer the high priority for the organisation. this is good.
Open communication is good for the employee be more clear. The employees will be better for communication and the organisation can grow because the employee can communicate good. They say ideas and build strong strategies which will be great for improving. Open communication is important for big companies because the organisation can work as a team and be more efficient.
Leah can lead by example by trying to implement more customer driven strategies and also trying to communicate more.
Do not tell others that they are wrong or that their ideas are bad. Encourage all employees to speak up and provide good feedback for honesty.
Identify what the customers need and want and make sure that the improvements will satisfy the customers more.
Tell the staff what you are expecting so they are not confused with their task
Identify customer trends, past customer feedback and analyse whether they will like the new change or not.
Follow the rules, complete you roles and responsibilities
Try to give feedback whenever possible
If there are any confusions or need clarification you should ask questions.
Observe the staff and identify weaknesses or mistakes that they are making and try to fix it
Speak to them about more personal things such as family and friends
Make sure that you do you work well and complete all your responsibilites
If people are scared or not confident enough, you should try to initiate so others will be ...
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