ASSESSMENT 22256/01
Innovative widgets
Innovative widget has been operating successfully for over 50 years and it is the largest manufacturing company in Australia.
Vision of the company
Implement and internal culture of excellent customer service
Produce a vision and mission statement
Implement a policy and procedures for identify customer needs
Implement a policy and procedures for customer feedbacks
Implement a policy and procedures for managing complaints
Utilize the results of the RATER surveys to modify widgets standards
Issues:
Acceptable tolerance +/- 5%
Loss of 40% of sale
Existing machineries produce 70% of widgets with accuracy +/- 1% , 20% with accuracy +/- 10% and 10% with accuracy of more than +/- 10%.
Options on how to solve issues:
With an expense of $500 000 would guarantee accuracy of +/- 1% at least for 10 years or;
Repair current machineries for a cost of $100 000 and would guarantee accuracy of +/- 3% for 2 years.
CUSTOMER SERVICE PLAN
We are Australia's biggest Company of Widgets est. in 1952 and we are dedicated to being the best.
We aim to meet your expectations every time you do business with us and so we continue to invest in our business and will always strive to provide you with an exceptional level of service.
The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience. Innovative Widgets defines customer service as any activity provided by an Innovative Widget employee that enhances the ability of a customer to realize the full potential value of an Innovative Widget product or service before and after the sale is made, thereby leading to Customer Satisfaction and repurchase.
With this Customer Service Plan, we want you to know what you can expect when you choose h us. Below we set out our commitment to you.
Product standards
Provide a clear description of the product standards or specifications.
Use the information provided in the case study.
If the information for one aspect of the product is not available in the case study, use your own judgement to outline a reasonable standard.
Product (widget) aspect Product standard or specification
Dimensions Mean widget size = 10mm
Tolerances +/- 3% variance (0.03) = all widgets including tolerances = 9.7mm – 10.3mm
Pricing Competitive pricing which is determined by the size and materials
Material Metal and plastic
Delivery 3 day guarantee delivery via courier or pick up 24 hours after order taken
Customer information and market research policy and procedure
Outline policies and procedures for gathering customer information and
