Overview of Management - Mission and Vision Statement

Running head: MANAGEMENT
Management
Name of the student
Name of the university
Author Note:

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Table of Contents
Introduction................................................................................................................................4
Mission and Vision Statement...............................................................................................4
Customers of the company.........................................................................................................5
Internal Customers.................................................................................................................5
Needs of the internal customers.............................................................................................6
External Customers................................................................................................................6
Needs of the external customers............................................................................................6
Product Quality Specifications...................................................................................................7
Customer Service Guarantees....................................................................................................7
Relevant Policies and Procedures..............................................................................................7
Customer Support Policy and Procedures..................................................................................8
Purpose of the policy..............................................................................................................8
People or departments of innovative Widgets.......................................................................8
Procedures associated with the policy....................................................................................8
Legislation relevant to the application of the policy..............................................................9
Year the policy was approved................................................................................................9
Customer Complaints Policy and Procedure..............................................................................9
Purpose of the policy..............................................................................................................9
People or departments of innovative Widgets.......................................................................9
Procedures associated with the policy..................................................................................10

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Legislation relevant to the application of the policy............................................................10
Year the policy was approved..............................................................................................10
Recordkeeping Policies and Procedures..................................................................................11
Purpose of the policy............................................................................................................11
People or departments of innovative budgets......................................................................11
Procedures associated with the policy..................................................................................11
Legislation relevant to the application of the policy............................................................11
Year the policy was approved..............................................................................................12
Bibliography.............................................................................................................................13

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Introduction
Quality customer service for any given organization is based on the motive that can
attract the customers and also maintain a great loyalty of the customers. The maintenance of
the quality of the customer service can ensure the presence of a successful management of the
business and ensure the success of the organization. A quality customer service can be said to
be involved in the entailing of an efficient, quick and friendly service and a great relationship
with the customers of the company. The management of a company generally ensures that
they are able to provide a sufficient response to the issues of the customers and handle the
different complaints in a great manner. The providence of a quality customer service can help
the organization to retain all the customers and ensure a long term business success. The
presence of these people can thus ensure the success of the business organization in a proper
and efficient manner. The quality management process involves a large number of steps and
efforts from the part of the management of the company.
The following report is based on the identification of the quality customer service that
is provided by simulated business named Innovative Widgets Company. The customer
service plan of the company along with the development of the quality management service
has been understood here and has been reflected in a proper and effective manner. The
following explains the importance and usefulness of the different types of the customer
service plans. The complaints of the customers and the process and methods applied by the
management to handle them has also been explained in the report.
Mission and Vision Statement
The vision and mission of the company are important for the success the organization
in the modern days. Both the mission and vision of the company are dedicated towards the

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maintenance of a great quality of the products. The mission and vision statement are as
follows;
a. Mission Statement- The mission of the management of Innovative Widgets is to
deliver the best service experience and lead the service of the customers by providing
them the best expertise. The company also has the mission to provide the best
capability to the customers so that they are able to realize the best customer value.
The presence of the best customer value is thus important to the success of the
organizations in the most efficient manner.
b. Vision Statement- The vision of innovative budgets is to formulate different plans to
ensure the satisfaction of the customers. The action plans must be prepared in such a
manner that they will be able to deliver the best within a particular schedule. The
maintenance of the time schedule thus stands out to be quite important as it
symbolizes the importance of maintaining time to satisfy the customers. The
management of Innovative Budgets has fixed a time period of 5 years within which
they have aims to overshoot the given target.
Customers of the company
The customers of the company includes both internal and external customers who
forms the inner and outer circles of the organization. The internal and external customers and
their requirements from Innovative Budgets has been presented below;
Internal Customers
The internal customers are all the different stakeholders who are within the company.
The internal customers are the ones who form the inner circle of any given organization and
has a great role to play in the development of the business. The Internal Customers of
Innovative Widgets are the different working departments within the business. This includes

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the likes of the Human resource department, production department, operations department,
senior and low level management as well as the marketing and sales department. The internal
customers of the organization are satisfied through the implementation of a number of
different processes. This includes the creation of service standards, creation of employee
training, management of the business performance and also the inclusion of the process
improvement teams within the business organization.
Needs of the internal customers
Some of the major needs of the internal customers are as follows;
a. Following all the policies and the procedures of the organization
b. The management of the communication within the organization
c. The proper organizational management
External Customers
The external customers of the company are the ones who generally uses the products
and goods of the company and are not a part of the organization. The external customers of
the organization includes the likes of technology companies, individuals, sole traders and
many more as such. The external customers always expect a great quality product. Apart
from a good quality service, the external customers can also be satisfied through the
establishment of a great customer value policy, development of a great company reputation
and also be responsive to the concerns of the business organization.
Needs of the external customers
Some of the major needs of the external customers of Innovative Widgets are as
follows;
a. The external customers prefer delivery of the different products just on time which is
highly important for business success and customer satisfaction

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b. The external customers also require a detailed list and specifications of the different
types of the business products which is important for success
Product Quality Specifications
The product quality specifications for Innovative Widgets is an important element of
business success. The product quality specifications for the Widgets of the organization are as
follows;
a. A clear and detailed discussion and description on the different types of the widgets.
The specifications on the widgets can help a customer to gain knowledge on the
product quality and then take decisions to buy them
b. Guaranteed quality even after the total use of the products
c. Following all the different quality standards is also important for business success
Customer Service Guarantees
The customer service guarantee of Innovative Widget is another major importance of
the organization. The guarantee that has been presented by the management of the
organization includes the likes of the;
a. Purchase related problems are addressed by the management of Innovative Widgets
b. The company guarantees to sell the widgets within a reasonable as well as a fair price
to ensure that it remains within the scope of all the individuals
c. Following the time schedule and delivering the products within the perfect time is
highly important for business success

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Relevant Policies and Procedures
The different policies and procedures that are important for the success of the
organization includes the likes of the;
A. Customer Support Policy and Procedure
B. Recordkeeping policy and procedure
C. Customer feedback and procedure
D. Customer information and research centre policies
Customer Support Policy and Procedures
Purpose of the policy
The purpose of the following policy is to develop different types of processes that can
help to deliver different kinds of the business support to the customers of the business. The
policy can also help the customers to gain the business support in a proper and efficient
manner. The policy can help the customers to follow on the different customer support
practices of the organization properly.
People or departments of innovative Widgets
The customer service departments of the organization needs to assess the business
policies in a proper and efficient manner to ensure success. The major people or departments
of Innovative Widgets includes;
a. Sales Department
b. Marketing Department
c. HR Department
d. Operations Department
Procedures associated with the policy
The major procedures that are included in the following policy includes;

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a. Ensure a greeting code for the customers. A greeting to the customers can help
present a proper and good image of the company
b. Asking the customers on what help does they need
c. Setting up a help desk for the customers
d. Providing correct information is one of the major requirements of the organization
Legislation relevant to the application of the policy
The management of Innovative Widgets needs to follow some legislations to ensure
the implementation of the customer support policy and procedures. The different legislations
includes the likes of;
a. Occupational health and Safety Act 2004
b. Privacy Act 1998
c. Anti-Discrimination Legislation
d. Equal Opportunity Act 2010
e. Competition and Consumer Act 2010
Year the policy was approved
The policy was approved in the year 2011.
Customer Complaints Policy and Procedure
Purpose of the policy
Customer complaints are an important part in the management of the company in a
proper and organized manner. A proper customer complaints policy and feedback system can
help the organization to develop in a more swift and ethical manner. The main purpose of the
policy of complaints in Innovative Widgets is to ensure the smooth running of the business
operations and also the continuous and proper following of the different requirements of the
business enterprise. The scope of the policy is all about the management of the different types

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of the complaints that are received by the management from the customers of the
organization.
People or departments of innovative Widgets
The major department that is in charge of implementing the following policy is the
Human resource Department of the business organization. The Human Resource department
of Innovative Widgets can help the management to implement the policy and ensure the
absence of any form of issues from the part of the customers. The management of the
customer complaints in a strategic manner is key to the success and sustainability of the
organization in the competitive market.
Procedures associated with the policy
There are different procedures that are generally associated with the policies of the
customers. This includes the likes of;
a. Greeting the customers in a proper manner
b. Listening to the customer complaints with proper patience
c. Using professional level of expertise to review the issues that deals with faults in
customer goods of Innovative Widgets
d. Finding a suitable resolution for an issue that can helps satisfy the customers
e. The customer service manager must be consulted in case of major issues
Legislation relevant to the application of the policy
The different kinds of the legislation related to the application of the customer
complaints policy includes the likes of;
a. Competition and Consumer Act 2010
b. Equal Opportunity Act 2010
c. Occupational health and Safety Act 2004

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Year the policy was approved
The following policy was updated and then approved by the management of the
organization in the year 2015.
Recordkeeping Policies and Procedures
Purpose of the policy
Recordkeeping is naturally one of the most important elements of the business process
and recordkeeping activities can help the management deliver a better performance in the
future years. The purpose of the recordkeeping policy is to ensure and establish the different
guidelines that can help the management to meet the different system requirements. The
recordkeeping policies manages and keeps a record of all the employees under the company.
People or departments of innovative budgets
The Human resource Department has separated a small department for maintaining
the recordkeeping. The management of the company has also provided digital solutions to
make all the records digital in order to increase its scope and availability.
Procedures associated with the policy
The different procedures that are said to be associated with the policy includes the
likes of the;
a. Keeping secret and confidential records
b. The management of the company allows the employees to access their records at any
given point of time
c. The employees are not allowed to destroy the data

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d. Documentation of the process and the digitalisation of the organization is important
for the success of the organization
Legislation relevant to the application of the policy
The different legislation that are related to the following policy of recordkeeping are
as follows;
a. Privacy Act
b. Do Not call register act 2006
c. State records Act 2000
d. Anti-Discrimination Legislation
Year the policy was approved
The policy of recordkeeping was accepted by the management of Innovative Widgets
in the year 2015. However it was updated and made fully digitalized in the year 2018.

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Bibliography
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Shooshtari, N.H., Stan, S. and Clouse, S.F., 2018. Receiving, Recording, and Responding to
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