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Determination of Service Quality Standard Assignment

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Added on  2019-10-31

Determination of Service Quality Standard Assignment

   Added on 2019-10-31

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Running head: DETERMINATION OF SERVICE QUALITY STANDARDDetermination of service quality standardName of the studentName of the universityAuthor note
Determination of Service Quality Standard Assignment_1
1DETERMINATION OF SERVICE QUALITY STANDARDDetermination of service quality standardIn the present business scenario, contemporary business organizations have to provideeffective customer service in order to maintain the retention rate of the customers as well asenhance the level of loyalty of the existing customers (Jahanshani et al. 2014). This concept isnot only applicable for the service sectors, but also for the manufacturing sectors. This is due tothe reason that, in the case of the manufacturing sector, providing tangible products to thecustomers will not enhance the customer experience but also they have to provide effective aftersales service and various schemes related to the customer relationship in order to provideeffective customer service (Wong et al. 2015).Current business scenario of Caterpillar Caterpillar is one of the leading organizations in offering diverse range of heavy miningmachineries. They have their operations around the world and are having more than 100 years ofexperience in this field. However, in the recent years they are facing issues related to thecustomer service (Wilson et al. 2012). Various competitors are being emerged in the market,which are offering more cost effective service to the customers. Thus, the business potentiality ofCaterpillar is being adversely affected. Thus, the Latin American wing of Caterpillar has initiateda scheme of customer service agreements. It is being projected that the initiation of the customerservice agreements will help to gain competitive success factors and will provide effectivecustomer service.The major stakeholders of Caterpillar include the customers, distributors, employees andthe dealers. The proposed customer service agreements will involve all the stakeholders and itwill be implemented in a holistic approach. The dealers and distributors will be involved to
Determination of Service Quality Standard Assignment_2
2DETERMINATION OF SERVICE QUALITY STANDARDenhance the distribution networks and to provide effective and efficient customer service in theservice centers. The industry where caterpillar is currently operating is having the core productof the tangible item, but the augmented product is of the service being provided to the customers(Beltagui et al. 2012). In the case of caterpillar, they provide mining machineries to theircustomers. However, it is being seen that a major portion of the existing customers are opting forother service providers for the after sale service or for the mid life services. Thus, providingeffective customer service will not only retain the existing customers, but also increase theirrevenue generation (Khan and Inamullah 2012). Service characteristics The service portfolio of caterpillar includes refurbishing the old products for the existingcustomers, financing services and insurance services. In this case, all of the above stated serviceswill have their own significance in providing effective customer service. The refurbishing of theold machinery will help the existing customers in extending their life span of the machineries(Caixeta et al. 2013). Moreover, the refurbishing technologies being involved in the service ofthe caterpillar is more superior than that of the services being provided by the third partyvendors. Thus, the loyalty of the customers will be increased if they can maintain their productsas new one. The second service being provided by them is the financing service (Bernel et al.2014). By providing this service, they will be able to provide the customers financial assistancein buying new products. Customers will have the options of paying in installment schemes. Thus,the customer convenience and customer experience will be more in this case.The last service being provided by them is the insurance service. The machineries beingoffered by caterpillar is more vulnerable to the wear and tear and thus, there is more chance of
Determination of Service Quality Standard Assignment_3

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