Manage Quality Customer Service Assignment : Innovation Widget
Added on 2020-10-05
23 Pages6039 Words405 Views
Business DevelopmentFinanceProfessional DevelopmentData Science and Big DataMechanical Engineering
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Manage qualitycustomer service
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Investigate, identify, assess, and include the needs of customers.........................................11.2 Ensure plans achieve the quality, time and cost specifications.............................................4TASK 2............................................................................................................................................42.1 Deliver products and services to customer specifications within organisation’s businessplan..............................................................................................................................................42.2 Monitor team performance to consistently meet the organisation’s quality and deliverystandards......................................................................................................................................52.3 Help colleagues overcome difficulties in meeting customer service standards....................63.1 Develop strategies to monitor progress in achieving product and/or service targets andstandards .....................................................................................................................................63.2 Develop and use strategies to obtain customer feedback .....................................................83.3 Develop, procure and use resources effectively to provide quality products and services...93.4 Make decisions to overcome problems and to adapt customer services.............................103.5 Manage records, reports and recommendations .................................................................11CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................13
INTRODUCTIONCustomer service plays an imperative role growth and success of every businessassociation. It entails with taking care customers' needs in terms of providing or delivering themhigh quality service and also provide assistance before and after purchasing. Most successfulbusinesses recognize the importance of providing outstanding customer service. A courteous andempathetic interaction with a trained customer service representative can mean the differencebetween losing or retaining a customer. When problems arise, customers should receive timelyattention to the issue. Prompt attention to emails and phone calls is critical to maintaining goodrelations. The customer planning process of the firm ensure that people are getting highercustomer satisfaction level (Ryu, Lee and Gon Kim, 2012). Customer service adds value to aproduct and builds enduring relationship. In this modern era, business organisations are tend toacquire new and innovative customer services so as to gain high competitive edge and marketshare. Along with this, purpose of this document is to implement a framework towardsimplementation or maintenance of an appropriate data or record management system. InnovationWidget is the chosen organisation in this present assignment which is committed to managenecessary records which are able to meet business needs as wells as its legal and financialrequirements. TASK 11.1 Investigate, identify, assess, and include the needs of customersAbout Innovations Widgets – Basically, innovation widgets is a leading producer ofWidgets in Australia which was implemented in 1952. These Widgets are used as elements forvarious types of machinery, including industrial or domestic machinery. Innovative WidgetsInnovative Widgets is small firm with about 50 employees. All of their widgets are welldesigned, functional and produced by managing high quality services. In addition, customersover Australia expects to get qualitative and value added products at competitive prices.Although, to run effectively of these innovative widgets various departments or staff are liablefor different roles and responsibilities at workplace (Mok, Sparks and Kadampully, 2013). 1
Appendix 1: Customer Service plan Template2
Innovative Widgets Customer ServiceCharter3
Welcome to Innovative Widgets!Our vision and mission:Create a vision and mission statement thatincludes reference to customer servicesVision and mission statement of thecompany – Vision statement of the companyencompasses with how firm will envisioncustomer services being delivered in thefuture. On the other hand, the missionstatement of small businesses insists will whata firm will do to accomplish its vision. Thismay encompasses with firm's function,objectives as well as philosophies. VisionThe vision statement of InnovationWidget is to be market leader in last fiveyears in terms of customer service satisfactionby delivering timely and responsive serviceswith integrity, generate passion for excellencewhile meeting buyers' expectations. Mission of the company: -Innovate new ways of manufacturingand testing widgets Deliver consistently high-qualitycustomer service internally andexternally Keep Australian businesses buyingAustralian widgets through qualityproducts and second-to-none customerservice 4
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