Operation Management: Integrative Operation Analysis and Challenges Faced by Luxify

Operation Management
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Table of Contents
INTRODUCTION......................................................................................................................... 3
INTEGRATIVE OPERATION ANALYSIS....................................................................................3
OPERATION............................................................................................................................... 3
OPERATIONAL CHALLENGE.....................................................................................................4
TOOLS........................................................................................................................................ 5
DATA........................................................................................................................................... 6
ANALYSIS................................................................................................................................... 7
EVALUATION.............................................................................................................................. 8
CONCLUSION............................................................................................................................. 9
REFERENCES.......................................................................................................................... 11
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INTRODUCTION
In every process or method there is an effective and systematic operation which is to be
followed. Basically, integrative operation refers to combination of people, process, organisation
etc. This allows in attaining of goals and objectives in effective way. However, it is important to
analyse operation so that errors are identified and then accordingly changes are made. Through
it, changes are made to increase operational efficiency. There are many areas where variation
can occur in operation (Gholizadeh, and et.al., 2019). This report will discuss about operation
analysis of Luxify and challenges faced by in it. Along with it, tools and techniques of solving
challenges will be discussed. Besides that, data will be analysed and evaluated and at last
recommendation is given.
INTEGRATIVE OPERATION ANALYSIS
An operation is a combination of various process and methods which is followed to
complete a task. Within an operation process are interrelated to each other. In addition,
operation is developed on basis of needs. It defines steps by which task are carried out. By
analysing operation, it gives insight on what needs to be improved and where. The data is
gathered to measure efficiency of it. Hence, overall operational productivity is enhanced by
bringing change in process. Also, cost, schedule, etc. and other parameters are analysed.
There are various tools and techniques on basis of which analysis is done. This depend on what
type of operation is and need of organisation.
Here, it is found that Luxify is online market which is operating in Hong Kong. They provide
various types of goods to people. It is necessary for company to provide customer services to
people. For that there is a specific process or procedure which is followed. Through that, it
becomes easy to solve customer problem and retain them (Ichinose, and et.al., 2018). As
customer have many complaints regarding product quality, feature, etc. So, there is need to
provide quick and effective customer service.
OPERATION
In an organisation there are different types of operations to be performed. So, in them,
various process and procedure are applied which makes it easy to perform operation and attain
goal. Customer service is operation of providing after sales services. This is done in order to
take their feedback and retain them. Apart from it, customer issues and problems are solved in it
which allows in gaining their satisfaction. The main aim is to interaction with customer and
providing support to them. Moreover, it focuses on fulfilling customer needs. Furthermore,
customer service should be provided in consistence way and with efficiency. Besides that,
customer service has to be prominent enough so that issues can be solved. Basically, it is a
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very simple and easy process as it does not require specific defined method in it (Kang, Zhao,
and Horst, 2016). There are various types of customers which avail services. they may face
certain issues in it. It can be related to either product feature, quality, etc. This operation is
related with sales and marketing as it is useful in finding out how many customers are retained
(Kolos, 2018). Additionally, what are their needs and what type of issue is being faced is also
identified in this
OPERATIONAL CHALLENGE
It has been evaluated that there are several challenges which is being faced in customer
service operation. Due to that, overall efficiency is being interrupted and customer loyalty is
decreasing. This is because customer complaints are not being resolved. Other than this, there
is rise in number of complaints as well which is not resolved as process is too long. Moreover, it
is found that customer have to wait for long time to talk to representative because call are
transferred over again (Kolos, 2018). This can be seen in process map as well. So, it has led to
serious frustration among them. It has enabled in poor satisfaction of customer. Here, another
problem is customer issues are not solved and calls are transferred over and over again. It is
because the process is too long. Due to that, it is taking a long time to solve their problem.
Thus, these are all issues being faced in present operation of customer service. This is causing
delay in offering customer services because calls are being transfer over and over again (Liu,
and et.al., 2018).
There is need to address this operation problem so that customer service problem can be
solved and it allows in gaining customer satisfaction. However, it will result in setting of simple
procedure to address issues in effective way. It means that customer complaints will be properly
solved at once. Also, due to these challenges it is leading to decrease in customer satisfaction.
Therefore, by addressing this issue, it will enable in making things to streamline and smooth
flow of it.
Current process map of customer service-
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