Quality Management: Customer Handling Issue in Diploma of Business Management

This report focuses on customer handling issues in Woolworths Company and suggests ways to improve quality customer services. It includes a questionnaire survey and analysis of customer characteristics, values, beliefs, and needs. The report also suggests implementing a six sigma quality check program and installing advanced technologies to enhance customer satisfaction.

QUlaity management
Customer handling issue
Diploma of Business Management
Name of the author-
University Name-

Table of Contents
Task-1..................................................................................................................................... 3
Task-2..................................................................................................................................... 9
Part-A.................................................................................................................................. 9
Description of company......................................................................................................9
Part-B................................................................................................................................ 11
Answer to Question No. 1....................................................................................................11
Answer to Question No. 2....................................................................................................11
Answer to Question No. 3....................................................................................................13
Answer to Question No. 4....................................................................................................13
Answer to Question No. 5....................................................................................................13
Part-3................................................................................................................................ 13
Presentation task.............................................................................................................. 13
Task-3................................................................................................................................... 13
Answer to Question No. 1....................................................................................................13
Answer to Question No. 2....................................................................................................14
Answer to Question No. 3....................................................................................................14
Answer to Question No. 4....................................................................................................14
Answer to Question No. 5....................................................................................................15
Answer to Question No. 6....................................................................................................15
Answer to Question No. 7....................................................................................................16
Answer to Question No. 8....................................................................................................16
References........................................................................................................................... 17

Task-1
With the changes in economic condition and complex business structure, each and
every organization needs to create competitive advantage to win over the rivals. In this report,
three different tasks have been undertaken and proper answers have given for all the asked
questions.
Question/Answer
Q1
.
Imagine you work in a shop. List three things you can do to engage with a new
customer walking into the store.
Three things to engage with a new customer walking into the store are as follows:
1. Reward on a personal level- Honouring a customer on a personal level simply gives a
positive gesture towards them. Maintaining a personal data and call them by their
name on their second visit makes them feel they matter.
2. ‘Free’ A Magical word- It gives customers a chance to know your product and
services without spending any money. This increases product marketing also.
3. Discount and Offer – This is a very creative and low cost way which attract customer
to the store. Customer see these discounts as good deal to save money (Magids,
Zorfas 2015).
Q2
.
In your own words, explain what is meant by the term “vision” when used in a customer
service plan.
Vision in the context of customer service plan is termed as the standards and plans to
provide excellent customer service. In these strategies customers are treated with
dignity and respect and their needs are fulfilled they approach the businessman. It
gives an interactive approach in which enterprises learn to treat different customers
differently. Customer service plan gives employees an understanding of what the
vision and organisational goals are and help them understand their responsibility to
achieve their vision. An organisation with its customer service vision teaches skills

Question/Answer
and better experience to its unprepared and untrained employees for dealing with
customer issues (Jenkins, Ford 2018).
Q3
.
In your own words explain what is meant by the term “mission” when used in a
customer service plan.
Mission statement is made to achieve the vision of any company or organisation. It
describes the organisational goals, functions and philosophies. The mission widget
conveys to its customer a passion and consistency in delivering their best service
experience. Mission statement in customer service plan is basically to spread the
optimism by inspiring healthier communities by connecting people (Hill, Alexander
2017).
Q.
4
How do industry codes of practice affect your role of managing customer services?
Industry codes of practice provides benefits to both the industry and consumers in
enforcement and creation of appropriate industry practices formulated by experts.
These practices gives protection and safeguard to the consumers. These practices are
flexible towards industry code that allows businesses to manage market issues which
are adaptable to changing consumer needs (Epstein 2018).
Q5
.
List the different records that need to be kept and reviewed to ensure quality customer
services.
To ensure quality customer services company needs to keep these records:
(Kondasani, Panda 2015)
1. Keeping customer information private and confidential.
2. Collecting complete information of customer for better services.

Question/Answer
3. Recording complaints for better grievance redressal.
4. Rewards programmes for customers
Q.
6
What factors may reduce/restrict quality customer service?
Factors which reduce quality customer services are as follows:
1. Un-trained customer service team- It makes low service quality because of inability to
resolve issues as they are unable to deliver better customer service.
2. Lack of technological knowledge- In recent technological development every
customer wants to solve their issues with best efficient manner which is not possible
without good knowledge of technology and better tools.
3. Team Work- Every customer wants to resolve their problem without running from
one department to another if employees monitor every chats of other employee then it
will be easy for them to resolve issues of customers without any hurdle (Conway,
Briner 2015).
Q.
7
List five different interactions made with customers in every business?
Edelman, Singer (2015) said that In every business there are many interaction are
made with customers to make every interaction an opportunity in their business.
These are like:
1. 360 degree customer review by the employees in support of improving customer
satisfaction.
2. Technological approach to be more personal towards customer to build a customer
friendly relations.
3. Empathy and gratitude towards customer’s complaints and issues.
4. Transparency and communicative interaction to make a good relation with customers
and improve customer service of the company.
5. Capture their feedback for the better review of products and services and act

Question/Answer
accordingly.
Q.
8
Service breakdown occurs when any product or service fails to meet the customer
expectations. Describe the steps you would to take to rectify a service breakdown.
When any breakdown occurs because of any product or service fails to meet the
customer expectations it is needed for any company to rectify it by some of these
steps:
1. Empathize immediately by acknowledging their feeling.
2. Immediate action for the service recovery with anticipating their needs and making
the amendments.
3. Offering alternatives for their products and services because of which customers are
dissatisfied (Mostafa, Lages2014).
Q.
9
List thee different strategies for obtaining customer feedback.
Strategies for obtaining customer feedback are as follows:
1. Reach out low score feedback- In overall collected feedback company should focus
on low score feedback with its more detailed information. Contacting personally to
the consumer humanize the experience for customer services.
2. Make survey in a less count- Make survey in a concise manner as customers do not
have patience to response all the questions. Easy and understandable questions
specific to the information of your company’s products or services allow customers to
give qualitative responses.
3. Share survey across the company- This process reflects not only the work of
consumer service representatives but the efforts of the whole company. It improves
the consumer service experience overall (Celuch, Robinson 2015).

Question/Answer
Q.
10
How do customer protection laws affect your company?
Consumer protection laws have a direct impact on small or large companies. In these
laws consumers have right to sue advertisers under state laws for the deceptive
products on which they are relying. Consumer protection laws give a potent weapon
to the buyers in the form of punitive damages. These laws affect employer–employee
relationships (Cerqueiro, Penas 2016).
Q.
11
Outline and describe what briefly what is meant by Anti-Discrimination, and how it
would affect your role as a customer services manager?
Anti-Discrimination means acts or legislatures which are opposed to the unfair
treatment towards someone in respect to sex, age, race etc.
Anti –Discrimination is a broad aspect which is widely applied to many aspects of
customer services. Which means that less favourable treatment in giving any services
to its customers, the way products or services are supplied and the terms which are
followed equally for all the customers by the services managers (Crane , Matten
2016).
Q.
12
What are National Privacy Principles?
The National privacy principles (NPPs) covered in schedule 3 of Privacy Act 1988. It
includes provision regarding how large businesses, non-governmental organisation
and small businesses are regulated and handle personal information. In NPPs it covers
collection, disclosure, use and access to that information for any correction. It is
applied to private sector organisations whose annual turnover is $3 mission or more
(Pardo, Siemens 2014).
Q.
13
What information you should try to find out from your potential customers while
researching their needs?
To understand the needs of potential customers one should identify their potential

Question/Answer
customer with their basic information like age, gender, location it gets easier to reach
out with the best possible way with your product. Secondly it is necessary to
understand why they want to shop your product or for that what methods they use to
buy it and how much they spend to get fulfilled their needs. After knowing all these
information one seller should get familiar with their customer and it becomes easier
for them to communicate with them in a unique and unconventional way
(Sorabayashi, Sasaki 2016).

Task-2
Part-A
In this part, the chosen organization is Woolworths Company which has been indulged in
offering the retail services to its clients. The main purpose of this report is to identify how
company could provide the quality services to its customers. The main focus has been made
on the values, belief, choice of action and customer needs. This report analysis organization
and its offering, client’s need and demand and the corporate governance practice of company.
Description of company
This company is major Australian company with extensive retail interest in selling goods and
services around the globe. The current CEO of company is Bradford Banducci who takes all
imperative decisions. Currently, the share price of Woolworths is traded at
WOW (ASX) A$ 28.29 +0.05 (+0.18%). Company has been adopting client based
customized business process chain to satisfy their needs and demand in long run.
There are several departments such as value chain analysis department, policies formulation
department, functional department who takes all the imperative functions to deliver the best
possible outcomes to clients from company’s retail stores.
Product and services provided- Woolworths provides all types of goods through its online
and offline channels by providing its retail chain services.
Methods used to research and client’s need and demand
I have used primary and secondary research methods to collect the required amount of data to
identify the client’s need and demand. The primary methods include observation, direct
contact, questionnaire, and sample survey. On the other hand, secondary method includes all
types of journal articles, annual report of company, production process cost sheet and official
gazettes which could be useful to gather the information about the clients and their needs in
retail industry market.

Summary of the gathered information
There are the several information which has been gathered to determine the customers values,
belief and characteristics and their needs in market.
Customer characteristics
It is analyzed that most of the clients are female and young who are inclined towards buying
goods from the retail stores. Customer’s values, belief and social culture reflects that they are
likely to pay more for the goods if the services and quality of the content offered is good.
Customers need
All the clients in retail industry are more inclined towards buying the retail goods from the
organization which undertakes advance technologies and system process. It is analyzed that
clients are ready to buy goods from the online secure portal where it will save their time and
cost as well. Clients want to buy quality products by using the advance technologies which
could enhance their shopping experience in effective manner.
Planning of quality customer services
In order to implement the quality customer services for clients, Company needs to embed six
sigma quality check program and policies and rules should also be amended as per the newly
developed plans. Afterward, the objective and gaols needs need and their satisfaction level.
Woolworths also needs to focus on installing new technologies and system process to
strengthen the online business and enhancing client’s satisfaction.
The developed quality customer services plan should meet the data privacy act, legal
professional act to satisfy clients and legal transparency laws. It will keep the client’s data
safe and secure. In addition to this, six sigma quality approaches should also be adopted by
company to strengthen the quality work program (Schuelke-Leech, Barry, Muratori, and
Yurkovich, 2015).
Conclusion
After analysing all the details and gathered information, it could be suggested company needs
to focus on strengthen its online business program. It will not only allow company to offer its
services effectively but also keep the business one step ahead from those of other rivals in

market. Now in the end, it could be inferred that company should embed six sigma quality
check program and adapt its business policies and rules as per the clients and installing
advance technologies to increase the overall satisfaction level of clients.
Part-B
Answer to Question No. 1
The main mechanism which could be used by the company to investigate customer
satisfaction level would be use of loyalty card approach. In addition to this, observation and
customers feedbacks could also be used to identify the satisfaction level and issues in the
quality work.
Answer to Question No. 2
Design questionnaire survey.
1. What is your gender?
 Male
 Female
2. In which age group do you fall?
 18-22
 23-28
 28-32
 Above 32
3. How often do you take services from our organization?
 Daily
 Weekly
 Monthly
 Rarely
4. How many rating would you give to the services offered by company?
 9 points

 10 points
 8 Points
 Below 5 points
5. Does you like the services offered to you?
 Yes
 No
 Sometimes
6. DO you want company to change the quality services process by adopting the six sigma
quality check?
 Yes
 NO
 Depend upon offered services
 Sometimes
7. What are the factors which affect the quality of the offered services in market?
 Price
 Cleanliness
 Offers and discounts
 Others
8. In which type of products and Services Company needs to improve the quality?
 Cleanliness of the project
 Set quality standards
9. – Would you like company to improve its customer handling issue process?
 Not preferable
 Preferable sometime
 Preferable
 Strongly preferable

. – How did you find the customer handling services of the company?
 Satisfied
 Satisfied sometime
 Preferable
 Strongly preferable
Answer to Question No. 3
In order to resolve the customer handling issues, company needs to set up strong grievance
portal. It will require company to hire more 20 employees in its customer handling service
department who will be given training to handle client’s issues and problems in effective
manner.
Answer to Question No. 4
There are several methods which could be used by management for monitoring the team
performance of customer service department. However, quality check mechanism and setting
internal control system will be the best methods which could be used by management for
monitoring the team performance of customer service department.
Answer to Question No. 5
If in case, we found issue or downfall in the customer services then we will give proper
training and development to the employees to improve their client handling process. In this,
they will be taught the process of handling clients in best effective manner.
The best management strategy which could be implemented is related to arranging weakly
training and development program for the employees.
Part-3
Presentation task
(Please check the attached PPT herewith.
Task-3
Answer to Question No. 1

For creating a developing plan for improved customer service delivery there are some
considerations by the company which need to be taken care. These considerations are in the
form of being a realistic in the market which makes true attempt towards the customers to
connect with them. Second consideration is to make a consistency in the services and good
quality products which builds a trust in the customers. Creating a customer service vision
which helps in assessing the needs of the customers. Developing proper training and skilful
services creates a confidence in the consumer for the products and services which are being
offered. To analyse these considerations a company needs proper tools by which proper plan
can be executed. Customer service intercom will be best tool for analysing these
considerations as it keeps track of the customers and stay in touch with them.
Answer to Question No. 2
Questionnaire to identify and assess the needs of external customers of the Davis supply
company is like, what are the basic needs of them? From where your customer try to
approach you? What is the age group of customer circle? How customers need to get their
products?
For the proper growth of the company we need to focus on a particular group of a customer
on whom this survey will be done which will give details about their needs? These customers
will be from all across the metropolitan area (Hill, & Brierley, 2017).
Answer to Question No. 3
SWOT analysis of the company:
Strength: In this point we have a complete control over our inventory and a quality control
over the products are possible. Each and every inventory can be monitored accurately and
efficient delivery is becoming possible because of availability of products in the ware house.
Weakness: In terms of weakness the piling the inventory leads to enhanced inventory cost.
The cost of packaging and purchasing cost was enhancing. In addition to that enhancing
employ cost was also there (Niederwieser, et. Al. (2016).
Opportunities: Developing a new approach as online platform giving good customer
satisfaction through better product delivery. Return policies are implemented. Better discount

are implemented on bulk purchase. It is also creating better relationship with other companies
also.
Threat: Discounts are not possible any time because of high overhead cost. On a longer run
profitability becomes an issue. Stocking the products becomes difficult due to shortage of
warehouses as product rang are increasingly developing (Bohari, et. At. (2017).
Answer to Question No. 4
To create a training need analysis it is need to determine first what are the required skills and
knowledge for the company as we are creating are online store we need employees with good
technical and communication skills. By creating a profile of our workplace with the addition
of experience and education needed for our work, it becomes easier to get a skilled man
force. This analysis can be done by asking any performance improvement suggestions and
desired learning opportunity from the current employees. Reducing the performance gap
between the current state of performance and preferred performance level skilful man power
can be created. Evaluate the training materials and examine interviews thoroughly can point
out weaknesses, strength and performance gap of the company (Holloway, et. al., 2018).
Answer to Question No. 5
The customer satisfaction level is very much required for improving the quality of the
services provided to clients. However, the main importance of collecting historical data arises
when company has to implement new plan based on the last year data. The historical data
assists in implementing the strategic planning. It will also assist in improving the overall
business functioning in effective manner. The collected data shows that company needs to
focus on improving the current ordering system strengthen the quality functions for cleanness
of the shops (Noe, et al. 2014).
Answer to Question No. 6
Based on the customer survey few training strategies are required to overcome our difficulty
in meeting quality service delivery. To get the best quality service we should analyse the
training needs by which a performance gap comes up which is need to be mended. To
optimize the best value programme it is important to align the needs of the company with

organisational goals. After getting the key point which needs to be mended it is necessary to
develop a training programme. In this measurable objectives are set and better training
programme can be developed and designed. After preparing the training program delivery of
training program is more than just attendance of the employees. It includes pre-training
motivation, a follow-up with feedback on the behavioural changes. After the training process
it is necessary to measure and evaluate the training outcomes. This process can overcome the
difficulty in quality service delivery (Keep, 2014).
Answer to Question No. 7
To monitor the customer service staff it is necessary to make a proper communication
channel with the staff and evaluating feedback process of the customers. Scheduling periodic
meeting can assess the working behaviour of the staff towards customer or behaviour of
customer towards their services. Listing to the service calls, emails or chats between
customer and staff can give actual image of the workplace. These channels can help in getting
the best report of the workplace which can create a consistency in quality service delivery
(Zameer, et al. (2015).
Answer to Question No. 8
On my recommendation it is necessary for this company to keep itself updated with the new
coming trends and changing customer needs. Keeping yourself updated with all the skilful
and well-trained employees can increase customer chain also. Keeping your customer
engaged in your product and services are the best gesture from any company to mark a good
impression on the customer. Setting new employee enhancement program can keep your
employees motivated towards their work (Cook, 2017).

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