Improving Service Quality and Customer Satisfaction in ABC Stationary Store

Table of content
Table of content..............................................................................................................................1
Introduction....................................................................................................................................2
Task 1..............................................................................................................................................2
Task 2..............................................................................................................................................4
Task 3..............................................................................................................................................5
Task 4..............................................................................................................................................8
Task 5..............................................................................................................................................9
Part A...........................................................................................................................................9
Part B.........................................................................................................................................11
Task 6............................................................................................................................................13
Task 7............................................................................................................................................13
References.....................................................................................................................................14

Introduction
Assessment 1 has identified and proposed few strategies on how to improve service
quality and customer satisfaction in ABC stationary store in Australia. The assessment 2 will
study on how to execute and implement those strategies in store in order to gain 100% customer
satisfaction and error free service deliveries.
Task 1
This section of the report includes the activities which are to be conducted throughout the
service quality improvement process and related time frame. These include the list of activities
against its relevant budget and time frame. The chart even includes the people who will be
needed to perform such activities and explains how it be performed in the most effective manner.
The section basically includes the information related to finance & human resource along with
other operational resources which are to be needed to attain the customer satisfaction. The
overall aim of the project will to deliver best quality service along with 100% customer
satisfaction to our small and medium suppliers.
ACITIVITIES Week 1 Week 2 Week 3 Week 4 Week 5
The customer service objective
The objective of the study is to provide quality and
efficient services to the customers which can result in
to customer satisfaction
Steps required for implementing the customer service
strategy that is to achieve the goal
The management has identified following strategies
for enhancing the customer services:
Implementation of Client Management System
Training to staff
Real time feedback from customer
360 degree performance monitoring of staff
The activities/tasks involved in the implementation,
e.g. a list of the activities/tasks that need to be
undertaken
Approvals from consultant
Preparing business and customer service letters
continuous service improvement and feedback system
Questionnaire preparation to analyze the gap
Conduct the survey and analyze the findings

Customer satisfaction measurement process and
checkbox
Human resources activities
No of people required for delivering better survey,
training, preparing KPI and job design , specific tasks to
be assigned
Estimated financial resources required
Telemarketing – 100$
Advertisement – 100$
Employee Training - 700-1000$ (per month
Client Management System - 20000$
360 degree performance monitoring process - 1000 $
(per month)
24*7 feedback from customers - 800$ (per month)
Other physical resources or supplies
Maintain customer database (DBMS Systems)
Delivery tracking or enquiry section
Approvals needed at each level
CEO will be doing all approvals

Task 2
After deciding on list of activities and related timeframe, the entire Gantt chart will be
discussed with top management and seek for an approval. This section records the minutes of
meeting with staff and relevant stakeholders. The matters and tasks will be discussed with the
staff and taken approval on the same. There are list of activities to be done or performed to
enhance the service quality. It has been discussed that 360 degree feedback and continuous
feedback will help the organization to achieve 100% customer satisfaction. Moreover, the team
discussed about the probable activities which can be taken in to consideration while planning for
annual tasks. Each and every individual will be assigned to certain tasks and will be monitored
on a regular basis. New recruitment will be done if needed. The budget has been given in the
assessment one, on the same line detail fraction of budget being discussed in the meeting (Gebre,
2015).
The staff discuss about the internal and external environment of the ABC stationeries
along with analyzing the aim of the organization. The primary objective is to delivery efficient
services which can result in to customer satisfaction. Furthermore, the list of activities will be
divided in to five major tasks, the tasks are deciding on customer service objective,
implementation of strategy, human resource activities, financial and physical resources required
and approvals to be taken at each level.