Australian Hardware PTY Ltd: Customer Service Strategy & WHS Policy

This report addresses the decline in business from three major clients of Australian Hardware PTY Limited due to inadequate customer service. It proposes a customer service strategy focusing on internal and external customer requirements, customer service standards, complaint handling, and resource identification. The strategy includes short-term goals to address client grievances and long-term goals to retain customers and improve employee job satisfaction. The report also covers a WHS plan, including risk analysis, CRM solutions, and budget planning, with specific policies for vehicle safety, smoke-free workplaces, and incident investigation. The plan details roles and responsibilities for principal contractors, contractors, and workers, emphasizing the importance of work health and safety standards within the organization.

Running head: MANAGE QUALITY CUSTOMER SERVICE
MANAGE QUALITY CUSTOMER SERVICE
Name of the student:
Name of the university:
Author note:

1MANAGE QUALITY CUSTOMER SERVICE
Table of Contents
Background of the case:...................................................................................................................2
Process of understanding the reason of customer dissatisfaction:...................................................2
Customer service strategy for the Australian hardware PTY limited company:.............................4
Project information:.........................................................................................................................6
Appendix 1:.....................................................................................................................................6
Other contact details:...................................................................................................................7
Scope of work:.............................................................................................................................8
Roles and responsibilities:...............................................................................................................8
Principal contractor:.....................................................................................................................8
Contractor:...................................................................................................................................9
Workers:......................................................................................................................................9
People with WHS roles and responsibilities:...............................................................................9
WHS policy:................................................................................................................................9
Insurances:.................................................................................................................................10
Risk management:.........................................................................................................................10
Identified Hazards:.....................................................................................................................10
Conclusion:....................................................................................................................................10
References:....................................................................................................................................12

2MANAGE QUALITY CUSTOMER SERVICE
Background of the case:
Australian hardware PTY limited is a company that supplies hardware to all the other
companies and it has reached successful heights within a period of little over a year. Due to the
long work hours as well as excellent coordination among the different team members, the
company has reached enormous heights in the recent past. It has continued to attract new
customers and with their excellent supply chain management within the internal operations, the
company has been able to win the trust of the customers and expand its clientele database for the
future.
However, it has been found that recently there has been a steep declined in the business
form three of the major clients of Australian hardware PTY limited. After consultation with the
three clients, it has been concluded that due to improper customer service and setting of false
expectations, the clients have started reducing the work returned to the company. Same amount
of loads travelling to the same places took needed a turnaround of around 1-2 days to be
delivered, unlike before. For deliveries to these clients, the same driver was sent by the
organization. Due to the lack of proper communication as well as the delay in service, the three
major clients have now decided to reduce business with the Australian hardware PTY limited
company. The following section of the repot will highlight a customer service implementation
plan for the organization that will aim to improve the customer satisfaction in the future.
Process of understanding the reason of customer dissatisfaction:
Firstly, it is extremely important to delve deep into the customer queries and
understanding what exactly are the reasons of dissatisfaction of the three major clients of
Australian hardware PTY limited company. For that, it is important to directly interact with
clients through face-to-face meetings and interacting with them regarding their exact concerns

3MANAGE QUALITY CUSTOMER SERVICE
and listen to their grievances1. Therefore, meetings will be scheduled with the top decision
makers in the three clients and the issues, their concerns will be discussed, and better solutions
can be provided to them in order to try to ensure that future business with them continues as it
used to in the past. If needed compensations can also be provided by the Australian hardware
PTY limited company to win back their trust and faith2. It shall also be understood in details if
communication from the Australian hardware PTY limited company to the clients have always
been properly done and if there had been any cases of false expectations set to these clients by
tracking down the mails as well as phone calls made to these clients form the Australian
hardware PTY limited company3. A detailed analysis will be carried out to understand the route
adopted by the driver while delivering the items and if the driver halted for long hours without
the company’s knowledge. Some of the information that are integral for coming up with an
improved customer service strategy are sated below:
- Details such as the distance covered by the vehicle in kilometers/miles on each date of
delivery.
- Daily allowance for fuel that is allowed to the driver.
- How much of the allocated resources have actually been used by the driver during his
trips.
- If there has always been proper real time communication from the driver before/after a
successful delivery, etc.
1 Cronin Jr, J. Joseph, Michael K. Brady, and G. Tomas M. Hult. "Assessing the effects of quality, value, and
customer satisfaction on consumer behavioral intentions in service environments." Journal of retailing 76, no. 2
(2000): 193-218.
2 Churchill Jr, Gilbert A., and Carol Surprenant. "An investigation into the determinants of customer satisfaction."
Journal of marketing research (1982): 491-504.
3 Zhang, Peihua, Helen Lingard, Nick Blismas, Ron Wakefield, and Brian Kleiner. "Work-health and safety-risk
perceptions of construction-industry stakeholders using photograph-based Q methodology." Journal of Construction
Engineering and Management 141, no. 5 (2014): 04014093.

4MANAGE QUALITY CUSTOMER SERVICE
Customer service strategy for the Australian hardware PTY limited company:
An effective customer service strategy to improve customer satisfaction will need the
Australian hardware PTY limited company to address to some of the most important aspects,
which are explained below as part of the strategy:
- Internal customer requirements: The internal customers of the Australian hardware
PTY limited company such as the employees who are helping the organization deliver its
service to the end users or the external customers such as the transport services etc., has
to be addressed4. First, the drivers concerns have to be addressed by the company. It
should also be ensured that the employees working in the Australian hardware PTY
limited company are themselves satisfied with their jobs.
- External customer requirements: The time frame promised to the clients has to be met
and it should be ensured that whatever is promised to them are met by the Australian
hardware PTY limited company employees may it be in terms of products or after sales
support.
- Proposed customer service standards: Some of the standards include understanding the
needs of the customers, seeking their feedbacks for improvements in products and
services, investment in the training of the customers, capturing and sharing moments of
great customer service in the past to attract more customers, building business process
that are more customer centric than organization centric.
- Implementation procedure of each standard: Research have shown that good customer
service is communicated and shared by the clients to fewer people as compared to poor
4 Garbarino, Ellen, and Mark S. Johnson. "The different roles of satisfaction, trust, and commitment in customer
relationships." the Journal of Marketing (1999): 70-87.

5MANAGE QUALITY CUSTOMER SERVICE
customer service that is conveyed among more people in a quick span of time5.
Therefore, it should be ensured that each of the customer standards are implemented with
improved customer values as well as sense of responsibility and honesty towards the
customers.
- Handling customer complaints: Data form the public forum on the social media and
website can be processed by the social media experts to understand the complaints and
negative feedbacks posted by the customers6. These can be customer feedbacks and
reviews on the open forum in order to understand their grievances to better handle them
in the future.
- Identification of required resources: The required resources for developing and
implementing the strategy are data from the customer feedbacks as well as online and
offline surveys. Analysis of the vehicles as well as the data regarding communication
from the drivers end to the clients as well as the organization.
- Process of roll out and employee training: There should be a proper back up and
disaster recovery plan in case there are any unforeseen situations in the future within the
organizations. In case of unforeseen situations such as system break down as well as
natural disasters, there can be damage of the information systems and the important data
can be permanently lost with on options to recover them7. First aid training should also be
provided to the drivers and other staff of the organization to ensure that all employees
including factory workers have the basic medical training to overcome an emergency.
5 Landsbergis, Paul A., Joseph G. Grzywacz, and Anthony D. LaMontagne. "Work organization, job insecurity, and
occupational health disparities." American journal of industrial medicine 57, no. 5 (2014): 495-515.
6 Gallagher, Clare, and Elsa Underhill. "Managing work health and safety: recent developments and future
directions." Asia Pacific Journal of Human Resources 50, no. 2 (2012): 227-244.
7 Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann. "Customer satisfaction, market share, and
profitability: Findings from Sweden." The Journal of marketing(1994): 53-66.

6MANAGE QUALITY CUSTOMER SERVICE
- Long term and short-term goals of the strategy: Long-term goals are to retain the
existing customer for future business and maintain restoring the goodwill with them to
ensure repeat business form the exiting clients in the future. Short-term goals are to
address to the grievances of the three clients on a priority basis and ensuring their
satisfaction is improved by providing them with compensations to win their trust8. The
company also aims to improve its internal operations and ensure that there is improved
employee job satisfaction.
Project information:
The WHS plan requires a set of strategies for safety hazards in work places as well as
proper risk analysis tools in order to understand the market risks such as threats from the
competitors. In addition, Customer relationship management needs improved CRM solution
within the Australian hardware PTY limited company9. There is also a requirement of a proper
budget planning by the top management.
Appendix 1:
Business Name Australian hardware PTY limited company
Address <Enter the address>
Contact Person <Enter the name of the contact person>
Work phone <Work place phone number>
Mobile phone <Mobile number>
8 Mohammadfam, Iraj, Mojtaba Kamalinia, Mansour Momeni, Rostam Golmohammadi, Yadollah Hamidi, and
Alireza Soltanian. "Evaluation of the quality of occupational health and safety management systems based on key
performance indicators in certified organizations." Safety and health at work8, no. 2 (2017): 156-161.
9 Gallagher, Clare, and Elsa Underhill. "Managing work health and safety: recent developments and future
directions." Asia Pacific Journal of Human Resources 50, no. 2 (2012): 227-244.

7MANAGE QUALITY CUSTOMER SERVICE
Fax <Fax number>
Email <Enter the email id>
ABN <Enter the ABN number>
Contract license number <Enter the contract license number>
Principal contractor signature <Signature of the contractor>
Name Position WHS responsibilities
<Enter the name> Chief security officer Implementing WHS standards.
<Enter the name> Guard verifying access of each employees
<Enter the name> Head of the Safety department Ensuring fire extinguishers and other
safety devices are well maintained
Other contact details:
Client
name
Address Contact
number
Position
<In
sert
clie
nt
nam
<Insert client
address>
<Insert
client
phone
number>
<Insert
position>

8MANAGE QUALITY CUSTOMER SERVICE
e>
<Insert client name> <Insert client
address>
<Insert
client
phone
number>
<
In
se
rt
p
o
si
ti
o
n
>
Other relevant
contacts
Contact Address number
<Insert name> <Insert address> <Insert
contact
number>
Scope of work:
Description of project Implementation of strategic plan to ensure

9MANAGE QUALITY CUSTOMER SERVICE
customer satisfaction and ensure work safety.
Location of project Australia
Start and finish dates <Fill in the start and finish dates>
Roles and responsibilities:
Principal contractor:
The principal contractor is responsible for the entire planning, managing as well as
monitoring among the different teammates during each stages of the project phases.
Contractor:
The contractor is responsible to provide the resources such as labor, drivers, and
equipment’s for the hardware manufacturing factories (such as tools) the necessary services such
as proper vehicles for transportation etc.
Workers:
The workers are responsible to ensure that the factory operations are successfully carried
out and innovations in the manufacture of the hardware’s by the Australian hardware PTY
limited company are implemented.
People with WHS roles and responsibilities:
The chief security officer and the top management team who decide the work and safety
standards.
WHS policy:
There are different policies regarding work and health safety such as vehicles safety
policy, smoke free workplace policy, home visiting policy for factory workers and other staff of

10MANAGE QUALITY CUSTOMER SERVICE
the Australian hardware PTY limited company, Incident investigation, and risk management
policy10. The WHS general policy states that the work health as well as safety of all the factory
workers within the Australian hardware PTY limited company, including all employees,
volunteers as well as contractors and other stakeholders and visitors are of utmost importance to
the company11. All relevant Acts and regulations are to be followed by the company to ensure
that the workplace is safe and risk-free.
Insurances:
Insurance type Company Policy number Expiry date
<Enter insurance
type>
<name of the vendor> <policy number> <Date of expiry>
Risk management:
Step 1: Identification of the threats using proper risk management tolls and market analysis.
Step 2: Prioritizing the risks based on their degree of affecting the organization.
Step 3: Identifying the effective mitigation techniques.
Step 4: implementing the threat mitigation techniques and effective communication of the plan
to the staff.
Identified Hazards:
- Fire hazards in the factories.
10 Santos, Gilberto, Síria Barros, Fátima Mendes, and Nuno Lopes. "The main benefits associated with health and
safety management systems certification in Portuguese small and medium enterprises post quality management
system certification." Safety science 51, no. 1 (2013): 29-36.
11 Schaufeli, Wilmar B., and Toon W. Taris. "A critical review of the Job Demands-Resources Model: Implications
for improving work and health." In Bridging occupational, organizational and public health, pp. 43-68. Springer,
Dordrecht, 2014.

11MANAGE QUALITY CUSTOMER SERVICE
- Failure of control systems.
- Loss of important data due to system crashes and failure of information systems storing
and managing organizational data.
Conclusion:
Therefore, it can be concluded from the above report that even though the Australian
hardware PTY limited company has seen immense success in the recent past still there are
different areas in which the organization can improve. The Australian hardware PTY limited
company can improve its risk management as well as customer satisfaction since recently the
organization has seen loss of business from three of its major clients. This has shown how
customer satisfaction has plays a vital role for the company. If the organization is able to come
up with innovative information systems it can help in efficiently manage data and help in
business operations.