Bang On Bikes Case Study: Improving Customer Service and Business Plan

This case study provides an analysis of Bang On Bikes, a retail chain specializing in bicycles, focusing on its business plan and customer service strategies. It addresses areas such as complaint management, quality control, and aligning business operations with customer requirements. The study emphasizes the importance of maintaining product quality, gathering customer feedback, and effectively managing complaints to enhance customer satisfaction and retention. It also highlights the significance of monitoring team performance and adapting customer service to meet evolving customer needs, ensuring the organization's continued growth and success. The document discusses the management of records, reports, and recommendations to maintain operational efficiency.

Running head: BUSINESS PLAN.
BUSINESS PLAN
Name of the student
Name of the university
Authors note

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Executive summary
The main working of any organization should be directly aligned with the requirement of the
customers. This mainly helps in achieving the trust of the customers and also helps in customer
retention. The alignment and infrastructure of the organization are two crucial factors which play
a significant role in the orientation of working on the various tasks of the organization.

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Table of Contents
Types of complaints.........................................................................................................................3
Quality, time and specification........................................................................................................3
Quality product and services in line with organization business plan.............................................3
Monitor team performance..............................................................................................................4
Colleagues overcome difficulty.......................................................................................................4
Customer feedback..........................................................................................................................4
Manage complaints and adapt customer service.............................................................................4
Manage records, reports and recommendation................................................................................5
References........................................................................................................................................6

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Types of complaints
In the working of the organization, which is the bang on bikes, it can be seen that there
were few complaints, which were enforced from the end of the customers. One of the areas of
complaint, which can be seen in the case study, is related to the new pedals which were brought
by the customers (Chung, Andreev, Benyoucef, Duane & O'Reilly, 2017). The customer after
putting the pedals in the bike found that it would not last as long as expected and the speed was
not good enough. On the other hand, the customer would not get a refund because he had
implemented them on the bike.
Quality, time and specification
The main area, which can be focused, is related to maintaining the quality of the product,
which the customers would be willing to be indulged into. On the other hand, the product
quantity maintaining is crucial due to the factor that retention of the customer can be achieved by
assuring the quality. The specification can be achieved by gathering the requirement of the
customers so that the customers get what they desire or need.
Time is a factor which should be included in the working so that the customers would be
getting the service in a proper manner.
Quality product and services in line with organization business plan
The main working of the organization is aligned with the requirement of the customers.
The owner of the business does not want to take any form of risk. The owner is directly aware of
the ongoing success, which is achieved from a small and experienced team of members and close

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ties with the community of cycling (Bell & Harrison, 2018). This prospective directly help the
organization to attain the factor of quality and reliability of the services and product relating to
road racing equipment.
Monitor team performance
The main aspect, which can be related to the monitoring, is related to the audit of the
different functional areas in the organization. This directly ensures the quality of the product and
the services. In the working, if an error or the problem is identified, the mitigation plan is
implemented so that recovery can be achieved quite easily.
Colleagues overcome difficulty
Planning in the organization can be beneficial in the area of the proper orientation of
working and overcoming of different issues of working in the different task of the organization.
Customer feedback
To maintain a proper standard of working, customer feedback is very much important.
The organization ‘bang on bikes’ provides a feedback area where the customer can easily give
their feedback.
Manage complaints and adapt customer service
Each of the complaints, which are generated from the end of the customers, is crucial.
The organization directly focuses on resolving any sector of escalation, which is generated from
the end of the customer so that the adaptation area of the customers can be reached quite easily.
Complaint handling manager is present in the organization that directly takes care of the issues.

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Manage records, reports, and recommendation
There is a department, which prevails in the working of bang on bikes, which directly has
a role of keeping all the documents properly so that there is no problem in the retrieving of the
documents.
Recommendation area is directly implemented from the end of the organization as well as
from the customer so that the proper working of the organization can be maintained.

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References
Bell, J., & Harrison, B. T. (2018). Vision and values in managing education: successful
leadership principles and practice. Routledge.
Chung, A. Q., Andreev, P., Benyoucef, M., Duane, A., & O'Reilly, P. (2017). Managing an
organization's social media presence: An empirical stages of the growth model.
International Journal of Information Management, 37(1), 1405-1417.