BSBCUS501: Manage Quality Customer Service - BizOps Case Study Report

This report provides a comprehensive analysis of a case study involving BizOps Enterprises, a company facing declining product demand and customer service issues. The report examines the company's customer service policies, identifying both effective and ineffective practices, and addresses customer complaints regarding product quality, order fulfillment, and employee performance. The analysis includes a review of the company's customer complaint handling process and the creation of a customer service plan, which outlines the company's vision, objectives, customer definitions, gap analysis, and improvement strategies. Recommendations are provided to enhance customer satisfaction, including forming a dedicated customer complaint team, improving online services, and refining recruitment processes. The report aims to improve customer service by providing recommendations based on the case study.

MANAGEMENT- CASE STUDY

Table of Content
Report template..........................................................................................................................3
Introduction..............................................................................................................................3
Background...............................................................................................................................3
Report details............................................................................................................................3
Summary of key points............................................................................................................4
Conclusion/recommendations.................................................................................................4
Report template..........................................................................................................................5
Introduction..............................................................................................................................5
Issues to be addressed..............................................................................................................5
Key points.................................................................................................................................5
Summary of key points............................................................................................................5
Conclusion.................................................................................................................................5
Customer service plan template.................................................................................................6
Report template........................................................................................................................10
Introduction............................................................................................................................10
Issues to be addressed............................................................................................................10
Key points...............................................................................................................................10
Summary of key points..........................................................................................................10
Conclusion and Recommendation........................................................................................10
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Task One
Report template
Introduction
BizOps Enterprises is known for selling customised products to the consumers
which is the reason they have been so popular in the market (Boone, Kurtz,
Khan, & Canzer, 2019). Its overall business performance is said to be good but
the demand for its product has tremendously declined in recent time. Due to this
the outlet managers are not in the mood to restock these products as they are
incurring losses. This sudden decline on the demand for BizOps products is
significantly impacting its sale structure. The demand for its product has dropped
because there have been several complain by the customer regarding the give
orders. The customers have been facing a lot of issues with the product recently
which requires immediate attention. The issues are not only limited to the
customers, there is a problem with the employees and the staff members as
well. Therefore, this report aims to analyse the current customer service policy of
BizOps and investigate its effectiveness on the issues that are being experienced
by the customers.
Background
The report will focus on the policies that are still effective but not being adopted
by staff. It will also highlight the policies of the companies that are non-effective
and needs to be revised to suit the requirements of the customers. The policies
which are not relevant to BizOps Enterprise customers service requirement will
also be mentioned. The report will be concluded by providing some
recommendations that will assist the policy to be more effective.
Report details
There are various issues faced by BizOps Enterprise and a lot of customer
complaints have been registered. After investigating and analysing the customer
services policy its effectiveness has been measured.
a) The customer service policies which are still effective are, the staff of
BizOps Enterprise should be accurate and efficient in terms of the services
they are providing to the customers. The customers have constantly been
complaining about the time the employees take to put in a special order
(BizOps’ Customer Service Policy).
As the client service policy aims to provide high level service and product
knowledge to the staff. Thus, it is frustrating for the customers that the
staffs have no knowledge about their own product range.
The staffs are well-trained and are provided appropriate training such as
communicating with the customers properly and delivering effective
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customer service. Even though the staffs are given required training they
tend to neglect all the customers issues.
b) After reviewing BizOps’ Customer Service Policy, the guidelines which are
not effective and needs to be revised as per the requirements of BizOps
Enterprise are that all the staffs are accountable to provide high quality
customer service. The policy is not effective as the customers’
requirements are not met hence, the policy needs revision.
The second commitment that needs revision is, the staffs are expected to
identify poor customer service. It is not possible for the employees to
finish their work with dedication as well as identify the problems the
customers are experiencing.
c) The policy which seems irrelevant in the BizOps Enterprise customer
service requirement is management is accountable to document and
report on this process. This particular policy is unnecessary as it has no
relevance with the customer complaints or services. It is essential for a
company to document all the procedures but it should not be written as a
customer service policy as it is only for future reference of the company.
Summary of key points
The report as discussed states the policies that are effective but are not being
followed by the staff member, the policies which needs to be revised and the
policies that are irrelevant to the company’s customer service requirements.
Conclusion/recommendations
To conclude this report efficiently analyses and investigates the company’s
customer service policies. After determining the effectiveness of the policies
some recommendations have been provided to enhance the guidelines.
 The company should make a separate team to examine the complaints of
the customers as the staffs are busy doing their daily chores. According to
Clough, et. al. (2018, if a discrete group is created which will fully focus on
the issues of the customers, hence the complaints will be effectively met
leaving the consumers satisfied.
 The management needs to be more active and involved in this process
and make sure that all the complaints and problems are being resolved
and the policies are followed.
 Selection and recruitment process should be done efficiently and the post
must be filled with appropriate candidate.
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Task Two
Report template
Customer complain handling process
The company has an effective process of handling the customers complaints.
BizOps usually issues the complaint form to the customers where they need to
write down the problems they are dealing with from the company. The complaint
form is attached in Appendix 1 of the report. Once the form is received by the
company, it tries to resolve the issues by contacting the issued department and
verifies the complaints. After verifying the complaints are tried to met by the
company.
Introduction
The report is produced to resolve the complaints of the clients that has been
recorded. This report will summarise the nature of the issue and their failure
against the company’s customer service policy.
Issues to be addressed
The issues that needs to be addressed are nature of the customers complaints
and the issues non-compliance against the company’s service policies.
Key points
The company since last two years is dealing with a lot of issues, due to which
they have lost two major clients who have declined being in any business
relation with BizOps enterprises. The clients needed a modified product delivery
as according to them the company has several issues such as unreliable supply
stock, disorganised work, poor quality products and improper communication
with the same sale person. There are two customer complaints received by the
company.
First issue was that a customer since last three months did not receive the
loyalty bonus. After going through the records, the staff found out that the
emails were forwarded to an incorrect email address. This showed the
ineffectiveness and distractive nature of the staff. Thus, this obstructs the
customer service policy of the employees being accurate and efficient with their
work.
The second complaint reported is by one of the main retail shops owners, where
the BizOps enterprises supplies its products. The owner is frustrated as the
products ae not delivered in time by the company due to which he is losing his
customers. The Thus, the customer service policy of providing the internal and
external customers with same level of services is not being followed
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appropriately. The employees are neglecting their work and the time for
delivering the products to the retail shops is not being followed.
Summary of key points
The complaints have been identified and a detailed analysis is done to
understand the cause of the issue.
Conclusion
The report constitutes of complaints received regarding the service of the
company and the way the customer service policy is not bring followed properly.
The staffs inaccurate and negligent behaviour is visible form the complaints
which needs to be rectified immediately.
Task Three
Customer service plan template
Vision
BizOps Enterprise aims to provide an effective and high-level service
plan for its customers. As stated by Farhangi, (2014) the company has
created various policies so that the customers are satisfied and acquire
an efficient experience while buying any product from the company.
The organisation goals are to provide accurate product and services to
the customers. BizOps believes in integrity, hence the actions and
services provided by them is visioned to be resourceful. They train their
employees and provide them appropriate knowledge about the products.
The workers are taught to deal with the customers with courtesy. They
are even provided with effective communication skills so that the
problems of the customers regarding the product or services are
addressed immediately (Luo, Wang, Raithel, & Zheng, 2015).
The company takes a lot of initiative to make its customers happy and
satisfied with its product and services and hopes to expand its business
in different nations.
Overview
The BizOps enterprise has a great effect on its customers. Substantial
level of decline in special orders has been recorded. Hence, this is
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tremendously affecting the sales revenue of the company. Therefore,
this plan is being prepare to identify the problems arising in the
company and meet the demand of the customers. The purpose of this
plan is to find appropriate solution in order to meet existing service of
the enterprise to its quality customer service approach.
Objectives
 Maximising satisfaction of the customers and improving
relationship with the existing as well as potential customers.
 The complaints put forward by the customers, 90 %of them must
be resolved within 24 hours.
 The customer service department needs to be more active and try
to respond to 70 % of the complaints within 12 hours.
Customer definition
BizOps clients and customers include people who are looking for
innovative, exclusive, customised and high-quality products. The
company mainly targets school and college going students are ready to
experiment and gift each other exclusive items.
Customer feedback
The data acquired and the customers feedback is clearly indicating that
the company has been dealing with various problems recently. The
customers have been complaining about the time taken for filling in their
orders. They are very frustrated with the quality of work and many
companies has been registered. The customers who order the products
online have also been complaining about the delay in dispatching their
products. Due to this the customers are cancelling the order which is
significantly impacting the reputation as well as the sales revenue of the
company.
Gap analysis
The gap which has been discovered in BizOp’s customer service policy is
that the company promises high0level services to its customers which is
not being delivered. Accuracy, efficiency, proper communication and the
staff having adequate knowledge about the products being solved are
the gaps found in the BizOp’s customer service. The employees are very
reluctant and there is no proper communication between the customer
and the staff member regarding the product or the issue generated. It
has been identified that the service team does not seem to have
knowledge about their own product range in spite of the training given
to them in their induction period.
Improvement strategies including quality standards
 A new team should be formulated who will examine the
complaints of the customers. Accoridng to Jeston (2014), this will
lose some burden over the employees as they already have
several duties which needs to be addressed effectively.
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 The management needs to be more active and involved in this
process and make sure that all the complaints and problems are
being resolved and the policies are followed.
 There have been several complaints regarding online services.
Hence, online team needs to be properly trained and the
supervisors must look over the team and their work on a daily
basis (Goetsch, & Davis, 2014).
 Selection and recruitment process should be done efficiently and
the post must be filled with appropriate candidate.
Communication processes
The strategies formulated for improvement can be communicated
throughout the organisation by conducting meetings. As the entire
organisation cannot be addressed in one meeting, hence individual team
leader will have to conduct meetings and communicate with the staff
members. All the issues need to be pointed out during these meetings
and feedback must be taken from the employees as well.
Time lines for processing customer feedback and handling
complains
The whole plan will be achieved in upcoming 8 weeks.
Time Actions
Week 1 All the issues and complaints will be reviewed
Week 1 & 2 Several meeting will be conducted to make every
employee aware about the problems arising in the
organisation.
Week 3 Online service departments will be checked
thoroughly.
Week 3 All the computers will be scanned and new devices will
also be purchased.
Week 4 The employees will be given additional training so that
they can follow the customer service policy efficiently.
Week 4 There will be a special meeting organised for investors
and major clients to assure them about the changes
happening in the organisation.
Week 5 Recruiting and hiring of new specialised workforce.
Week 5 Training of new employees
Week 6 Feedback forms will be distributed among the existing
and new staff members to get more ideas on
improving the organisational policies
Week 6 Changes will be made in Customer service policy
wherever required.
Week 7 The feedback taken will be reviewed by the
management and any advice which is seen to be
effective will be implemented.
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Week 7 & 8 A special team will be created for reviewing the
complaints of the customers.
Week 8
Budget for staff induction and training
The total budget for the strategies, meetings and training the employees
is assumed to be $100000-150000.
Cost Action
$15000-
17000
Meetings with the investors and major clients.
$30000 New systems required
$10000 Training of the existing employees
$12000 Training the new employees
$30000-
35000
Consultation will be required
$35000 Compensation to the customers dealing with problems
$7000 Miscellaneous expenses
Summary
The improvement strategies provided in this report will help to enhance
efficient working of the enterprise. New team that will be created will
focus on the issues and will take care of the customers complaints
effectively.
Implementation Plan
Objectives How to monitor
Performance/
Monitoring
process
Required
Resources and
Action taken to
procure them
Timeline for
reviewing the
plan to ensure
effectiveness
Maximising
satisfaction of the
customers and
improving
relationship with
the existing as
well as potential
customers.
A special team
will be formulated
to take care of
the customers
problems and
make sure that all
the issues are
reviewed and
rectified.
 Effective
workforce
 Additional
Training
provided to
them
 New
devices for
them to
review the
complaints
It will take around
2-3 weeks for this
objective to be
fully be
implemented.
Taking closer look
on the
operational levels
of the company
and enhancing
Training will be
given to all the
existing
employees and
the executives
 Trainer will
be
appointed
for the
training
3 weeks
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the quality of
work of the
employees.
will be guided to
take closer look at
the work of their
team members.
process
 Devices for
training will
be required
Increasing
company’s
revenue around -
15% by the end
of this financial
year.
Sales of the
company will be
monitored and
documented.
 Offers and
discounts
will be
provided to
attract
more
customers
 All the
Strategies
formulated
will be
followed
effectively
6-7 months
Task Four
Report template
Introduction
This report is prepared for the executive team on the two major problems in
customer service system discovered that needs immediate attention. The report
will highlight the process used to investigate and address the problems and the
improvement strategies formulated to resolve the issues.
Issues to be addressed
The issues to be addressed are customer service system problems in the BizOps
operations. The first customer service system problem is issues with online
delivery system. There have been several complaints regarding the dispatching
of the products as the products ordered online are not being delivered on the
same day as promised.
The second problem is the disorganised work by the staffs is affecting the selling
of the products. There have been several instances where major clients have not
been receiving their ordered products.
Key points
The first problem will be investigated by going through all the records of online
orders and reviewing the complaints. The workers responsible for revising and
dispatching the orders will be questioned. All the procedures between ordering
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and delivering of the products will be reviewed and gone through in a systematic
manner to identify the root cause of the issue (Harmon, 2019).
The inaccurate and disorganised work done by the employees will be reviewed.
The processes will be followed and the working of the employees will be viewed
precisely.
Summary of key points
The key points highlight the processes that will be taken to investigate and
address the customer service system problems.
Conclusion and Recommendation
The report outlines the two customer service system problems and investigate
the root cause of the issue. Thus, after understanding the problems few ideas are
provided to improve the service system. The person consulted for generating the
solution is the Chief Operations manager.
 Executives and supervisors should keep a constant check on the
functioning of the employees
 The customers complaints must be checked and met daily to keep the
organisation aware about the issues.
 The staffs appointed should be specialised and trained according to their
designation.
The records of all the employees and issues produced in the company will be
kept for future reference. A proper file will be made for every employee and their
performance will be recorded. If there is seen no change in their performance,
this will lead to leaving their jobs.
.
Task Five
Service measure Template
Categories Measures Performance
Fulfilment of
the order
 Delivery
Punctuality
 Product Fill rate
 The orders are not delivered
as per the allotted time and
date. The products are said to
be delivered on the same day
it is ordered, but lack in
communication makes the
delivery executive to deliver
the product late.
 Orders are frequently delayed
to be filled after the
shipment. Therefore, the
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 Accuracy of order
 Cycle time of
ordered product
 Completion of
order
stocks are not updated which
make it difficult for the
customers to order their
desired products.
 Accurate orders are not
packed and shipped at the
given time. The shipments
are delayed.
 Significant amount of time is
taken from placing an order
to shipping it as the staffs are
very disorganised and lack
communication.
 Orders are delivered without
damage, errors or change.
Management
of the
inventories
 Inventories
Precision
 Damaged stocks
 Utilization of
Storage Space
 The actual quantity supplied
is lesser than the reported
items
 Stocks have been found to be
damaged.
 The storage space is utilised
by the staff appropriately
Coordination
amongst the
staff
 Coordination
between
warehouse staff
 Communication
amongst
warehouse and
office staffs
 Communication
between
customers and
delivery staffs
 The coordination is quite poor
this leads to problems in
delivering the product on
time.
 The office staffs sometimes
tend to forget update the
warehouse staffs about the
product cancelation and
delivery. This creates a lot of
commotion.
 The staffs appointed for
delivering the orders do not
deliver it on time. They are
unreachable for the
customers which creates a
communication gap.
Productivity
of the
warehouse
 Per hour Orders
 Items per hour
 Cost of
 Average numbers of ordered
products that are packed by
the warehouse staffs in an
hour is very less.
 The number of items that are
packed and delivered in and
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maintenance hour is minimum.
 Maintaining the warehouse
requires a lot of effort and
cost.
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References
BizOps’ complaint Handling Procedure. Retrieved from: http://aspire-bizops-
docs.s3.amazonaws.com/policies-and-procedures/customer-complaints-
procedures.pdf
BizOps’ Customer Service Policy. Retrieved from: http://aspire-bizops-
docs.s3.amazonaws.com/policies-and-procedures/customer-service-
policy.pdf
Boone, L. E., Kurtz, D. L., Khan, M. H., & Canzer, B. (2019). Contemporary
business. John Wiley & Sons.
Clough, R. H., Sears, G. A., Sears, S. K., Segner, R. O., & Rounds, J. L.
(2015). Construction contracting: A practical guide to company
management. John Wiley & Sons.
Farhangi, H. (2014). A road map to integration: Perspectives on smart grid
development. IEEE Power and Energy Magazine, 12(3), 52-66.
Goetsch, D. L., & Davis, S. (2014). Quality management for organizational
excellence: Introduction to total quality.
Goldratt, E. M., & Cox, J. (2016). The goal: a process of ongoing improvement.
Routledge.
Harmon, P. (2019). Business process change: a business process management
guide for managers and process professionals. Morgan Kaufmann.
Jeston, J. (2014). Business process management: practical guidelines to
successful implementations. Routledge.
Luo, X., Wang, H., Raithel, S., & Zheng, Q. (2015). Corporate social performance,
analyst stock recommendations, and firm future returns. Strategic
Management Journal, 36(1), 123-136.
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Appendix 1
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