Report on Customer Service and Quality at Innovative Widgets

This report analyzes the customer service operations of Innovative Widgets, a major widget company in Australia. It begins with an overview of the company's vision and mission, emphasizing its focus on market share and customer satisfaction. The report details the needs of both internal and external customers, product quality specifications, and the company's policies and procedures, including the RATER model for evaluating service quality and the customer complaint process. Assessment 2 examines record and data management, reviews customer service shortfalls, identifies reasons for these shortfalls, and proposes mitigation strategies. The report also includes an analysis of key performance indicators (KPIs), performance monitoring plans, and recommendations for improvement based on performance data and customer feedback, concluding with suggestions for enhanced customer service strategies. The report also discusses the different laws, rules and regulations that the company uses to ensure the success of the business.

Running head: MANAGEMENT
Management of Quality Customer Service
Name of the student
Name of the university
Author Note:

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Table of Contents
Assessment 1..............................................................................................................................4
Vision and Mission of Innovative Widgets............................................................................4
Customers of the Innovative Widgets........................................................................................4
Internal Customers.................................................................................................................4
Needs of Internal Customers..................................................................................................4
External Customers................................................................................................................5
Needs of External Customers.................................................................................................5
Product Quality Specifications of Innovative Widgets..............................................................5
Policy and Procedures................................................................................................................6
RATER Model.......................................................................................................................7
Customer Complaints.............................................................................................................7
Reflection of the Plan.................................................................................................................8
Assessment 2..............................................................................................................................9
Management of records and data...........................................................................................9
Part A.........................................................................................................................................9
Review of the information.........................................................................................................9
Review and Analysis of the customer service shortfalls........................................................9
Reasons for Service Shortfalls.............................................................................................10
Mitigation of the Problems...................................................................................................10
Report.......................................................................................................................................11

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Conclusion................................................................................................................................11
E-mail.......................................................................................................................................11
Part B........................................................................................................................................12
Role Play..............................................................................................................................12
Assessment Task 3...................................................................................................................14
Key performance Index........................................................................................................14
Plan or Procedure for monitoring team member’s performance against KPI’s...................14
Questionnaire...........................................................................................................................14
Issues and Actions....................................................................................................................17
Analysis of Performance Data and Customer Feedback......................................................17
Recommendations................................................................................................................18
Conclusion............................................................................................................................18
Bibliography.............................................................................................................................19

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Assessment 1
Vision and Mission of Innovative Widgets
Innovative Widgets Company is one of the largest and one of the most important
widget companies of Australia for the last few years. The vision of the company is to achieve
a superior amount of market share in Australia and the other areas where it operates as a
business unit. The management of the company has set a target of 10 years to achieve the
vision. On the other hand, the mission of the company deals with the current expansion of the
business across the island nation of Australia and also includes the plans of the country to
expand itself outside the country. Apart from this the company also has missions to deliver
the best and the most innovative products and service to the customers of the business. The
vision and mission of the business organization supports the development and growth of the
business in a systematic and planned manner. The management of Innovative Widgets has
provided extra concentration to the customer satisfaction levels of the organization and has
trained its employees in such a manner so that the customers are able to realise the full value
of the services provided to them by the organization.
Customers of the Innovative Widgets
Internal Customers
The internal customer of the business organization are a selected number of
employees of the organization along with the representatives of the customer service. The
internal customers forms an important part of the organization as they are important for the
development of the organization.
Needs of Internal Customers
The need for a proper working environment is highly important for the organization.
The customer service representatives needs a proper and efficient working environment

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which can help them to interact with the customers in a better manner. The presence of the
advance options helps to present the services to the customers in a quality manner.
External Customers
The external customers of the business are none other than the likes of the customers
who purchase the products of Innovative Widgets. The purchase of the products helps the
organization to determine the different types of the product qualities and assurances of the
organization in a systematic manner.
Needs of External Customers
The needs of the external customers are direct and quite easy to determine. The major
need of the customer at the very beginning includes the likes of the best quality product and
the presence of an excellent business service. Apart from this the pro-active presence of the
organization and prompt reply to the customers is also one of the major needs of the external
customers of Innovative Widgets.
Product Quality Specifications of Innovative Widgets
The products produced by the company generally include different kinds of the
graphical user interface models and some of the major widget engines. The widget programs
are quite popular among the users of these programs. Some of the major specifications of the
product are as follows;
Dimensions of the Widget- 10milimiter
Tolerances maximum- 3% difference
All kinds of products with maximum and minimum tolerances- 9.7 mm to 10.3 mm

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Pricing
The price of the widgets produced by the Innovative Widgets are determined in a
unique manner. The price is determined through the quality and size of the widgets produced.
The material of the widgets also comes into consideration during the determination of the
pricing of the widgets.
Material
The material of the products of Innovative Widgets comprises mostly of the different
kinds of plastics and metal.
Delivery Process
The delivery of the products is carried on mainly through delivery to companies or
sole customers through the use of the own delivery system of Innovative Widgets or through
self-pick up. The delivery is generally done within 72 hours of the business transaction. The
delivery process is a guarantee of the organization and the pickup process can be done round
the clock at any convenient time of the management.
Policy and Procedures
There are a large number of different processes that helps to support the business
policy in a proper process that are important for the business organization;
a. Customers are communicated through E-Mails, phones and other means of modern
day communication methods
b. The presence of the effective listening skills and communication skills are effective
for the use of the employees to provide updated and secure form of information
c. The use of the RATER model is highly necessary for providing reliability, assurance,
tangibleness, empathy as well as response of the organization.

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RATER Model
Purpose- The policy generally aims to ensure the proper management of the different
complaints which is mostly transparent in nature and helps to relate to the organization in a
proper manner.
Scope- The customer support department has a proper scope for the development of the
organization.
Legislation process- There are a number of different kinds of the legislation process that
includes the likes of Competitors and Consumers Act 2010, Privacy Act 1998 and some
similar acts support the organizational elements in a supportive manner.
Customer Complaints
Purpose- The policy generally tries to ensure the presence of a proper and efficient
management of the different business complaints that are registered by both the employees
and the customers.
Scope- The customer service department of the organization is important for the development
of the customer complaints process and feedback.
Legislation process- The use of a number of different types of the acts are important for the
success of the business in a trendy manner which is important for the business organization.
The Equal Opportunity Act 2010 is important for the business organization to ensure success.
Apart from this the Occupational Health and Safety Act 2004 and the Privacy Act of 1998 is
equally important for the organization.
Customer Complaints process- The customer complaints process will follow a number of
different steps. This includes;
a. Greeting the customers with utmost decency

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b. Clearing all the questions and doubts of the customers
c. Not to argue with customers
d. Asking for proper feedbacks
Reflection of the Plan
The above report clearly highlights the business planning of Innovative Widgets and
its performance in a strong and efficient manner. The performance of the company so far has
been impressive and has been able to meet all the different criterions of the organization. The
aim of the customer service is to provide the best value for each of the products and thus the
management of the company has provided extra care to the development of customer
satisfaction which makes the most of the organizational details. The aim of the customer
service is to convey passion for the organization which is being done in a proper manner. The
report also provides a clear idea about the proper use of the RATER Model which has been
the building base of the customer service perspectives. The better the customer service
perspectives, the better will be the chances of the organization to deliver the promised and
expected product. The name Innovative Widgets also add up to the reputation of the company
as because the name itself brings in an attraction towards the business organization which
helps the customers to feel attracted towards the business. The customer needs and the
employee needs are managed in a proper and effective manner which is also a major mean of
attraction for the company. I have also noticed that the laws. Rules and the legislations used
by the following organization are highly important for the success of the company in a strong
manner. I believe that with more attractive and innovative strategies and designs, the
management of the business organization can reach to new and challenging heights of
success.

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Assessment 2
Management of records and data
Purpose- The major purpose of the following process is to keep a strong and updated data
and record related to the different business processes of the organization.
Scope- The main scope of the organization is the management team of the company.
Legislation process- There are a number of different laws that helps to determine the process
of storing data and also supports the total process in a proper and essential manner. This
includes the Privacy Act 1988 and also the different codes of industrial practice.
Management of records and data process- The recordkeeping process of Innovative
Widgets includes a number of different business factors. They are as follows;
a. Clear and Accurate data
b. Clearly understood to the accessor
c. Totally confidential
d. Avoidance of incorrect information
Part A
Review of the information
Review and Analysis of the customer service shortfalls
Though, the last few years has shown a steady decrease in the performance of the
customer service department, the last few months starting from the month of June has shown
a slight increase in the performance of the business organization. The performance of the
business organization and the customer service department has suffered for a long time at the
past because of the negligence of the department and the inability of the department to follow

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the process of the organizational goals. The inability to satisfy the customers has led to the
absence of proper and effective level of dissatisfaction among the customers which is a
serious cause of concern for the organization. This dissatisfaction has given rise to major
issues that has been negatively influencing the customer loyalty and have been facing major
issues in the company. This leads to a number of different problems that has a direct effect on
the understanding of the customers of Innovative Widgets.
Reasons for Service Shortfalls
There are a number of different kinds of reasons that influence the shortfalls of the
organization. Some of the reasons are as follows;
a. Delivery of a totally wrong product
b. The delay in the services and the delivery of the products and also delay in the reply
to the feedbacks of the customers
c. Being arrogant and rough to the customers of the business
d. Absence of following the rules of the customers and employees
Mitigation of the Problems
The solutions to the problems depend on a number of different steps that needs to be
taken by the management of the business. The feedback program and the customer response
department needs to be dynamic enough to meet the new challenges. Some of the steps that
can help to mitigate the different issues of the organization are as follows;
a. Presence of a proper and developed training program
b. Pro-active service to the customers
c. Providing prompt and best replies to the customers
d. It is important to avoid providing any kind of wrong information to the organization

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e. A tracking system must be installed so that the organization can track the feedback to
the customers
Report
The following report has highlighted the present situation of Innovative Widgets and
has been influential in assessing the performance of the customer service department of the
business organization. A number of issues has been identified while the preparation of the
report. The problems in the performance issues and the rise in the performance services for
the last few months especially from the month of June has been clearly identified and
exemplified accordingly. The different types of the shortfalls that the organization has failed
to provide has also been identified accordingly. The solutions provided above presents a
strong case for the proper mitigation of the different problems accordingly.
Conclusion
The report presented above has presented a clear and transparent picture of the
organizational backlogs and has also presented a clear problem that has been an issue to
satisfy the customers of the organization in a proper manner. The management of Innovative
Widgets must consider the different innovative steps that has been recommended in the above
portion to get rid of the current issues and ensure sustainability and stability in the near
future.
E-mail
To, yoremineco.com
From: innovativewidgets.com
Respected Sir,

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We are extremely sorry for the inconvenience faced by you just because of our
negligence. There have been a number of different misunderstanding with the customers of
the business to gain the understanding of the problems caused. We in our management team
has been observing the tasks and the performance of the customer service department in a
strong manner that has led us to a number of different results. The customer inconvenience
has been a major problem for you and our other customers for the last few months. Being a
loyal customer of ours, we are extremely sorry and shameful from our side regarding the
customer service being delivered to you. The absence of the proper and exclusive customer
service thus has led to a loss of immense reputation.
We promise to change the company rules and be stricter from the future so that no
such problems may arise. A training program has also been arranged by us in order to ensure
the success of the customer service department in a proper manner. To make it sure for
another time, customer service is the main motive for us and it will remain same for the
future. We believe that the organization has the capability to regain the reputation and we
also believe that you will give us at least another chance to prove our capability and carry
forward our healthy relationship that has been the asset of us for years.
Thanks for being with us once again.
Thanking You,
Management of Innovative Widget
Part B
Role Play
Me- It is highly disappointing from your part, Mary for such a treatment to the customers
when you know firmly that customer satisfaction is the main aim of our company. It was not

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at all expected from a senior supervisor like you, who have been in the system for a long time
now.
Mary- I am really very sorry for such a careless behaviour. It was totally my fault and I have
been thinking of the matter from the time of the happening. It has been disastrous from my
side and I am really clueless as to why I reacted so strongly and sharply
Me- Mary, the client was and also is really angry with you as well as the company and it will
be a very tough thing to manage the situation and bring him into confidence. The
organization has been harmed because of your casual and clueless behaviour. This is not a
place to be clueless and aimless. You must have been much more careful in your approach
Mary- Sir I really misunderstood him and thought that he was being rude to me and also
being abusive. I had no idea that the client had ordered the product a long time back and I
was totally unaware of the situation. If I had been a little bit ware of the situation this whole
situation would have been avoided easily
Me- This is not the excuse and I don’t want such silly answers. The mistake has happened
and it cannot be called back. It is really a tough thing to manage the situation now as all our
reputation is at stake. It is also a grave problem for us as because the client has been a loyal
client for a long period of time and losing such a client can be destructive in nature
Mary- Sir, this is the last time I am committing such an error, I promise not to do such a
thing again. I request you to please give me a chance to prove myself in the future and also
prove my commitment towards increasing the reputation of the company in a proper manner
Me-Well I am convinced, but I must say that you must be careful in the future. Another
mistake from your part and I will be coaching you. This must be stuck in your mind again
and again that we must ensure that the customers must be satisfied at any cost

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Mary- Ok sir, I promise to deliver the best and must respect and handle the customers in a
better and effective manner.
Me- I must say that you should be careful and must follow all the different policies so that
you are able to handle the customers in a friendly manner. You must reply them quickly, in a
friendly and supportive tone. The better you follow the rules and better you obey the
regulations the better the chance of providing customer satisfaction
Mary- Yes Sir, I understand and will not repeat the mistake once again.
Assessment Task 3
Key performance Index
The Key Performance Indicators are one of the most important elements that helps to
improve the performance of the business in the most effective manner. Some of the main
KPI’s of the following report includes the likes of;
a. Customer complaints must be checked and taken care of within the receive of the
message within the first 24 hours
b. Issues and the different opportunities must be considered to meet the customer needs
c. Providing an increase in the sales of the company
d. Customer satisfaction is the most important aspect for the company to improve the
customers loyalty
e. The handling of the customer complaints must be done by the likes of the experienced
experts
Plan or Procedure for monitoring team member’s performance against KPI’s
A training plan and regime can help in the detection of the team member’s
performance against the key performance index of the organization.

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Questionnaire
Question 1 What is your gender?
a. Male
b. Female
Question 2 What is your Age?
a. 20-24 years
b. 25-30 years
c. 30-34 years
d. 35-40 years
e. 40 years and Above
Question 3 Are you a regular customer of the
company?
a. Yes
b. No
Question 4 Are you satisfied with the service
provided by Innovative Widget to
customers?
a. Yes
b. No
Question 5 What can you say about the product of
the company?
a. Very good
b. Good
c. Neutral
d. Bad

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e. Very Bad
Question 6 Will your choice affect due to the service
of the product?
a. Yes
b. No
Question 7 How do you think is the quality of the
customer service complaint cell of the
company?
a. Very good
b. Good
c. Neutral
d. Bad
e. Very Bad
Question 8 Do all your problems gets solved with the
customer complaint cell of the company?
a. Yes
b. No
Question 9 How can the customer service complaint
cell be rated?
a. Below Average
b. Average
c. Good
d. Very good
e. Best
Question 10 How can the customer service complaint

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cell be improved?
A. Prompt Action
B. Presence of good And experienced
experts
C. Strong Actions
D. Providing a decent organizational
experience to customers
Question 11 Will you recommend Innovative Widgets
to friends and others?
a. Definitely Will
b. Probably Will
c. Might or Might Not
d. Probably will not
e. Definitely will not
Question 12 What is overall experience?
a. Bad
b. Good
c. Better
d. Best
Issues and Actions
Analysis of Performance Data and Customer Feedback
The following report has been prepared based on the different recommendations of
the company and thus the following of these recommendations can ensure the success of the

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customer service department of Innovative Widgets. The different problems that are faced by
the organization need to be addressed in a proper and efficient manner to ensure business
success.
Recommendations
The recommendations of the organization includes the likes of;
a. Polite and decent treatment of the employees with the customers
b. Maintain an efficient relationship with the customers of the business
c. Delivery of the effective products in the most efficient manner
d. New technology can help in the tracking systems
e. On time systems
f. Use of better and effective communication systems
g. Improvement of relations in the different kinds of the training process
Conclusion
The report has been important and provide a detailed analysis of the customer service
department of Innovative Widgets. The issues has been addressed which plagues the
customer service of the organization. However, the providence of the best mitigating tools
and solutions has made the following report compact and productive in nature. The report has
also turned into an informative piece that can easily turn out to be important in nature.

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