MBA Operations Management: Integrative Operations Analysis for Luxify

This report provides an integrative operations analysis of Luxify's customer service, examining the operational challenges faced by the company, particularly in Hong Kong. The analysis identifies issues such as long wait times, unresolved complaints, and repeated call transfers, which contribute to decreased customer satisfaction. The report explores various tools like Lean synchronization and CRM systems to address these challenges and improve operational efficiency. A flow chart analysis and FEMA are used to identify the root causes of failures within the customer service process. The study emphasizes the importance of streamlined processes, effective resource allocation, and continuous improvement to enhance customer service, retain customers, and maintain a positive brand image. Recommendations are provided to improve the customer experience and streamline operations.

Operation Management
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Table of Contents
INTRODUCTION......................................................................................................................... 3
INTEGRATIVE OPERATION ANALYSIS....................................................................................3
OPERATION............................................................................................................................... 3
OPERATIONAL CHALLENGE.....................................................................................................4
TOOLS........................................................................................................................................ 5
DATA........................................................................................................................................... 6
ANALYSIS................................................................................................................................... 7
EVALUATION.............................................................................................................................. 8
CONCLUSION............................................................................................................................. 9
REFERENCES.......................................................................................................................... 11
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INTRODUCTION
In every process or method there is an effective and systematic operation which is to be
followed. Basically, integrative operation refers to combination of people, process, organisation
etc. This allows in attaining of goals and objectives in effective way. However, it is important to
analyse operation so that errors are identified and then accordingly changes are made. Through
it, changes are made to increase operational efficiency. There are many areas where variation
can occur in operation (Gholizadeh, and et.al., 2019). This report will discuss about operation
analysis of Luxify and challenges faced by in it. Along with it, tools and techniques of solving
challenges will be discussed. Besides that, data will be analysed and evaluated and at last
recommendation is given.
INTEGRATIVE OPERATION ANALYSIS
An operation is a combination of various process and methods which is followed to
complete a task. Within an operation process are interrelated to each other. In addition,
operation is developed on basis of needs. It defines steps by which task are carried out. By
analysing operation, it gives insight on what needs to be improved and where. The data is
gathered to measure efficiency of it. Hence, overall operational productivity is enhanced by
bringing change in process. Also, cost, schedule, etc. and other parameters are analysed.
There are various tools and techniques on basis of which analysis is done. This depend on what
type of operation is and need of organisation.
Here, it is found that Luxify is online market which is operating in Hong Kong. They provide
various types of goods to people. It is necessary for company to provide customer services to
people. For that there is a specific process or procedure which is followed. Through that, it
becomes easy to solve customer problem and retain them (Ichinose, and et.al., 2018). As
customer have many complaints regarding product quality, feature, etc. So, there is need to
provide quick and effective customer service.
OPERATION
In an organisation there are different types of operations to be performed. So, in them,
various process and procedure are applied which makes it easy to perform operation and attain
goal. Customer service is operation of providing after sales services. This is done in order to
take their feedback and retain them. Apart from it, customer issues and problems are solved in it
which allows in gaining their satisfaction. The main aim is to interaction with customer and
providing support to them. Moreover, it focuses on fulfilling customer needs. Furthermore,
customer service should be provided in consistence way and with efficiency. Besides that,
customer service has to be prominent enough so that issues can be solved. Basically, it is a
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very simple and easy process as it does not require specific defined method in it (Kang, Zhao,
and Horst, 2016). There are various types of customers which avail services. they may face
certain issues in it. It can be related to either product feature, quality, etc. This operation is
related with sales and marketing as it is useful in finding out how many customers are retained
(Kolos, 2018). Additionally, what are their needs and what type of issue is being faced is also
identified in this
OPERATIONAL CHALLENGE
It has been evaluated that there are several challenges which is being faced in customer
service operation. Due to that, overall efficiency is being interrupted and customer loyalty is
decreasing. This is because customer complaints are not being resolved. Other than this, there
is rise in number of complaints as well which is not resolved as process is too long. Moreover, it
is found that customer have to wait for long time to talk to representative because call are
transferred over again (Kolos, 2018). This can be seen in process map as well. So, it has led to
serious frustration among them. It has enabled in poor satisfaction of customer. Here, another
problem is customer issues are not solved and calls are transferred over and over again. It is
because the process is too long. Due to that, it is taking a long time to solve their problem.
Thus, these are all issues being faced in present operation of customer service. This is causing
delay in offering customer services because calls are being transfer over and over again (Liu,
and et.al., 2018).
There is need to address this operation problem so that customer service problem can be
solved and it allows in gaining customer satisfaction. However, it will result in setting of simple
procedure to address issues in effective way. It means that customer complaints will be properly
solved at once. Also, due to these challenges it is leading to decrease in customer satisfaction.
Therefore, by addressing this issue, it will enable in making things to streamline and smooth
flow of it.
Current process map of customer service-
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TOOLS
It is necessary to use various tools in order to identify possible causes and defects in
overall process. Through that it becomes easy to understand overall process and work flow of
how customer service is solved. In addition, organisation failure results in creating disruption in
overall process management. Therefore, there are certain tools to analyse what failure can
occur within process. Through that, changes are made within process. the tool analyse entire
procedure and on basis it errors are identified. Thus, in Luxify several tools followed are as
Lean synchronisation- this is tool through which improvement can be done. here, it is based on
just in time principle where change is done as per demand (Parisio, Rikos, and Glielmo,
2016).
CRM system- This is another tool which can be followed to improve error and defects in
customer service process. It leads to putting practices in various places and automating process
so that things are done in proper way. It allows customer to stay in contact with staff. Apart from
it, this makes it easy to properly manage and provide high quality services to them.
Furthermore, an effective CRM system is useful in improving customer service and fastening of
process in effective way. The tool will also identify loopholes in process and eliminating errors
so that customer service network is enhanced. there has to be change in things of how entire
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procedure is to be done and what changes are made into it. This, in this way entire customer
service process is improved.
DATA
Methodology for finding cause of failure
It is necessary to find out failure of process so that changes are made into it. this allows
in analysing process and identifying area where change is needed. For that a particular method
is followed in it. Similarly, in Luxify as well there is particular method that is used in it. This is as
Flow chart analysis- This is a process which is used to display the entire flow structure of
process. It contains step by step method of how process flows from top to bottom. So, on basis
of that errors are identified and then on basis of that it is improved. With that it becomes easy to
find out process of work flow and then unnecessary things are eliminated from it. Thus, it helps
in mitigating risk by finding out errors in it (Radosavljević, Jevtić, and Klimenta, 2016 ). There
are many ways related to it when flow chart analysis is done. this makes things easy to evaluate
things in it and make it easy. In addition to that each step state whether specific step is process
or method in it.
Performance objectives – In this it was evaluated the performance of order and qualifier. Here, it
is found that order build trust among them and winner is cost is material one. Therefore, with
help of polar diagram it will help in analysing performance of entire customer process and
whether it is meeting standards or not. In addition to that through that it is also evaluated that
customer standards are followed or not in it. Luxify provide customer services so it will help in
finding out what much performance standards are followed. There are other ways as well
related to it.
FEMA- This is also a tool which is used to identify the factors which results in failure. Basically,
it is based on 3 questions that are likelihood of failure occur, consequence of failure and
detection of failure before it affects customer. However, with that it becomes easy to find out
errors within overall process and area where it is occurring. Thus, FEMA was applied in Luxify
customer service process to identify failure. Hence, with help of that there were many failures
which was identified. The failure that was identified was transfer of call over and over again. The
consequence of this was that customer was facing a lot of time in solving queries. Moreover,
staff time was wasted as well due to that. Thus, it was leading to decrease in their satisfaction
and sales and profit as well. Apart from that, another issue in process was customer have to
wait for long time to talk to representative. It resulted in dissatisfaction within them and loss of
brand image of Luxify. Other than this, there is rise in number of complaints as well which is not
resolved. So, it has led to serious frustration among them. (Radosavljević, Jevtić, and Klimenta,
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2016). Thus, causes of failure were long process of answering of customer calls. Also, due to
transfer of calls over it was leading to delay in solving issues.
ANALYSIS
Lean synchronization
Lean synchronization is a kind of tool that majorly focuses upon achieving flow of products
and services that can be used to understand and deliver products and services as per the
requirements of customers, in exact quantity, in lowest possible price (Kolos, 2018). Lean
synchronization will not only help Luxify online market place store in providing excellent
customer service to their customers and resolve their issues or complaints in a proper and
appropriate manner. Luxify is facing various kinds of challenges in terms of customer service
operations in not resolving customer complaints, network problem faced by customers,
transferring of customers complaints repeatedly. Due to these issues’ satisfaction and loyalty
level of customers is also reducing. Lean synchronization is one of the most appropriate tool
though which challenges faced by Luxify in terms of customer service operations can be
improved. This tool will help the organization in bringing improvement within customer service of
asper the needs and requirements of their customers so that satisfaction level of customers is
enhanced, and overall quality of customer service is also maintained.
Lean synchronization helps an organization to deliver products and in exact same quality
and quantity as customer wants exactly when they want and where they want (Jegal and et. al.,
2019). In order to resolve issues faced by customers in terms of customer service can be
resolved by Luxify though this tool. The tool will help the organization in eliminating waste or
useless procedure in whole customer service operations, involve all the resource that are
required to provide excellent customer service and bring continuous improvement within whole
customer service process. With the help of this tool improvement within customer service
operations can be brought in following ways:
 By involving required resources in customer service process especially human resources.
Luxify should involve customer representatives at each level so that complains made by
customers are not transferred repeatedly. A customer service team can be formed where
only issues and complaints of customers are resolved so that issues or problems faced by
customers can be resolved in a much easier manner which will also help them in enhancing
overall satisfaction level of customers.
 Luxify should focus upon providing time to time training to their customer representatives or
customer service providers or to network providers. In other words, all the employees in
volved in customer service operations should be provided with time to time training so that
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continuous improvement can be provided to employees and issues identified from time to
time within this process can be resolved and customer service provided to customers can be
enhanced.
 At last, delay in solving issues can be eliminated in such a manner that more number of
employees can provide effective and efficient service to customers. This will help
organization in reducing waiting time of customers for resolving their complaints, problem in
network can be resolved.
CRM system
CRM system is another tool with the help of which effective strategies can be developed
so that relationship between organization and customers can be resolved in a proper and
appropriate manner (Girchenko, Ovsiannikova and Girchenko, 2017). This system can be
adopted by Luxify for bringing improvement within experience of customers. This system can
not only help in enhancement of customer experience but can also help organization in
increasing satisfaction of customers, enhance their loyalty towards organization, strengthen
their relationship with their customers. CRM system can help Luxify to keep in continuous touch
with the customers so that they can easily understand their issues or problem faced by them
automatically. This system can also help Luxify to personalize their communication with their
customers so that network problem faced by customers can resolved, their problems or issues
will not be transferred again and again. Not only this, this system will also help Luxify in getting
to know their customers in a much better and appropriate manner.
EVALUATION
From the above analysis it can be said that lean synchronization and CRM system are two
most appropriate tools that can be used by Luxify to resolve all the challenges or issues faced
by them in terms of providing service to customers. However, there are many other
recommended ways though which improvement within customer service operation can be
brought such as: polar representation could have also been used by Luxify to bring
improvement within their customer service operations. This polar representation can be used to
evaluate ways in which operation meets Performance Objectives by comparing it with
customers’ requirements.
CONCLUSION
It is concluded that Luxify is facing several issues in process of solving customer services
and providing them high quality services. Alongside, it is found that there are certain issues
which is being faced by them within process. The issues are customer have to wait for long time
to talk to representative, complaints not being solved, transfer of call over and over again.
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However, for that tools used were CRM system and flow chart analysis. Moreover, the
methodology for it was performance objectives and FEMA analysis.
Therefore, it is stated that there is certain recommendation which is needed by company to
improve customer service process. Here, they need to install high tech devices in it to make
overall process automated. This will help in maintaining of standards and offering services in
more effective way. Also, process can be streamlined by making changes in it and eliminating
errors from it.
Recommendation-
There are various recommendation which can be followed by Luxify. It is as below
 The company can monitor its overall process of customer service to ensure that all
problems and issues are solved. For that they can integrate technology within process.
 Another is hiring of more customer staff to provide effective services to customers. This
will be useful in handling of customer in proper way.
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REFERENCES
Books and journals
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operation management of electricity and natural gas demands. Energy Conversion and
Management, 200, p.112069.
Girchenko, T., Ovsiannikova, Y. and Girchenko, L., 2017. CRM system as a keystone of
successful business activity. Knowledge-Economy Society: Management in the Face of
Contemporary Challenges and Dilemmas, pp.251-261.
Ichinose, R., and et.al., 2018. Use-assisting tool for autonomous mobile device, operation
management center, operation system, and autonomous mobile device. U.S. Patent
10,055,694.
Jegal, H., and et. al., 2019. Mutual synchronization of two lean-premixed gas turbine
combustors: Phase locking and amplitude death. Combustion and Flame. 206. pp.424-
437.
Kang, N., Zhao, C. and Horst, J.A., 2016. A Hierarchical structure of key performance indicators
for operation management and continuous improvement in production
systems. International Journal of Production Research, 54(21), pp.6333-6350.
Kolos, I., 2018. Systematization and development of the provisions for statement of lean
synchronization accounting of cash flow from operating activities of industrial
enterprises. Technology audit and production reserves. 4(4 (42)). pp.47-53
Liu, X., and et.al., 2018. Distributed operation management of battery swapping-charging
systems. IEEE Transactions on Smart Grid, 10(5), pp.5320-5333.
Parisio, A., Rikos, E. and Glielmo, L., 2016. Stochastic model predictive control for
economic/environmental operation management of microgrids: An experimental case
study. Journal of Process Control, 43, pp.24-37.
Radosavljević, J., Jevtić, M. and Klimenta, D., 2016. Energy and operation management of a
microgrid using particle swarm optimization. Engineering Optimization, 48(5), pp.811-
830.
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