Manage Quality Customer Service: Innovation Widget Report Analysis

This report examines a customer service plan developed for Innovation Widget, a leading Australian widget producer. The plan emphasizes the importance of customer service in business success, detailing how to identify and address customer needs, ensure products meet quality, time, and cost specifications, and monitor team performance. The report includes a customer service plan template with vision and mission statements, customer identification (internal and external), product quality specifications, and customer service guarantees. It also explores the RATER model (Reliability, Assurance, Tangibles, Empathy, Responsiveness) for measuring customer expectations. The report analyzes Innovation Widget's approach to delivering products and services, monitoring team performance, and developing strategies to achieve customer satisfaction. The report provides a framework for managing customer service records and reports, highlighting the significance of customer relationships and innovative customer service strategies. The assignment also includes the importance of customer satisfaction and retention. Furthermore, the report underscores the significance of quality, cost, and time in delivering value to customers, along with the benefits of consistent product delivery and effective communication.

Manage quality
customer service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Investigate, identify, assess, and include the needs of customers.........................................1
1.2 Ensure plans achieve the quality, time and cost specifications.............................................4
TASK 2............................................................................................................................................4
2.1 Deliver products and services to customer specifications within organisation’s business
plan..............................................................................................................................................4
2.2 Monitor team performance to consistently meet the organisation’s quality and delivery
standards......................................................................................................................................5
2.3 Help colleagues overcome difficulties in meeting customer service standards....................6
3.1 Develop strategies to monitor progress in achieving product and/or service targets and
standards .....................................................................................................................................6
3.2 Develop and use strategies to obtain customer feedback .....................................................8
3.3 Develop, procure and use resources effectively to provide quality products and services...9
3.4 Make decisions to overcome problems and to adapt customer services.............................10
3.5 Manage records, reports and recommendations .................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Customer service plays an imperative role growth and success of every business
association. It entails with taking care customers' needs in terms of providing or delivering them
high quality service and also provide assistance before and after purchasing. Most successful
businesses recognize the importance of providing outstanding customer service. A courteous and
empathetic interaction with a trained customer service representative can mean the difference
between losing or retaining a customer. When problems arise, customers should receive timely
attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good
relations. The customer planning process of the firm ensure that people are getting higher
customer satisfaction level (Ryu, Lee and Gon Kim, 2012). Customer service adds value to a
product and builds enduring relationship. In this modern era, business organisations are tend to
acquire new and innovative customer services so as to gain high competitive edge and market
share. Along with this, purpose of this document is to implement a framework towards
implementation or maintenance of an appropriate data or record management system. Innovation
Widget is the chosen organisation in this present assignment which is committed to manage
necessary records which are able to meet business needs as wells as its legal and financial
requirements.
TASK 1
1.1 Investigate, identify, assess, and include the needs of customers
About Innovations Widgets – Basically, innovation widgets is a leading producer of
Widgets in Australia which was implemented in 1952. These Widgets are used as elements for
various types of machinery, including industrial or domestic machinery. Innovative Widgets
Innovative Widgets is small firm with about 50 employees. All of their widgets are well
designed, functional and produced by managing high quality services. In addition, customers
over Australia expects to get qualitative and value added products at competitive prices.
Although, to run effectively of these innovative widgets various departments or staff are liable
for different roles and responsibilities at workplace (Mok, Sparks and Kadampully, 2013).
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Appendix 1: Customer Service plan Template
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Innovative Widgets Customer Service
Charter
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Welcome to Innovative Widgets!
Our vision and mission:
Create a vision and mission statement that
includes reference to customer services
Vision and mission statement of the
company – Vision statement of the company
encompasses with how firm will envision
customer services being delivered in the
future. On the other hand, the mission
statement of small businesses insists will what
a firm will do to accomplish its vision. This
may encompasses with firm's function,
objectives as well as philosophies.
Vision
The vision statement of Innovation
Widget is to be market leader in last five
years in terms of customer service satisfaction
by delivering timely and responsive services
with integrity, generate passion for excellence
while meeting buyers' expectations.
Mission of the company: -
 Innovate new ways of manufacturing
and testing widgets
 Deliver consistently high-quality
customer service internally and
externally
 Keep Australian businesses buying
Australian widgets through quality
products and second-to-none customer
service
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 Have the best safety record of any
widget company.
Who are our customers?
Our internal customers are:
List Innovative Widgets’ internal customers
List Innovative Widgets’ internal customers
Internal customers of the company are those
colleagues or department in business
organisation who are liable to do internal
function, like- how marketing will be used for
delivering internal services as well as
communication. It also involves those
activities that interacts with research and
development, human resources, production or
logistics, information technology and
customer services as these are the internal
parts of the company.
Our internal customers require:
List these customers’ needs
The basic needs of internal customers of the
company is to provide them healthy and
positive working environment as they can
perform in better manner. It is essential for
management to provide basic remuneration to
all employees as per their skills and abilities.
Our external customers are:
List Innovative Widgets’ external customers
External customers of the company are those
end users, target audiences and stakeholders
that have a huge impact on firm's market
condition. Along with this, external customers
exchange money to buy goods and services
and actually consume these products. These
people have an impact in corporate activities.
Our external customers require:
List these customers’ needs
The basic needs of customers is to deliver
them qualitative and value added products.
Customers also want to get effective products
at premium prices in order to gain high
competitive edge.
We’ll give you what you need … and more!
We promise to deliver a widget that’s right
for your needs:
List relevant productquality specifications
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 deliver premium quality products in
accordance with its commitments;
 work closely with customers to
understand their needs and the value
in use of its products;
 promote consistency of quality and
customer focus throughout the
company;
 align the company's business plans
with the quality requirements of the
market; and
 improve its value proposition to
customers over time.
We promise to support you:
List relevant customer service guarantees, e.g.
related to time, cost and after-sales support
 Providing products on or before
delivering time
 Cost of the products should be
affordable by maximum number of
customers
 Management should also have to
proper feedbacks and reviews from
clients after purchasing so as to attain
and retain for long term period.
We’ve support our people to support you!
Innovative Widgets’ policies and procedures
that support customer service include:
List relevant policies and procedures
Innovative Widgets’ policies and procedures
that support customer service include:
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Innovative Widgets records and data are
accurate, up-to-date and clear to ensure that
they can be used for the benefit of the
customer and service provision.
 They must be understood by anyone
who needs access to them.
 They are to be treated as confidential
and kept secure as per Privacy Act
1998
 Customer are allowed to see the
information which Innovative Widgets
hold about them
 Any incorrect information must be
changed or destroyed\
 Updated (date) CEO Innovative
Widgets 2014
Apart from this, RATER model can be
used by companies so as to measure
customers' expectations; the main elements of
this model are -
 Reliability – Ability to perform the
promised service accuracy.
 Assurance – Knowledge and courtesy
of employees and their capability to
improve trust.
 Tangibles – Appearances of physical
facilities, personal and communication
materials. Empathy – Provisions of caring
individualised attentions to buyers.
 Responsiveness – Willingness to help
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target audiences and deliver prompt
service.
Reflection – The main problem with performance of Innovation Widget is the execution
of effective customer services. By considering the mission statement of the company, to deliver
passion for target audiences as well as service experience. While developing a customer service
plan firstly I assessed vision and mission statement of the company then identified internal and
customers who have a huge impact on decision making process of the firm. Afterwards, there is
developed certain specifications of product quality in order to make it more effective. In order to
measure customers' expectations, I have considered RATER model.
1.2 Ensure plans achieve the quality, time and cost specifications
A manager can use various technologies and components for conducting an effective
research and effectively manage relationships with customers as well as train and align the
responsibilities to team members. Although, the process of customer relationship management
can be quite difficult or it can be a simply basic data which is retrieved from firm's point of view.
Customers expect to receive high-quality goods or service. Quality refers to the characteristics of
a product, system, service or process that meet the requirements of customers and other
interested parties (Lee, Lee and Kang, 2012).These characteristics are generally discussed in
terms of the value offered to a customer. Quality, cost and time are three components that
contribute to value. These are discussed below: -
Quality – A product's quality links with its capability to fulfil that purpose for which it
has been developed. Although, buyers are expected to confirm quality with safety legislation and
meet their demands in the best possible manner. They wish appropriate and clear description and
operating instructions to be available. Various components that must involve in product quality
are – performance (primary operating traits), features, reliability, conformance, technical
durability, serviceability, perceived quality, value of money erc.
Cost - A product's cost is linked with its quality, customers' expect competitive and
reasonable prices. Although, there are different dimensions of costs, such as- manufacturing cost,
value added, selling price, running cost (price is required to keep product running in market),
service cost ( cost of servicing of a product), profits (Rummler and Brache, 2012).
Time – Various dimensions of time are – manufacturing lead time, due date performance,
rate of product introduction, delivery lead time, frequency of delivery etc. Customers expect the
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product or service to be available when they need it and/or for it to be delivered on time. The
value associated with a product, process, system or service relies on the organisation’s ability to
meet the cost, time and quality specifications of the customer.
TASK 2
2.1 Deliver products and services to customer specifications within organisation’s business plan
Delivering consistent quality of products at competitive prices supports companies to
adopt needs and requirements of clients in order to create a positive relationship with them. It is
also beneficial in enduring customer relationship. Although, managing consistent delivery of
products by adding value in them requires higher knowledge of customers' needs as well as an
ability cope performance level of service team; this will support them to get rid out from difficult
situations (Wu, 2011). For instance – Innovation Widget is a widget company which provides
business technology rental solution through different Australian retailers. The firm follows an
open as well as collaborative approach in order meet customers' desires. The business model of
the company includes direct interaction or dealings with target audiences. Along with this, To
guarantee their item is addressing the requirements of both the end clients and their business
accomplices, the organization builds up a few deals instruments to show the reimbursement and
tax breaks after some time (for end clients) and to help business people in prescribing their item.
2.2 Monitor team performance to consistently meet the organisation’s quality and delivery
standards
There are various types of performance management frameworks which supports to
facilitate communication and direct behaviour at workplace; it will also contribute in foster mods
and determining positioning as well as production capacity of the firm. Following are the main
methods that can be assists to meet quality standards Innovation Widgets, such as-
Industrial relations – It covers different elements like – how staff members will be
remunerated in order to deliver effective customer services, educated and licensed people must
be hold, reasonable working hours and other employment conditions (Tan, Benbasat and
Cenfetelli, 2013). For example - Ensuring staff have accredited and up-to-date training towards
generating new and innovative widgets.
Code of practices – These are acquired or utilised to set fundamental requirements of
industry for a provision of certain products and services that are going to be delivered to buyers.
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For instance - Understanding and applying the code of practice that outlines service standards for
industry.
Financial transactions - Enactment guarantees that the monetary exchanges of clients
are receipted and that electronic instalment forms are secure. For example - Secure receipts
which are issued to check for possible pricing errors for customers.
Work health and safety – These legislations also ensure that all customers as well as
staff members are living in safe and secure environment while delivering customer services
(Zhao and et. al., 2012).
Methods include:
 formal training: presented by managers or trainers
 informal training: such as peer-group meetings, role-modelling
 trial and review: to ensure standards and legislation are being adhered to
 opportunities for feedback and improvement: formal or informal.
2.3 Help colleagues overcome difficulties in meeting customer service standards
Client benefit issues can run from identity clashes and contradiction over cost through to
physical dangers and legitimate activity. Overseeing staff in a client benefit part requires learning
of the different techniques for struggle determination and methods for applying them to the
group through powerful authority, supervision, instructing and tutoring. Along with this,
employees will frequently encounter troubles in the regions of client contact and or on the other
hand data administration (Sampson and Spring, 2012). A portion of the more typical challenges
identified with client contact and data administration are recorded underneath: -
Customer contact Information management
Handling customers complaints Product knowledge
Addressing customers' behaviour Record keeping and management methods
Relating to customer needs used empathy. Understanding customer inquires.
Obtaining customer feedback Aligning products and services with needs.
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