Pick one operations management concept from chapters 1 – 7. Explain how this concept is being applied in an organisation you are familiar with. Mention any two (2) challenges associated with implementing the concept in the organisation.
Answer: Operation Management is the overall coordination of products required for creation and distribution of products and services. Customer operation/care or services are operations that directly engage the customers and are extremely important part of increasingly globalised and commoditized marketplace. Businesses today require an efficient and extremely rigorous customer centric operations management system so that they can have a competitive advantage. It can shape the overall success and reputation.
Talking about successful businesses, one can never forget about Apple. There is a reason why they are market leaders in not just technology but also customer care. What apple does is that it focuses on customer needs more than the company wants where they are able to analyse exactly the kind of services that will help the customer. For example, even on the busiest of holidays, Apple’s customer care executives our one call away. as a company, they always focus on their customer and train each of their employees to go above and beyond in understanding the needs of their customer. They have ventured into the realm of customer relations management where they offer complete personalised solutions to their customers so as to create a unique experience that will ensure customer retention.
One of the biggest challenges that apple face sin this context is making the expensive iPhone seem exciting again to new buyers. Or another hurdle could be to make existing buyers invest more on a newer model. Not being able to offer big discounts can really make the market super competitive as more and more android phones enter the market and grab the buyer’s attention.
Another problem is the fact that the closed ecosystem of apple products that tend to create a difficult solution for the management team. The software, security and license associated with various services needs lots of correspondence and this may be extremely time consuming from a business perspective.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard business review, 85(2), 116.
Gorry, G. A., & Westbrook, R. A. (2011). Once more, with feeling: Empathy and technology in customer care. Business Horizons, 54(2), 125-134.
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