GRADUATE SCHOOL OF BUSINESS
Prof. Lauro Guevara
Instructions:1)Answer as comprehensively as you can.
2) A hard copy and a diskette copy of your report must be submitted. E-mail submissions shall not count. ------------------------------------------------------------------------------------------------------------
1. Key Aspects:
a) What are the advantages of bringing customers into the transformation process or technical core?
I will first define what transformation process is. A transformation process is any activity or group of activities that takes one or more inputs, transforms and adds value to them, and provides outputs for customers or clients. Where the inputs are raw materials, it is relatively easy to identify the transformation involved, as when milk is transformed into cheese and butter. Where the inputs are information or people, the nature of the transformation may be less obvious. For example, a hospital transforms ill patients (the input) into healthy patients (the output). Transformation processes include:
■ changes in the physical characteristics of materials or customers ■ changes in the location of materials, information or customers ■ changes in the ownership of materials or information ■ storage or accommodation of materials, information or customers ■ changes in the purpose or form of information ■ changes in the physiological or psychological state of customers.
Often all three types of input – materials, information and customers – are transformed by the same organization. For example, withdrawing money from a bank account involves information about the customer's account, materials such as cheques and currency, and the customer. Treating a patient in hospital involves not only the ‘customer's’ state of health, but also any materials used in treatment and information about the patient. One useful way of categorizing different types of transformation is into:
■ manufacture –transport – the movement of materials or customers (for example a taxi service) ■ supply – change in ownership of goods (for example in retailing) ■ service – the treatment of customers or the storage of materials (for example hospital wards, warehouses). Thus, transformation process plays an integral part of operations. Customers are the lifeblood of every business. To support these vital resources, businesses spend a significant amount of time and effort maintaining customer satisfaction. In operation not only in marketing , there should be externally directed to meet customer requirements. This focus is not only in marketing but is now being integrated to operations as well. A key factor is that efficiency should never be sacrificed in the pursuit of meeting the needs of the customers. But also the customer could be a powerful driver for reducing waste and improving efficiency of all processes. This can be further develop on quality, product design, process design, service operations, scheduling and inventory control. Then brining in customers in the technical core will give better product and quality service, more product design thus giving variety of choices to customers and giving more convenience to consumers. Through which satisfying the needs of the customers is what every business’ main goal is. It will also be useful for customers feedback so we will know what customers want and we can serve their need with product and service, and promotion campaign. Obtaining information will help the companies learn more about the customer and their needs. The company can then use the customers feedback to modify its service and product...