Quality Improvement Customer Didn’t Want
Jack Zadow, a consultant has briefed Allan Moulter, CEO at Quality Care about the implementation system will reduce the operational cost, help in reducing the staff, reduce stress of employees, and simplify their service processes. As per the survey they have high customer retention rate Allan has doubt that this huge investment will not affect much. According to Pat Pentsone, CIO, reception centre is first touch point for customers so it is a critical point. She also foresee that they have to implement it anyway when government will intervene. Ginger Rooney, required human touch instead of machine. But they have the doubt about the information given by customer in survey. Customer need to tell what they required human touch or better quality service. After that when people will use it then they will recognize it & start to adapt the process. So Allan has to make the decision that whether they should move forward with new system or not, considering view of Jack, research by competitors.
The Nakamura lacquer company of Kyoto, Japan making lacquer for the daily table use with Chrysanthemum brand became bestselling brand in japan . But practically Nakamura had no business for American tourist. In this situation Mr. Nakamura received offer in rapid sequence from two visitor of the U.S. First visitor want 3 year contract for annual purchase of 4 lakh sets of lacquer. But brand name will be of that company. Second visitor have an offer of promotion and representation of his brand in US market for 5 year but Nakamura will not get profit in this duration. It is recommended that Mr. Nakamura should sign a deal with second visitor for growing his brand in the U.S market. Situation analysis
Mr Nakamura had taken over his old family business in that height where his lacquer demand reached 5 lakh sets in domestic market. His brand Chrysanthemum...
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