Operations Management
QUESTION 1
The issues with poor customer service, resulting in customer complaints that come from a wide range of aspects about the centre and its staff are causing concern. You need to understand why it is happening and where the problems occur. Current complaints are pointers to the problems, but don’t give the required detail.
Present your plan which details complaints, assists in identifying problems and how to find a solution to increase customer satisfaction.
The Northstar HyperMall is the new development of a shopping mall, which has opened up in the UK. Currently all shopping malls developed by Northstar are operating across Europe. With the new development of the HyperMall, a number of problems and issues have arisen.
One of the major issues was that customers are simply not happy. There are concerns with poor customer complaints and staff complaints. After reviewing the current problems, it is essential for Northstar to highlight where these problems are evolving from. Some problems which have been identified through the case study include the initial development and operation of the malls through Europe. With this being an issue, it is likely that the market within the UK for this type of development may have not been particularly well researched. It is vital that Northstar addressed the issue of market research and penetration, as customers within the UK and Europe are likely to have different needs and market trends.
Customer service is an important aspect to any business, as it is a means of identifying and satisfying consumer needs. This is an additional problem Northstar is experiencing due to staff issues, and as a result are receiving various customer complaints. These complaints are mainly linked to the quality of customer care delivered by staff around the shopping mall. Once reviewing the staff issues, the General Manager of Northstar was able to identify that the complaints were derived from the ‘Help Staff’. The role of the
The issues with poor customer service, resulting in customer complaints that come from a wide range of aspects about the centre and its staff are causing concern. You need to understand why it is happening and where the problems occur. Current complaints are pointers to the problems, but don’t give the required detail.
Present your plan which details complaints, assists in identifying problems and how to find a solution to increase customer satisfaction.
The Northstar HyperMall is the new development of a shopping mall, which has opened up in the UK. Currently all shopping malls developed by Northstar are operating across Europe. With the new development of the HyperMall, a number of problems and issues have arisen.
One of the major issues was that customers are simply not happy. There are concerns with poor customer complaints and staff complaints. After reviewing the current problems, it is essential for Northstar to highlight where these problems are evolving from. Some problems which have been identified through the case study include the initial development and operation of the malls through Europe. With this being an issue, it is likely that the market within the UK for this type of development may have not been particularly well researched. It is vital that Northstar addressed the issue of market research and penetration, as customers within the UK and Europe are likely to have different needs and market trends.
Customer service is an important aspect to any business, as it is a means of identifying and satisfying consumer needs. This is an additional problem Northstar is experiencing due to staff issues, and as a result are receiving various customer complaints. These complaints are mainly linked to the quality of customer care delivered by staff around the shopping mall. Once reviewing the staff issues, the General Manager of Northstar was able to identify that the complaints were derived from the ‘Help Staff’. The role of the
Bibliography: Hollins, B & Shinkins, S (2006). Managing Services Operations. London: Sage Publications Ltd Naylor J, (2002) Introduction to Operations Management, 2nd ed, Financial Times Prentice Hall Slack N, Chambers S & Johnston R, (2007), Operations Management, http://pmcrunch.com/project_management_process/market-research-the-benefits/ (Accessed 15th February 2010) http://www.jiscinfonet.ac.uk/InfoKits/risk-management/ishikawa-diagram (Accessed 15th February 2010) http://www.gaebler.com/How-to-Improve-Customer-Service.htm (Accessed 17th February 2010) http://www.thecqi.org/Knowledge-Hub/Resources/Factsheets/Total-quality-management/ (Accessed 20th February 2010) http://en.wikipedia.org/wiki/Continuous_Improvement_Process (Accessed 24th February 2010)