Q- Provide an example of each of the following [for full credit, you must answer
ID: 431370 • Letter: Q
Question
Q- Provide an example of each of the following [for full credit, you must answer (a) and (b)]:
A- Pick one of the generalizations noted in the “Customer Metrics and Their Impact on Firm Performance” article and describe an example of the generalization found in a real scenario. You may use an example from an organization (or industry) for which you do or have worked or you can find an example from past news stories or PR releases.
B- Provide an example of an organization either successfully or unsuccessfully implementing/following the links the service-profit chain. Your example does not need to detail every link in the chain, but it should incorporate a majority of the links.
Explanation / Answer
A. The customer metrics and it's impact on firm's performance (financially or economically) have positively related. If we want to calculate the correlation between both on the graph, the line must be upward sloping from left to right.
The generalization noted in the aforesaid name article is that customer metrics in terms of customer satisfaction and loyality creates a direct impact on firm's performance.
For example:
I used to work as an email executive in a firm named Magus customer dialog services. The job profile include answering the emails if the customer through call as well as mails. The firm said to have an outsource company which has been running the Airtel digital tv process.
The each email has it's own TAT (turn around time) and own problems may be linked with explaining charges, package provisioning, related with field etc.
But the customer satisfaction is very low amog customers, due to some policy of Airtel. There are following factors which are not user friendly and leads to decline in Airtel sales. Ultimately it has led to ramp down process from magus customer dialog services.
1. Delay in services from field side. For eg. Engineer didn't reach on time for site inspection and correcting the default, product such as hardware not of good quality
2 .Airtel app is not useful at all as customer can not make any changes in his package
B.Service profit link chain include various links such as employee productivity, employee satisfaction, employee loyality, profit and growth etc.
For example:
Converges a BPO is an example of an organization which provides good working condition for their employees.
For employee satisfisfaction and to take care of all needs of an employee, they are providing following faclities:
1.medical insurance, ESI and PF
2.coupons have been given to them to enjoy discounts on various eating outlets
3.education assistance also given by providing additional bonus.
As a customer oriented firm, the firm is running with the various process and providing customer satisfaction as well.
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