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Elements of service-delivery system

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Reference no: EM133113711

Question 1.

Consumers provide a lot of free information via technology in the form of blogs, discussion groups, website product reviews, webpage clicks, and so on. Companies can leverage this information by carefully monitoring comments about their products, as well as their competitors' products.

Explain the influence of technology on the five elements of a service-delivery system (e.g., the voice of the customer, etc.).

Question 2.

Culture defines the unique lifestyle for a nation or region. Since businesses locate their factories, call centers, warehouses, and offices around the world, operations managers need to be sensitive and understand the local culture. Notions of authority, time, color, value, respect, humor, work ethic, manners, and social status may be quite different from one's own cultural norms. Some companies employ global sourcing agents to assist with identifying these cultural differences.

Explain why it is important for operations managers to understand the local culture and practices of the countries in which a firm does business. What are some of the potential consequences if they do not?

Reference no: EM133113711

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