Reference no: EM13945024

Activity 1:

Part A:

Plan reviewed of existing customer feedback is as following:

Quality specification highlighted by customers: Firstly we would be resolving delivery time that is 1.5 days than benchmarked date by checking up with delivery driver and managing team also may use express delivery method. Second issue is regarding single phone line due to which we miss many calls as the number is busy, so we would be talking to telephone agency to increase the line and set up a voice mail system. 3rdly our business is 48% that needs to be 75% which means 27% down of the status required for that we may give cutomer better service also by giving a call after delivery for their feedback and increase their interest in company that can help in growth of sale. We are allready giving 12 percent lower price as in market that is favourable to customers we may decrease it to 10% and give them some extra offer like 1 cylinder half price after 10cylinder or give them some kind of voucher on their purchase.

Time specification highlited by cutomers: Time specification problem that occurred is 1.5 day late delivery of benchmarked date to customers. That is one of the main problem we need to work with either by checking cylinder delivery team or managing/distributing team where the problem is occuring also if number of deliveries are double as required then we can get new towers to deliver cylinder and may start express delivery system.

Cost specification highlited by customers: We are giving a compititve price that is 12 percent lesser price cheaper anyone cheapest in market. The business is being down by 27% difference is due to late delivery and single phone line that make us loose our customers. Hence number of customers attached to company can be increase if we solve out these problems and ask for feedback from customers listen to them carefully.

Part B:

1. Olym Gas supllies is very compititive gas company in market. It had provided some measure that need to be resolved to gain more business. Two measures that show concern for cutomer needs are: Late delivery process that is occuring which means that customers are getting 1.5 day late delivery of benchmarked date. This would be resolved by either increse in delivery team or by resolving problem that is being occurred as cause of late delivery. Second thing that shows concern is single phone line due to which unlimited number of calls get missed because line is busy. This issue would be solved by increasing number of phone line by talking to telephone company also by setting up voice mail to ask customer their name and number if still line got busy also may activate hold process.

2. Recommendation for Olym gas company to ensure the plans achieve quality, time and cost specification of the customers are: By making delivering cylinder at accurate time even if not everytime but if any delivery got late must call customer and let them know that their delivery may get late that gives good impression to customers and shows our concern towards them on the other hand increse in delivery team or by resolving problem that is being occurred as cause of late delivery.Second thing is by increasing the phone line and asking phone company for hold line or voice mail procedure so as to stop missing calls from customers. Also as per cost of cylinder that is compititve in market 12% cheaper than that of cheapest one in market which is favourable to customers allready but we are down in business as per required rate that business must stand on, which is 48% instead of 75%. Business can be given a boost by providing customers some special offer may take discount from 12 to 10 or 8 percent that would be still compititve in market that no one can beat and advertise their offer everywhere. Also can offer full 12 percent discount if customer does not want the offer.

Activity 2:

Part A:

1. My organisation where I am working as Customer Service Representative is COLES EXPRESS. It is a fuel station. The target market of my organisation is anyone who drives vehicle, need fuel. It can be domesctic or commercial. Company give large commercial business Shell fuel card that gives them discount of 10% of their purchased fuel also domestic people can save 4cents per letre voucher by shoping from Coles Supermarket that is printed on their bill. Also There are many deals given apart from fuel like serving nearby living cutomers milk and other home products on supermarket price. Thus we provide best price and compititive deals in the market like if shop inside shop can save another 10cents and can buy anything also sell cylinders, ice, firewood and other sort of domestic/commercial products.

2. Organisation in approach in each of three main market determinants are as following:

Cost: In regards to cost our company fuel price is compititve to other. It may sometime be bit higher than other but serve many ways to get discount like using a supermarket shopping voucher or by shopping inside shop upto 20$ and saving is of 10cents per litre.

Quality: In term of quality we provide best fuel and customer service. We sell Shell fuels that is reknown in whole market and is awarded number one fuel in australia. We also have different sort of varities in petrol as 91,95 and 98. Also Shell fuel is used on racing tracks that shows how pure and synthetic energy it have also it has such molecules that cleans engine when run into it.