Answer to Question #226157 in Management for miki

Question

1. what are the mechanisms used in your organization to know customer needs and how your organization satisfy customer needs better than competitors.

2. Critical evaluate the service design process of the organization. Besides, discuss the influence of marketing, finance, human resource and other operational departments on service design.

3. Critically discuss the role of total quality management on improving customer satisfaction by applying six sigma principles.

4. Discuss with examples the role of supply chain management to achieve organization mission, vision and core objectives.

5. Critically evaluate challenges of Supply chain integration (internal integration, forward, backward and horizontal integration) in the organization.

Answer 1

Answer

1.

a)      Interviewing customers- This is done through asking customers what problems they have and what features they want.

b)     Conducting voice of customer surveys- The organization conduct Voice of the customers surveys collect data, from email or pop up on a website, about the attitudes and expectations of existing or prospective customers

c)      Analyzing competition from other firms through identifying the competitors’ strengths, weaknesses, opportunities, and threats.

2.

Service design process is a brainstorming procedure that brings together the design, web design, product design, graphic design and business departments to help the organization reach its next level of performance. The service design process involves the following steps;

a)      Complete review of all detailed processes

b)      Analysis and identification of failure points in current processes

c)      Process redesign and creation of new process flows and descriptions

d)      Alignment of new processes to industry standards and best practices

e)      Determination of any systems impact and required enhancements

f)       Analysis of resource requirements necessary to execute new processes

g)      Change management training and roll out to the organization

h)      Creation of measures of success and key performance indicators

i)       Monitoring and tracking of performance to ensure success

Besides, on service design, finance is responsible for securing financial resources at favorable prices and allocating resources throughout the organization. In addition, marketing influences service design positively since it assesses the customers wants and needs. On the other hand, operational departments support communication and sufficient interactions across organizational boundaries and customers are essential determinants on service design.

3.

Total quality management is a process to ensure that all work aims toward the common goal of improving product quality or service. Based on the six sigma principles, the role of total quality management is customer focus where it aims to meet the customer requirements and deliver beyond expected levels of product or service. Commitment from leadership is responsible to enhance conducive environment. In addition, making sure the management process flows smoothly and making sure efforts are systematic and scientific are core roles that the total quality management should focus on.

4.

To achieve the organization mission goals and core objectives, the supply chain management play three different roles by improving efficiency through managing production, inventory, and aiming to look for opportunities to change procedures to cut down waste. It also improves quality based on the feedback it gets from the customers about the product experience. Above all, the supply chain management is able to meet the organization mission and core objectives through improving quality, efficiency and stability of the supply chain.

5.

Challenges based on internal integration, forward, backward, and horizontal integration that supply chain integration faces are such as lack of information technology, lack of information sharing, lack of trust, system incompatibility and lack of knowledge.