week 5 project
9
Strategic Marketing
The key Product and Service offered by Samsung Inc.
Samsung Inc. unveiled in the late 1960s is a technological giant which has undergone diversity by incorporating innovation its business functions and operations. Samsung is a leading producer, designer and innovator of advanced electronics, microchips and TVs. In the local and international markets, the company is recognized by its proficiency in the production of consumer products which targets both the low and high end markets and consumers. In terms of products produced by the Samsung Corporation they includes mobile phones, chips, TV screens, and Laptops among other household consumer electronics. Due to the growth in technology the industry of technology and its critical processes has increased and changed the diversity for developing and increasing resources through competition. It faces stiff competition in the allocation of its products through local and international suppliers. It also has different and many outlets globally to help in distribution and customer services (Koren, 2010). The company also offers services in terms of customer care and delivery of the necessary support for its employees and consumers. It is also important to fully understand, develop and increase the allocation of resources to help in the delivery of the products to the market, collection of consumer reviews and more importantly, offering of the necessary support delivery for its consumers. Samsung has a fully functional customer service department dedicated to offering the necessary consumer support and clarifications.
Role of the Direct Customer Service Department
The role of the direct customer service department of the Samsung group is offering the necessary technical and collaborations between the consumers in offering and supply of necessary products, feedback and quality checks for its consumers. Samsung offers products, which are critical and integral to the performance of its consumers, communication, quality development and project management (Koren, 2010). The direct role of the customer service is to ensure there is collaboration between the vendors, suppliers and its distribution of its products to the market. Consumers use the direct customer care department as a source for quality checks and improvements. As a consumer of Samsung’s smartphones, the direct customer care becomes the pool of resources to offer, improve and increase the necessary resources. The direct customer care offers information and service delivery reports to consumers on products offered and marketed by the company. Serving and checks on quality improvement is another role the customer care department supports in the organization. Sometimes, the products might have errors and there is the need for checking on quality and distribution or missing details on consumer orders. The necessity of the customer care is to offer, develop and increase the potentials for quality assessment (Barrett, 2015). If there are any problems affecting supply and delivery of consumer orders, the customer care deals with requirement management and this is to ensure all customer needs are gathered and the necessary actions are taken to mitigate any challenges.
Samsung Service Delivery Process
Samsung delivery process can be associated with the identification of the direct customer care in a Samsung distribution center. This is the functionality of taking care of the customer’s need and offering the necessary information which could increase the alternatives of the consumers. As a consumer enters and addresses the customer care front office sales representatives on the issues of the client. If the client seeks a claim, reporting new quality issues and wants to purchase Samsung products, the service delivery offers the necessary processes for determining the necessary preferences of the consumer (Barrett, 2015). Receiving and processing the consumer processes and information can be tacky, hence, the company allows for the display of its electronic products. As indicated in the process below, the step by step delivery of service is offered and this help and will help a customer to choose the right products based on expectations, specifications and needs.
Considering the process of service delivery, the customer will choose on the right way and methodology for accessing and generating the necessary reviews. The customer is introduced into the product reviews while the sale rep has taken all the details and specification of a consumer. Through the process for checking the necessary changes, products the consumer will choose the right product. The customer and together with the sale representative will check the quality and validity of the product and this will proceed to product processing, payout and delivery if needed. Therefore, as indicated the processes is for service delivery for a consumer looking for a product in the Samsung distribution outlets.
Point of Failures in the Service Delivery Process
There are different point of failure in the service delivery as indicated in the service delivery of Samsung customer care. These point of failure includes:
a) Gathering customer needs
There is a challenge in the collection and gathering of consumer needs and expectations. It is also an essential bottleneck point in the whole service delivery process. The challenge is influencing how effective it will improve and increase the processes, ways and means for collecting the challenges in consumer needs gathering (Barrett, 2015). Collection of the necessary needs will determine the quality and requirement gathering for consumers in the future times.
b) Looking for qualified sales persons or customer care employees
Qualified personnel in the customer care department need to be qualified and able to process, offer and increase the necessary processes such as meeting the necessary expectations of its consumers. A qualified personnel can be able to improve the performance of a given department (Chou, Chen, & Conley, 2015). For instance, a qualified personnel can be able to effectively help consumers in deciding on preferences and able to fully offer value and generate the necessary services for employees and consumers.
c) Delivery processes
The delivery processes for the products is also a critical point of failure if the company does not have qualified employees and poor gathering of the consumer needs. This will fail the service delivery and management of requirements to help in capturing consumer value and satisfaction through the delivery process of the Samsung customer care department.
Why do you consider these to be possible contact point failures?
These are the necessary points of failure since they are the culture for meeting the operations and expectations of the company and its consumers. They could be the critical points of failure through:
a) Human resources
Qualified human resources will help an organization to offer the necessary support and how to fully increase and define the operations of a company. It is also important to fully hire qualified human resources to improve the performance and process for meeting and increasing the operations of a company (Barrett, 2015). The Samsung mission is to enrich life through technology and this can only be aligned with its business functions, if the company has qualified and experienced human resources.
b) Performance and efficiency
Secondly, there is also the critical failure which will affect the company’s operations in terms of poor performance. The poor process of service delivery through poor gathering of the consumer needs and expectations will affect and reduce the process of meeting and increasing consumer promotion (Chou, Chen, & Conley, 2015). Gathering consumers’ needs will help the customer care to offer the needed service and this will generate value but due to the process of communication, the customer care may fail in offering customer value.
c) Customer satisfaction
There is the need of meeting the needs for consumers such as in gathering the right needs and processing the consumer’s products. Sometimes, due to the poor infrastructure and planning, a company may fail to have the right schemes and communication platform to engage in the production of the necessary services. It is also a challenge due to poor allocation of underqualified personnel to service as the appropriate customer care services.
Recommendations
As an electronic consumer for the high and low ends of the global markets, the company needs to develop a customer care employee selection program. The program will offer an opportunity for the company to effectively integrate and ensure production and service allocation is possible. It is also essential to offer, influence and increase the necessary opportunities such as offering and meeting the expectations of its consumers (Chou, Chen, & Conley, 2015). There is also the need for developing the necessary infrastructure to help employees and service delivery to meet the mission and vision of the company in the community. The allocation of infrastructure involves the automated gathering of consumer needs and expectations. This will help in retrieval of the customer details during the payout and delivery of the necessary products. Finally, to ensure there is a productive customer care service in offering the necessary services which meets consumer expectations is developing the necessary culture to improve and meet the structure of the company’s leadership. The customer care should be extensively involved in making decision based on strategic operations of the company (Chou, Chen, & Conley, 2015). Service delivery will also involve the certification of supplier and vendors of the Samsung group and this will also include the development of supplier programs to effectively help the company to comply with Samsung culture.
Brand Positioning on the New Service Delivery
The company’s products and services will also meet the automation of the service delivery based on the positioning of the company serving both the low end and high end consumers in the community. Considering the potential of the market in considering the necessary services such as planning, creating and increasing the necessary services will effectively increase, develop and promote the service delivery processes. It is also essential to develop a platform which will align the service delivery, company mission “To devote our talent and technology to creating superior products and services that contribute to a better global society” (Jung, 2014). Therefore, there is the need for supporting the creative development, planning and implementing the logical solution such as implementing the strategic delivery processes. Offering the essential products will help to improve and reduce the operations focusing on the productive, low level management and implementing the service delivery in the local and international markets.
References
Barrett, M., Davidson, E., Prabhu, J., & Vargo, S. L. (2015). Service innovation in the
digital age: key contributions and future directions. MIS quarterly, 39(1), 135-
154.
Chou, C. J., Chen, C. W., & Conley, C. (2015). An approach to assessing sustainable
product-service systems. Journal of Cleaner Production, 86, 277-284.
Holweg, M., & Miemczyk, J. (2003). Delivering the ‘3-day car’—the strategic
implications for automotive logistics operations. Journal of purchasing and supply management, 9(2), 63-71.
Jung, S. C. (2014). The Analysis of Strategic Management of Samsung Electronics
Company through the Generic Value Chain Model. International Journal of Software Engineering and Its Applications, 133-141.
Koren, Y. (2010). The global manufacturing revolution: product-process-business
integration and reconfigurable systems (Vol. 80). John Wiley & Sons.
Samsung (2018). Customer Care Service. Accessed on 13th Feb 2018. Retrieved from:
http://www.samsung.com/semiconductor/support/customer-service/
Negotiate & Counteroffer: Agreement?Customer starts at the direct customer care centerConsult with the sales representative to choose a product offered by SamsungReview the quality check and validation of the products.With the Sales Representative, check the necessary products which meets your specificationsView the product and choose the one which meets your needs and expectationsSelect the ideal product, device or chip which meets your satisfaction. Accept the terms and conditionsSecure the warranty and conduct quality checks while validating the product (s).Buy the product. NoYes
Negotiate & Counteroffer: Agreement? Customer starts at the direct customer care center Consult with the sales representative to choose a product offered by Samsung Review the quality check and validation of the products. With the Sales Representative, check the necessary products which meets your specifications View the product and choose the one which meets your needs and expectations Select the ideal product, device or chip which meets your satisfaction. Accept the terms and conditions Secure the warranty and conduct quality checks while validating the product (s). Buy the product. No Yes