Response to Classmates Discussions

Week 4 Discussion 2

Alicia Jones

Sep 1, 2020 7:58 AM

About 10 months ago, my daughter was hit head on at a stop sign because the other driver turned into her lane. Luckily neither vehicle was moving fast so there were no injuries. As if having an accident like this isn’t traumatic enough, the whole experience with the insurance company was very frustrating. Once the claim was started and my daughter’s car was taken to the body shop for repairs, the lack of communication from the insurance company was unacceptable. My daughter is 23 years old and she has her own policy, so all communication had to be handled by her with me assisting in the background. The agent wouldn’t return phone calls and in fact she seemed to only communicate via text which took days to get a response. At first, the agent made my daughter think that the accident was a “no fault” accident just based on the other party’s word. If that had been the case, then my daughter would have been responsible for the damages to her car. She was literally rolling up to a stop sign when she was hit. She had no way to prevent the accident from happening.

Police did take photos at the scene; but the other party’s car had to be moved to clear the roadway. When asked if the insurance company had obtained the photos, she was told that they had been requested. After a week of waiting, my husband went to the police department to request the photos himself. They gladly provided the photos for a $20 fee on the spot and explained that they had received no phone calls or emails requesting the photos from the insurance company. When my daughter questioned the insurance company, she was told that they didn’t think the photos were necessary since both vehicles were moved. My daughter once again had to explain that her car had not been moved as it couldn’t be moved. In fact, it had to be towed to the body shop as it was undriveable. In the end, it all worked out for my daughter and they did find the other driver at fault. However, this experience really reflected negatively on the insurance company.

 As our text states, the way in which goods and services are provided, designed, and managed can make a difference in the customer experience (Collier & Evans, 2019). The customer experience for my daughter was one of aggravation and worry. In this instance, the typical aspects one thinks of operations management like forecasting, purchasing, facility layout, etc. isn’t what affected her experience. It comes down to quality management, which ensures that the service meets the customer expectation and requirement, or it could even be resource management, which ensures that the right amount of labor is available when needed (Collier & Evans, 2019). In this case, perhaps the agent was working on too many cases at once and couldn’t give my daughter’s case the attention that it needed. One other aspect of operations management as mentioned in the video, is motivating employees so they enjoy their jobs and want to do better (Magers, 2014). Perhaps this agent had no motivation to do her job well. 

References:

Collier, D. A, & Evans, J. R. (2019). Operations and supply chain management. Cengage Learning.

 

Magers, S. (2014, April 29). What is operations management? [Video] YouTube.What Is Operations Management?

Shira Hudson

Sep 2, 2020 7:06 PM

I remember shopping for an automated cat litter box two years ago. I was so excited to view this product online that displayed many positive attributes. I was highly convinced to purchase the item within the first two minutes. It was also great that the company offered a 30-day money-back guarantee. As a result, I ordered the product online which was a cumbersome task, however, the order was eventually placed. The product took three weeks to be delivered to my home. The advertisement promised the item would be shipped between three to five business days.

The day the product arrived; I was quite disappointed. The advertisement stated that it would be delivered already assembled. Well, it was not. There was a total of 275 pieces for the end-user to put together! Yes, 275 pieces! I was very upset. Reluctantly, I opened the plastic bag and attempted to begin putting the automated cat litter box together. Within ten minutes, I gave up. I began packaging everything back up and headed to the post office to return the item. Four weeks passed by and I did not receive a reply, confirmation of return, update, or refund. I contacted the company to inquire about my refund and had to escalate the matter with a Manager on duty. They failed to show empathy and was forced to submit the refund request.  I was completely dissatisfied with the entire experience. The attributes of my experience were completely negative and disgusted. The text explains experience attributes as being, “those that can be discerned only after purchase or during consumption or use.” (Collier & Evans, 2019)

The organization could have handled this matter much better. The organization could have had a process where they follow up with consumers once the package is confirmed delivered to check-in and gain feedback on the overall ordering process as well as product satisfaction. When compliant calls are received, the company should take ownership and do everything in its’ power to resolve the matter. The function should have a clear, well-defined quality control process. This includes the business adopting a continuous improvement plan. It is always good to “implement within your organization a continuous improvement mindset whereby everyone contributes to reassess processes, outcomes, and evolving business needs on a monthly basis.” (Council, 2020) Companies must be accountable for the experience of consumers. The issue I experienced could have been eliminated if handled promptly and effectively from my original phone call requesting my refund.

 

References

Collier, D. A, & Evans, J. R. (2019). Operations and supply chain management. Cengage Learning.

Council, F. B. (2020, May 27). Council Post: Review And Improve Business Processes With These 13 Strategies. Retrieved from https://www.forbes.com/sites/forbesbusinesscouncil/2020/05/27/review-and-improve-business-processes-with-these-13-strategies/#5b552fa837f1