Response to Classmates Discussions

Week 5 Discussion 1

Tiffany Gordon

Technology is a huge part of everyone's daily lives. Unfortunately it is not as welcoming to some as it is others. For example my own father refuses to get a cell phone. With this being said the way that the community is and the way we all rely on our devices for different things this is a huge disadvantage to individuals not just like my dad but also ones that do not know how to work the devices that they do have. In our text it discusses the following five elements of a service-delivery system ; facility location and layout, services cape, service process and job design, technology and information support systems, and organizational structure (Collier & Evans, 2019). There are different ways that individuals can get their point across weather they love an experience or if they hated an experience. The different factors that come into play when customers discuss their experiences. From my most recent experiences facebook and google maps seem to be the places with the most reviews.  Service scape is one of the factors that come into play when a review is being made. If a customer does not feel as if they were respected then their will be some issues when it comes to what the customer has to say about the business. In addition to being respected both parties must have an understanding of one another. If there is not an understanding things can go very bad because one person may have felt that everything went okay when in all actuality it didn’t. Being able to listen to someone when there is a problem can make or break the situation. This is because if there is a problem just listening to what the issue is can result in finding a solution to solving the problem. Such as a situation like taking the temperatures of customers, technology is used when they create these machines that are used to take the temperatures of the customers without having to even be near them. Responding properly to the problem is what makes a company stand out from another company.  Instead of just pushing a certain situation to the side, providing a customer with a solution or a small amount of benefit from the situation can resolve the problem and eliminate further issues. Serving, by giving more than what is expected of you is what separates one business from another because this shows that there is actual a large amount of care coming from the business and whatever may have occurred.

 

References:

 

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

Alicia Jones

According to Collier & Evans (2019), service-delivery system design consists of facility location and layout, servicescape, service process and job design, technology and information support systems. The design of a good or service should begin with the voice of the customer to ensure that it meets the customers’ needs and/or wants (Collier & Evans, 2019).

One way that my employer captures the voice of the customer, besides through our Sales department, is through product reviews that are submitted through the website and through marketing analytics. The marketing department captures the number of clicks through the website. Additionally, Marketing uses SEO which is search engine optimization. SEO tailors an organization’s website through keywords and coding to position a higher ranking within search engines such as Google, Bing, and Yahoo so that the website will show up at the front of the list because humans don’t typically want to go beyond the first page of results (Dewey, 2019).

The coronavirus pandemic has forced technology upon many organizations as they’ve been forced to allow employees to work from home when possible. While video conferencing has been around for a while, the extent to which video communication outlets like Zoom and Microsoft Teams is being used now has really opened up the capability to meet virtually. This form of technology is not only for working internally but is also being used to meet with customers which aren’t allowing visitors to come into their facilities. Our engineers are able to meet with customers virtually to get their input on product design.

References:

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

Dewey, J., PhD. (2019). Search Engine Optimization. Salem Press Encyclopedia.  http://library.ashford.edu/EzProxy.aspx?url=http://search.ebscohost.com.proxy-library.ashford.edu/login.aspx?direct=true&db=ers&AN=89550646&site=eds-live&scope=site