Managing demand and capacity at the Department of Home Affairs Scenes of long winding queues have become
Question:
Scenes of long winding queues have become a standard feature at the Departments offices. South African citizens and residents waste productive time queuing for different daily services. Consumers expectations regarding the level of service have reached the lowest level, a situation described as unacceptable by customerdefined service standards and analysts as a ticking time bomb. The Department has hired you as a marketing consultant to help them manage demand and capacity to resolve excess demand. The people may have confidence in the Departments service delivery and spend their valuable time doing productive work to grow the economy.
Fictitious scenario
Discuss any five factors they must consider when managing service quality expectations. Support your answer to each factor with an appropriate example.
Based on the above scenario, identify five elements that the Department of Home Affairs can implement to increase capacity and smoothen demand in times of excess need. Support your answer to each strategy with a practical example.
Understanding Business Ethics
ISBN: 9781506303239
3rd Edition
Authors: Peter A. Stanwick, Sarah D. Stanwick