PLEASE, SOMEONE HELP ME WRITE A INTRODUCTION AND A CONCLUSION????????????????

Title of Paper

Miriam Harris

Alisha Beard

OPS/400 Business Process Management

3/15/22

Dr. Zacharia Varughese

Introduction

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Customer Satisfaction

Performance measures are used to assess and improve the performance of a business which also impacts customer satisfaction. Financial Measures track the difference between the value provided to the customer and the cost of producing and delivering the product or service. External measures track customer expectations in terms of product or service cost, response time, variety, and quality as well as customer satisfaction with performance. Internal measures track the performance of the process in terms of processing cost, flow time, process flexibility, and output quality. In addition, efficiency, productivity, cycle time, turnaround time, takt time, throughput, error rate, effectiveness, cost-effectiveness, capacity, quality rate, profitability, competitiveness, value, return on investment and timeliness are a few process metrics that can be used. Customer satisfaction is measured using surveys such as: CSAT, net promoter score, customer effort score, direct feedback, and indirect feedback. According to "Indeed Editorial Team" (2021), Key Performance Indicators (KPIs) are the critical (key) indicators of progress toward an intended result. KPIs provides a focus for strategic and operational improvement, create an analytical basis for decision making and help focus attention on what matters most. Customer retention rate, Servqual and churn rate are a few KPIs used to measure customer satisfaction. Customer happiness is a major part in customer loyalty. Customer loyalty is of great importance to a long and fruitful business relationship.

Managerial Actions

Performance management implements innovative solutions to improve employee performance and ensure the process delivers results to the business. The most important step is to create an ongoing process to include goal setting, performance planning, performance monitoring, feedback, and coaching. Equally important is to improve productivity with goal management, gather information from multiple sources, document, prepare and train, perfect the performance review, link performance with rewards and recognition and encourage full participation and success to effective performance management. To improve a customers perception, you can develop and maintain a positive connection with your customers, be open to feedback and strive to improve, leverage user-generated content to your benefit and share real customer testimonials. Other ways to manage customer perception and expectations are to provide comfort, distraction, information, explanation, manage expectations and ensure fairness. Some strategies to help improve the delivery of service and products consist of organize order priority, plan, gather team feedback, real-time order tracking, reduce paperwork, optimize routes, and employ route management software. Be human, communicate clearly, practice active listening, learn to empathize, use positive language, know your products and services, improve your technical skills and be solution focused are essential managerial actions for improvement.

Variable Demand

Nearly all businesses have a large list of different suppliers that provide multiple brands of the same products. This is what gives the customers a choice in their purchases. Take Amazon for example that has a very large variety of products, most of which have multiple different brands. usiness model was to be one vendor system. Amazon customers have the option of two different services. Amazon prime service offers customers expedited shipments with discounted shipping cost or in some cases no cost at all. Amazon does have a monthly fee for prime service which still benefits frequently returning customers. Both service and regular service play a factor in variable demand and maintaining or increasing sales.

Possible Strategies

Supply and demand are vital to customer expectations. The first strategic approach is to smooth the demand fluctuations. Shifting demand and capacity moves customers away from periods in which demand exceeds capacity. One approach is to change the nature of the service offering, depending on the season of the year, day of the week, or time of day. Another approach is to communicate with the customers. Warning customers about peak times and possible waits can have added benefits. In addition to communication, modify timing and location of service delivery to reflect customer demand more directly and differentiate pricing during slow demand by providing discounts and adjust capacity to match fluctuations in demand are equally important. The second approach is to match demand and capacity by adjusting or flexing capacity. Stretch existing capacity involves stretch time, stretch labor, stretch facilities, and stretch equipment. Examples include renting or sharing facilities or equipment, schedule downtime during periods of low demand, cross-train employees, and modify or move facilities and equipment to meet demand fluctuations.

Pros and Cons

There are different methods used to satisfy customers. Pooling resources are used to increase reliability, flexibility, and efficiency. However, pooling more and more resources together also decreases the overall efficiency once the demand is met (Reinboth, 2015). Some advantages of pooled organizations include ease of formation, no fear of over capitalization, autonomy of members, flexibility, stability of trade and reduced competition. Assigning specific resources to specific types of customers could benefit by compartmentalization of all resources. In contrast, it could lead to exploitation of consumers due to monopoly situations. Lack of stability, inefficiency, non-members benefiting, and uncertainty are all disadvantages of pooled organizations.

Proposed Strategy

In this paragraph, discuss and support the strategy you would recommend for specific circumstances. This paragraph should be a minimum of five sentences and should include a minimum of one source.

Process Performance

In this paragraph, provide examples of strategies that can improve the perception of process performance in qualitative terms (e.g., by reducing psychological issues that impact customer satisfaction). This paragraph should be a minimum of five sentences and should include a minimum of one source.

Process Improvement

In this paragraph, identify methods for improving process performance related to average flow time and average inventory. This paragraph should be a minimum of five sentences and should include a minimum of one source.

Measures

The use of internet is very important to society today for just about anything. You can do anything from communicate across any distance to buy and sale product worldwide. Measures can be taken by different companies to achieve things such as customer satisfaction, expediting products, and processing returns. Most all companies have online stores today because they know technology is an efficient way to get to a larger group of consumers. Old Navy is an online store that is used a lot because it is organized, and their product is shipped quickly and safely. Old Navy also has an app that is free and makes online shopping faster and easier. Most fast-food retailers also have apps that make ordering food easier, and it is ready faster. Decisions to make online stores and apps appeal to the younger generations that are starting to get their drivers licenses which makes it a smart business measure taken.

Conclusion

I will be looking for a strong conclusion. Your conclusion should be a minimum of five sentences.