Business processes are defined as the workflows that includes transforming a set of inputs into essential outputs of delivering a service or product to a client, explains Keningham and Aksoy (2009). In essence, a business process is a “standardized set of [related] activities that accomplish a specific task”, such as processing customer orders and once completed, will accomplish an organizational goal (Baltzan, 2015, p. 29).
Complaint 1:
A passenger on a trip with a major airline, Mango Airlines SOC Ltd, was being dripped on by moisture leaking from overhead vents. The passenger tabled the incident to the stewardess who indicated that all vents in the front 2 rows contained similar problems. He then inquired from the stewardess whether she …show more content…
Inappropriateness of the stewardess’ response?
His response was inappropriate as it concluded the following about Mango
• That Mango disregarded consumer needs
• That Mango possibly does not have effective maintenance systems for their airlines, hence questioning issues of safety.
• That Mango refuse to confront and rectify a problem, even when tabled by their own employees.
Advisable Response for the Stewardess:
• Take acknowledgement of a persisting problem plus agree to table reports of passenger complaints with Mango’s central headquarters speedily.
• Temporarily halt the leaking or suggest to relocate affected passengers to other seats if possible.
• Offer sentiments or discounted the customer on their next flight.
• Supply chain management is the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability. Mango can come up with a convenient SMS or website customer complaints initiative to enable better communication with consumers and conduct online surveys to have data constant, recent and relevant data regarding consumer satisfaction or suggested areas of …show more content…
After a few months, it started malfunctioning. The Apple store involved indicated that it will not replace the mobile handset on unfair suspicions that it “showed effects of personal negligence that resulted in battery corrosion”.
Consumer Response
The consumer reiterated that the iPhone was never exposed to liquid of any sort, and subsequent demands for consumer service was encountered with the absurd and illogical excuse that the corrosions resulted from regular exposure to midair and Apple still will not fix or replace the mobile handset free of charge and accused the customer of being a compulsive liar.
Customer relationship management includes management of all aspects of consumer relations with a company to improve consumer loyalty, retention, and a company’s profitability. Through effective CRM reporting and analysis technologies, and good after service of product lines, Apple Inc. can decrease consumer buying power and reduce the threats of new entrants into the market. It might appear counter-intuitive, however, a manager’s potential to deal with consumer complains effectively offers a great chance to turn unhappy clients into active promoters for the company (Baltzan, 2015, p. 29; Koch,
Complaint 1:
A passenger on a trip with a major airline, Mango Airlines SOC Ltd, was being dripped on by moisture leaking from overhead vents. The passenger tabled the incident to the stewardess who indicated that all vents in the front 2 rows contained similar problems. He then inquired from the stewardess whether she …show more content…
Inappropriateness of the stewardess’ response?
His response was inappropriate as it concluded the following about Mango
• That Mango disregarded consumer needs
• That Mango possibly does not have effective maintenance systems for their airlines, hence questioning issues of safety.
• That Mango refuse to confront and rectify a problem, even when tabled by their own employees.
Advisable Response for the Stewardess:
• Take acknowledgement of a persisting problem plus agree to table reports of passenger complaints with Mango’s central headquarters speedily.
• Temporarily halt the leaking or suggest to relocate affected passengers to other seats if possible.
• Offer sentiments or discounted the customer on their next flight.
• Supply chain management is the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability. Mango can come up with a convenient SMS or website customer complaints initiative to enable better communication with consumers and conduct online surveys to have data constant, recent and relevant data regarding consumer satisfaction or suggested areas of …show more content…
After a few months, it started malfunctioning. The Apple store involved indicated that it will not replace the mobile handset on unfair suspicions that it “showed effects of personal negligence that resulted in battery corrosion”.
Consumer Response
The consumer reiterated that the iPhone was never exposed to liquid of any sort, and subsequent demands for consumer service was encountered with the absurd and illogical excuse that the corrosions resulted from regular exposure to midair and Apple still will not fix or replace the mobile handset free of charge and accused the customer of being a compulsive liar.
Customer relationship management includes management of all aspects of consumer relations with a company to improve consumer loyalty, retention, and a company’s profitability. Through effective CRM reporting and analysis technologies, and good after service of product lines, Apple Inc. can decrease consumer buying power and reduce the threats of new entrants into the market. It might appear counter-intuitive, however, a manager’s potential to deal with consumer complains effectively offers a great chance to turn unhappy clients into active promoters for the company (Baltzan, 2015, p. 29; Koch,