inning Order Fulfillment systems ask themselves, “ How can we be better than our
ID: 355358 • Letter: I
Question
inning Order Fulfillment systems ask themselves, “
How can we be better than our
competition”?
To accomplish this they categorize their processes into five major areas of
concentration. These are
?
Product Availability
?
Timeliness
?
Transparency
?
Service Recovery
?
Efficiency
Your assignment is to consider your own organization (or an organization you are
familiar with from previous experience) and rate the categories in order of importance
for your organization. Use the chart below to rank your organization
Process
Ranking
1st
2nd
3rd
4th
5th
Product Availability
Timeliness
Transparency
Service Recovery
Efficiency
You need to justify your reasoning, based on the readings and your experience.
Explanation / Answer
Below is how the categories are rated or ranked for my organization which is a Consumer Goods Retail firm -
Ranking Category Reason 1 Product Availability Due to the heavy competition the the retail space, it is important that the product(s) is/are available in the shelf to avoid lost sales from consumers who might switch to other retailers easily. This is the most important factor to retain customers and increase customer loyalty. 2 Efficiency The retail firm needs to ensure that the processes are efficient and the waiting or queuing times of customers are reduced at point of purchase as well as billing counters. Disgruntled customers due to increase in waiting times lead to loss of sales. 3 Timeliness Timeliness is important for any discount or promotional offers to attract new consumers and retain existing consumers. Also, timely availability of products based on seasonality, trends and other factors increases the responsiveness. 4 Service Recovery In case of any issue the customer faces, there is a high chance that he/she might feel dissatisfied and avoid shopping again in the store. The customer service issues need to be avoided in future and the retail firm needs to ensure all means to recover the confidence from customers. 5 Transparency Transparency with respect to pricing, quality and promotional offers is important for consumers to feel that they have enough information to make a purchase decision.Related Questions
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