Fluent Essays

(1) select a customer want (from the ones you identified in the value chain exercise) then mention the value chain function(s) you consider directly relates to the satisfaction of that customer want (in order words, the critical function(s) that will impact the most on the customer want), (2) evaluate how that function(s) is currently affecting the satisfaction of the customer want. Is the function working properly toward customer satisfaction?  (3) finally, identify which one(s) of the improvement actions suggested by you (if any) is intended to improve the value chain function to satisfy that customer want. If there is no improvement action (from the ones mentioned by you) to satisfy the customer want then, Is there something to be modified in the function in order to improve customer satisfaction? What to do?Business Implementation Name: Institution: Management in Action Customer Relationship management Customer relationship management is a practice that focuses on creating good relations with clients The focus of the practice is the development of a high degree of efficiency It improves the degree of responsiveness within clients by handling their issues It improves the regular communication within the two Customer relationship management is a practice that focuses on creating good relations with clients. The focus of the practice is the development of a high degree of efficiency. It improves the degree of responsiveness within clients by handling their issues. It improves the regular communication within the two 2 Challenges of implementing TQM Lack of support from the top management. Limited resources in terms of service delivery. Lack of enough funds. The TQM takes time to be successful Lack of support from the top management. Limited resources in terms of service delivery. Lack of enough funds. The TQM takes time to be successful 3 Efficiency Efficiency refers to the organizational effectiveness The application of positive communication practices Increasing the number of employees Creating realistic goals that can be easily achieved Efficiency refers to the organizational effectiveness. The application of positive communication practices. Increasing the number of employees. Creating realistic goals that can be easily achieved 4 Importance of Value Chain Management Value chain management increases business efficiency. It plays an important part in the creation of predications. It creates a competitive advantage to a company. It increases the general productivity Value chain management increases business efficiency. It plays an important part in the creation of predications. It creates a competitive advantage to a company. It increases the general productivity 5 Inovation Innovation refers to the process of creating new ideas. The use of brainstorming is a perfect approach. Focusing on diversity is the other practice. The application of market research is also productive in this case. Innovation refers to the process of creating new ideas. The use of brainstorming is a perfect approach. Focusing on diversity is the other practice. The application of market research is also productive in this case. 6 Responsiveness to Customers It is measured by evaluating the outcomes in terms of sales. Employee turnover also evaluates the issue. The level of organizational diversity also explains the matter in a broader perspective. Increasing efficiency is the point of focus that can be applied in the evaluation process It is measured by evaluating the outcomes in terms of sales. Employee turnover also evaluates the issue. The level of organizational diversity also explains the matter in a broader perspective. Increasing efficiency is the point of focus that can be applied in the evaluationLO9-1 Explain the role of functional strategy and value chain management in achieving superior quality, efficiency, innovation, and responsiveness to customers. LO9-2 Describe what customers want, and explain why it is so important for managers to be responsive to their needs. LO9-3 Explain why achieving superior quality is so important, and understand the challenges facing managers and organizations that seek to implement total quality management. LO9-4 Explain why achieving superior efficiency is so important, and understand the different kinds of techniques that need to be employed to increase efficiency. LO9-5 Differentiate between two forms of innovation, and explain why innovation and product development are crucial components of the search for competitive advantage. Value Chain Management: Functional Strategies for Competitive Advantage CHAPTER 9 Learning Objectives After studying this chapter, you should be able to: jon18372_ch09_246-275.indd 246jon18372_ch09_246-275.indd 246 10/16/14 5:38 PM10/16/14 5:38 PM Final PDF to printer Airlines are always looking for ways to board passengers faster and more efficiently. What slows down boarding and departures? Both passengers who jump the line and those who pay for early boarding may be in the aisles as others try to board. Why is efficiency important? Is it faster to board the back of the plane first? Or should airlines file in passengers with window seats first, followed by those with middle seats, followed by those with aisle seats? What about just assigning passengers to ran- dom groups and boarding that way? Or how about not assigning seats and just allowing passengers to sit wherever they want? These were the questions some major airlines were asking themselves recently in an effort to improve their punctuality rat- ings. Late departures and arrivals cost air- lines dearly in more ways than reputation, so making sure boarding occurs in a timely manner is of great concern to the industry, as well as to passengers needing to make connecting flights. Certainly the first two options sound like they would be faster than the free-for-all of allowing random groups to board at the same time or allowing passengers to sit wherever they like. Yet two recent studies found that random boarding does work a little quicker than the other options, believe it or not. One study was conducted by American Airlines. It spent two years studying ways to speed up the boarding process and landed on randomized group boarding for most passen- gers. The airline still gives families, military per- sonnel, and travelers with elite status priority boarding. It also allows passengers the option of paying for early boarding if they choose. Part of American’s study had observers watch thousands of boarding processes to see where things bogged down. Carry-on bags were a big