Operations Processes (HSC SSCE Business Studies): Flashcards
📚Flashcards
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10 cards from this deck
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Practise the cards
10 cards from this deck
Outputs in business operations
Outputs in business operations
Final goods/services delivered to customers
Three types of outputs
Three types of outputs
Goods/services, customer service, warranties
Customer service definition
Customer service definition
How effectively business meets/exceeds customer expectations
Core principle of effective customer service
Core principle of effective customer service
Right product, right location, right time
Premium pricing w/ superior customer service
Premium pricing w/ superior customer service
Can charge 10% more than competitors
Growth rate w/ superior customer service
Growth rate w/ superior customer service
Grow twice as fast as competitors
How many people does 1 unhappy customer tell?
How many people does 1 unhappy customer tell?
11 others, who each tell 5 more
Key to lasting customer relationships
Key to lasting customer relationships
Exceeding customer expectations
What are warranties?
What are warranties?
Promises to correct defects in products/services
What do warranty claims reveal?
What do warranty claims reveal?
Problems in transformation processes