Read through the report, then read the following ideas for improving service. Identify the gap being closed by the new policy.
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Adopt a policy of no inventory stockouts while working with suppliers to improve supply. |
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Your Answer:
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Correct Answer: Better execution of specifications |
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The mystery shopper reported products that needed to be back-ordered in part d. CanGo can try to minimize such bad reports by better managing its inventory and maintaining closer relationships with suppliers. |
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Add customer service personnel to answer more efficiently customer phone and e-mail inquiries and complaints. Tighten standards to lower targeted e-mail response time of 12 hours or less. |
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Your Answer:
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Correct Answer: Better specification of service standards |
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More capacity means better customer service response times. It also allows CanGo to tighten service specifications, seeking to answer all inquiries within 12 hours rather than 24. |
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3. |
Add multiple delivery options, by company and by time (one-week, two-day, over-night), so customers can choose how quickly they want to receive their orders. Do a limited advertising campaign that highlights the new delivery options. |
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Your Answer:
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Correct Answer: Better communication of offerings |
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Options for customers will allow them to choose their delivery preference and how much they are willing to spend. CanGo figures that customers want this choice and has added it to its service. Now the firm must communicate this new capability to its customers. |
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© 2002 by Prentice-Hall, Inc.
