Mission
Discuss about the Business Process Modelling Challenges and Solution.
From the beginning the organization is involved in delivering the best to its people. The mission is to connect people all over the world in relation to their taste and references. To maintain strong relations and bonding with the society.
The vision is to “make this world a beautiful place to live in by achieving long-term interests”.
Investigation and identification of customers’ needs and requirements:
- For identifying the needs of customers it is important to investigate the existing data in relation to the customer service representative department (Johannsen & Fill, 2014). It is essential to review past surveys and call logs of the customer service representatives.
- Interviews needs to be conducted with the stakeholders for the purpose of investigating into collective data.
- It is necessary to conduct interviews with the customers. In this regard, the customers can openly discuss their issues and requirements.
In order to assess customer needs, it is important to identify the customers in regard to-
- Occupation
In this context, it is important to assess the factors which are motivating them to buy and restraining them from buying products and services. These factors generally includes-
- Family income and requirements.
- Workplace demands.
- Pressures in budget.
- Preference of a specific brand.
- Social obstacles.
Most of the time, it is essential to assess the shopping methods preferred by the customers which could include-
- Buying from online stores.
- Buying from supermarkets.
However, while assessing the needs of the customers, it is important to consider their spending habits as well, which includes-
- Their average income.
- The portion of their income spend on the products and services sold by the company.
- Their monthly budget.
In order to respond to the needs of the customers effectively, it is important to be grateful to the customers for their time and effort. Customers appreciate transparency (Askariazad & Babakhani, 2015). Therefore, hiding facts and objectives will not prove to be fruitful. In order to respond to the needs of the customers, honesty and transparency is required (Yilmaz, Varnali & Kasnakoglu, 2016). Promises which cannot be kept should not be involved in business. It is important to identify the real issue faced by the customers before responding to their needs.
In order to protect the interests of customer service a new Consumer Rights Bill is proposed to be enacted in the next ten years. However, at present the legislative and regulatory provisions relevant to customer service are-
- The Privacy Act 1988.
- Disability Services Act 1991.
- Associations Incorporation Act 1991.
- Trade Practice Act 1974.
- Australian E-Commerce Best Practice Model.
- Equal Opportunity Act.
- Defamation laws.
- Copyright Act.
- Australian Government Policy Framework for Consumer Protection in Electronic Commerce.
- Anti-Discrimination laws.
These legislative and regulatory provisions proved to be beneficial for the customers in filing any complaint against the organization in cases when customer trust and loyalty is mislead.
In order to ensure customer service it is important to have adequate knowledge regarding the nature of the product and services. It is important to show gratitude to remind the customers that they had a memorable time while choosing the products and services (Gi Park, Kim & O’Neill, 2014). The staff of the organization requires adequate training session regarding interaction with the customers in a friendly manner (Faed et al., 2016). Therefore, it is important to interact with the staff on regular basis and take reports that how they are involving themselves towards customer satisfaction (Gi Park, Kim & O’Neill, 2014). If the customers are happy with the overall services of the organization then it can be assured that 100% customer satisfaction is achieved.
Vision
It is worth noting that customers in general provide specifications regarding a particular product. When a customer patronizes the business of an organization for the first time, he takes a major risk (Sikdar & Payyazhi, 2014). However, such customers would opt for other options if these organizations continuously fail to deliver the quality and services as promised. In the beginning, the customer is not aware of the quality of the product and services. However, he must possess certain specifications about the offered products and services. In this regard, it is noteworthy to mention here that if the specifications of the customers are met on first purchase, then there is a possibility that he shall return (Alotaibi & Liu, 2014). However, if the products and services displayed are not according to his specifications, these customers will not provide a second chance and shall select other alternatives. Consistency plays a significant role towards customer loyalty (Faed, Hussain & Chang, 2014). In order to achieve consistency in business it is important to gather knowledge regarding the services offered and how to deliver them (Alotaibi, 2016). If the products are offered and delivered efficiently then the customers shall maintain their loyalty towards the organization. The description of a product should define the implied promises associated with the products and services.
- Assessing:
In the first stage, it is important to assess the nature and cause of the complaint regarding the products and services. It is essential to develop clear understanding regarding the concerned issue from the perspective of a customer (Kato & Schoenberg, 2014). Therefore effective communication with the customer is important through telephone and emails.
- Investigation:
It is necessary to look into the relevant files and records including customer statements, emails and call logs. Identification of the relevant areas of dispute is necessary that occurs between the customers and the organization.
- Collecting evidence:
It is essential to show concern regarding incorrect information that often includes incorrect computer data. The gaps existing between processes and policies require proper identification (Vahlne & Johanson, 2017). The customer history should be kept in tract otherwise it can be confusing while referring to a different matter of same kind. The old versions of policies should be replaced by new processes.
- Solving Mistakes:
On identifying a mistake, it is necessary to inform the required department. In the next stage, the message should be conveyed to the appropriate customer service representative. It is important to interact with the individuals involved in the issues regarding customer dissatisfaction (Mitrega & Pfajfar, 2015). It is necessary to solve the problem in the early stage however; in the future positive steps should be undertaken to avoid such problems.
Assessing Customer Needs
In order to resolve customer issues, the procedures of handling customer complaints can be emphasized as-
- It is important to listen to the complaint carefully. At the end of the complaint it is important to thank the customer for bringing the issue to the attention of the customer service representative.
- It is important to understand the problem. Therefore, it is important to note that the complaint is regarding business, not personal. Hence, it is important to be helpful and solve the issue with responsibility.
- It is important to record the complaint for the purpose of quality assurance. In some complaints, various changes need to be done. Customer representatives in this way can rely upon past complaints in order to see that how it was resolved.
- It is vital to make sure that the customer service representative is aware of the facts regarding the complaint.
- Before resolving the issue, it is important to discuss it efficiently with the customer.
- Promises that cannot be kept should not be delivered.
- Complaints should not take a long time to get resolved.
- The customer contract details should be recorded and followed up accordingly.
In recent era, the complexity of customer services has increased overtime. With increase in customers’ demands and expectations, it has been difficult for the organizations to manage the performance of customer service representatives (Tregear, 2015). It is not always possible to keep records of the activities of these customer service representatives all the time. Therefore, due to existing pressure, the employees often fail to deliver services on their part.
- It is essential to make each and every experiences related to the customer equally good. Understanding the expectations of the customers is one thing while implementing ideas to fulfill them is entirely different. Therefore, it is important to deliver consistent customer experience efficiently.
- Nowadays, every business depends upon modern technologies for effective functioning. Hence, choosing the right technology will enhance better experiences.
- It is important to establish customer culture. Therefore, it is important on the part of the delivery drivers to have appropriate knowledge regarding priorities of the customers. In this regard, the rewards and recognitions based on new outcomes could be calculated.
- It is important to systemize customer feedback process. In this regard, the expectations of the customers can be taken into account
- It is important to identify customer behavioral patterns and therefore in this way customer expectations can be evaluated. However, it is necessary to exceed them overtime.
Evaluating customer satisfaction and resolving their issues is a major part of the job of the customer service representatives. They engage themselves in various ways to understand the needs and expectations of the customers. Hence, it can be recommended that skilled and experienced customer professionals should be hired. Nowadays, organizations are investing on customer services in order to improve business.
In recent years, customers are in search of a speedy resolution. They expect that the organization should remain active for 24/7 hours to resolve their issues. Therefore, the complaints department should deal with customer complaints efficiently.
It is important on the part of the customer representatives, to inform the customer about the time frame of resolution. However, it is essential to keep the customer updated regarding the progress of the complaint resolution (Sharabi, 2014). Nowadays, organizations maintain the customer complaint data for effective dispute resolution.
It is necessary to identify the issues faced by the customers and resolve it as early as possible. Therefore the issues of the customers should be given much importance and resolved within the stipulated period.
By conducting customer satisfaction surveys on a regular basis, the rate of customer satisfaction can be generated (Hammer, 2015). However, the effective way to improve customer satisfaction is to keep track n the customer service department.
It is important to provide appropriate assistance to colleagues in order to improve customer service.
The rate of customer detention depends upon the quality of products and services provided by the organization (Rosemann, 2014). Therefore, it is important to interact with the customers on regular basis in relation to the products and services offered and while resolving issues.
The sales team on the day to day product and services offerings. Customers will not adhere to a particular product for a long time (Trkman et al., 2015). Therefore, it is important include new variants in order to increase sales.
Responding to Customer Needs
The preferences of the customers should be considered for the purpose of improving the products and services. Customer satisfaction rates should be focused. It is important to build customer loyalty. However, customers have various expectations, therefore, it is important to meet customer expectations in every phase of business (Stavrou et al., 2014). In this regard, customer feedback surveys play significant roles in identifying the issues regarding the products and services.
It is important to manage and retain customer complaints and services records in order to understand the needs of the customers in a better way. Managing customer relationships builds trust and develops strong relationships (Choi & Choi, 2014). However, effective communication with the customers is required. It is important to emphasize on service records for the purpose of providing high level of customer service to the existing customers. Customers may find an alternative in the market hence it is necessary to seek continuous feedback of the customers in order to improve quality.
- With recent development in technology and research, the requirements of customers can be tracked.
- By applying technology and appropriate research methods consumer needs could be addressed. Much focus and attention is given in developing these technological and research methods however; less emphasis is laid on customer requirements.
- With technological development, the needs of customer could be determined with proper investigation.
The human resources with the help of which customer service delivery can be improved are-
- Defining service: Service definition plays a significant role in assuring customer service delivery. It is important to define the essentials, eligibility, costs and limitations of the services provided.
- Effective automation: In a digitalized technology, it is important to automate processes whenever necessary (Askariazad & Babakhani, 2015). In this regard, it is important to automate age old processes in order to improve delivery services.
- Tracking employees: It is important to keep employee availability track record in order to address the needs of current resources. Therefore, it is essential to keep proper track of employee schedules and capabilities for the purpose of improving customer service delivery.
- Effective communication: Quick internet and telephone facilities should be available in order to deal with customer orders and cancellation.
- Deliver: The products should be delivered on or before time. Any delay should not be entertained.
- Assurance: It is important to build trustworthy relations with the customers.
- Empathy: each customer should be given individual attention.
- Follow-up: Timely follow-up regarding products and services improve customer service delivery.
In order to resolve conflict between a customer and a team member in the first stage, it is important to acknowledge the conflict prior to the solution. In the second stage, it is necessary to discuss its impact (Goetsch & Davis, 2014). Thirdly, it is required to understand the present situation and the cause of the conflict. Finally, it is important to clarify the issue and thereby resolve it with accordingly.
References:
Alotaibi, Y. (2016). Business process modelling challenges and solutions: a literature review. Journal of Intelligent Manufacturing, 27(4), 701-723.
Alotaibi, Y., & Liu, F. (2014). A novel secure business process modeling approach and its impact on business performance. Information Sciences, 277, 375-395.
Askariazad, M. H., & Babakhani, N. (2015). An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context. Journal of business & industrial marketing, 30(1), 17-31.
Choi, B., & Choi, B. J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 48(1/2), 108-131.
Faed, A., Chang, E., Saberi, M., Hussain, O. K., & Azadeh, A. (2016). Intelligent customer complaint handling utilising principal component and data envelopment analysis (PDA). Applied Soft Computing, 47, 614-630.
Faed, A., Hussain, O. K., & Chang, E. (2014). A methodology to map customer complaints and measure customer satisfaction and loyalty. Service Oriented Computing and Applications, 8(1), 33-53.
Gi Park, S., Kim, K., & O’Neill, M. (2014). Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures. International Journal of Culture, tourism and hospitality research, 8(3), 255-271.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.
Hammer, M. (2015). What is business process management?. In Handbook on Business Process Management 1 (pp. 3-16). Springer, Berlin, Heidelberg.
Johannsen, F., & Fill, H. G. (2014). Codification of knowledge in business process improvement projects.
Kato, J., & Schoenberg, R. (2014). The impact of post-merger integration on the customer–supplier relationship. Industrial Marketing Management, 43(2), 335-345.
Mitrega, M., & Pfajfar, G. (2015). Business relationship process management as company dynamic capability improving relationship portfolio. Industrial marketing management, 46, 193-203.
Rosemann, M. (2014). Proposals for future BPM research directions. In Asia-Pacific conference on business process management (pp. 1-15). Springer, Cham.
Sharabi, M. (2014). Today’s quality is tomorrow’s reputation (and the following day’s business success). Total Quality Management & Business Excellence, 25(3-4), 183-197.
Sikdar, A., & Payyazhi, J. (2014). A process model of managing organizational change during business process redesign. Business Process Management Journal, 20(6), 971-998.
Stavrou, V., Kandias, M., Karoulas, G., & Gritzalis, D. (2014, September). Business Process Modeling for Insider threat monitoring and handling. In International Conference on Trust, Privacy and Security in Digital Business (pp. 119-131). Springer, Cham.
Tregear, R. (2015). Business process standardization. In Handbook on Business Process Management 2 (pp. 421-441). Springer, Berlin, Heidelberg.
Trkman, P., Mertens, W., Viaene, S., & Gemmel, P. (2015). From business process management to customer process management. Business process management journal, 21(2), 250-266.
Vahlne, J. E., & Johanson, J. (2017). The internationalization process of the firm—a model of knowledge development and increasing foreign market commitments. In International Business (pp. 145-154). Routledge.
Yilmaz, C., Varnali, K., & Kasnakoglu, B. T. (2016). How do firms benefit from customer complaints?. Journal of Business Research, 69(2), 944-955.
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