Customer Satisfaction Measurement and Management
Write a 1,050- to 1,400-word paper using a selected organization:
1. Identify key measures of process time as it relates to customer satisfaction. Outline managerial actions that can be used to improve process performance, customer perception, and product delivery expectations.
2. Examine possible strategies for matching supply and demand with customer expectations.
3. Discuss how the following methods are used to match resources with variable demand:
- Pooling resources so that each resource unit is available for processing any customer. Assigning specific resources to specific types of customers
- Explore the pros and cons of each strategy. Support the strategy that you would recommend for specific circumstances.
- Identify methods for improving process performance related to average flow time and average inventory. Give examples in which it may be inadequate to consider only the average values of these measures.
- Provide examples of strategies that can improve the perception of process performance in qualitative terms (e.g. by reducing psychological issues that impact customer satisfaction).
NB: Use APA format of referencing.