Name 1
Name
Professor
Course Number
Date
Question 1
Competitive priorities that I would recommend to john would be
1 cost of quality - this refers to the procedure of calculating the costs companies suffer in
guaranteeing that products meet quality standards and also the cost of producing goods that do
not meet the required quality standards. This will help to understand how quality affects the
bottom line. It also ensures that the manager can analyze and improve the quality of their product
2. Performance measurement. – refers to the monitoring of the set targets and monitoring of the
budgets to determine and create how the business runs well and the employees' functionality as a
whole and as individuals. The performance measurement could be applicable in both the short
term and long-term objectives as it helps the business to work towards the set goals, which
usually will be different depending on the type of business, and how it runs its operations. All
businesses will have a common strategic or long-term goal, which will be broken down into
operation objectives so as they are easy and well monitored.
3. Organization structure – This refers to the relationship between different functions and
positions in an organization. The structure helps in determining the responsibilities and the
authority of various tasks or activities and individuals. Organization structure, therefore, affects
the designs of management for highly decentralized example organizations have decision making
delegated to relative junior managers in the lower levels in the organization's hierarchy
Question 2
Customer benefit package- a tool that describes the physical goods as non-physical goods of a
service rendered to a customer. It forms the part of operations management. It is perceived as the
value that a customer experiences when dealing with an organization. CBP has the following
benefits to an organization; first Customer loyalty, CBP has helped organizations create a
reputation for their customers resulting to repeat business and refer to friends and family.
Secondly, increased sales, the customers are attracted to try out new products and services that
are being offered by the organization. Thirdly, Enhanced public image, CPB has helped the most
organization build a brand and this protects the business if there is a slip-up in the customer
service
Question 3
Some of the ideas that generate at least five processes that will contribute to the success of the
new pizza business will include
i)
Having a clear business plan_ will assist to establish where the business is and where
it wants to be in long run. It will also help you plan on how one finances the business
and its daily activities
Name 2
ii)
v)
Monitor the business's financial position- this is the regular monitoring of the
progress of the business. That is having an account of money in the bank, the sales,
and stock levels.
iii)
Ensure customers pay on time – make sure that the customers pay on time to reduce
the risk of being bankrupt and non-payment of customers. This can be done by having
credit terms and conditions. Also by issuing invoices that are clear and accurate on
time
iv)
Know your day to day costs- every business needs enough amount of cash to run its
daily activities making it important for one to know their daily minimum amount and
ensure you do not go below that amount
Keep up to date accounting records- failure to keep updated books of account would risk
losing money by failing to keep up with paying the suppliers
Question 4
Issues to be considered in designing a process
Stickdorn, Hormess, Lawrence, and Schneider(2018) describes the following as issues that are
needed to be considered in designing a CBP process
1) The service itself as the importance of the process is service delivery
2) Customer participation in the process as there is a close interaction between the provider
of services in the business and the consumer.
3) Location of service delivery as in terms of accessibility and availability of services and
infrastructure are important for service provision.
4) Level of customer contact- that is calculating the time spent by the customer in the
system depending on the kind of service being rendered
5) Degree of standardization of the services as this helps design for high volumes.
6) The complexity of the services refers to the number of phases involved in delivering the
required services
Question five
Identify and briefly describe at least five processes of pre-production services (gaining a
customer) for this new pizza place.
1) Problem-this is recognizing a gap in the market or a need that is not being satisfied.
2) Information search to know what they feel is the best solution. That is the buyers' views
about the internal and external business environments
3) Evaluation of the alternatives - this is evaluating products in the market on the attribute of
a product
4) Purchase decision - this can be disrupted by either negative feedback from customers or
the rate at which one is motivated to accept the feedback.
5) Post-purchase behavior. Here the customer compares products with their previous prices
and they will either be satisfied or dissatisfied
Question 6
Name 3
Identify and briefly describe at least five processes of post-production services (keeping the
customer) for this new pizza place.
1) Reach- you have the attention of the potential customers either through feedbacks
2) Acquisition. This is where you are converting the people to customers by making them
understand the product.
3) Conversion. This is where the potential customer turns in a paying customer if they feel
the value of the product provided is good
4) Retention- having gained a new customer one is required to figure out how to keep them
5) Loyalty- once you have a customer your intention should be converting them to be a
friend who buys regularly from your business and recommends your products and
services
Name 4
Works cited
Lindsay, James R.; Evans, William M. Managing for Quality and Performance Excellence
(Eighth ed.). Mason, OH: South-Western Cengage Learning.
Marketing Research.” Internet.
Http://www.callnetwork.com/becoming_a_network_member.html. 13 February 2001.
Passewitz, Gregory R. and Nancy H. Bull. “Advertising: An Investment In Your Business’s
Future.” Internet. Http://www.ag.ohio-state.edu/~ohioline/cd-fact/1276.html. 13 February
2001. Works cited
Ringim, Kabiru Jinjiri, Fahmi Ibrahim, and Kabiru Maitama Kura. "Application of hill's strategy
development framework on fast food restaurant business in Brunei Darussalam." (2018): 198210.
Stickdorn, Marc, et al. This is service design doing: applying service design thinking in the real
world. " O'Reilly Media, Inc.", 2018.
Mehrunishah, Amira, Rozima Nabihah, and K. Ramesh. "The Effectiveness of Social Media by
Brand Awareness, Information Platform Gaining Feedback, Customer Acquisition and Retention
of Organic Food and Beverages." Annals of the Romanian Society for Cell Biology (2021):
6661-6678.
Tien, Nguyen Hoang, et al. "Customer care and customer relationship maintenance at Ministop,
FamilyMart, and CoopSmile in Vietnam." International journal multidisciplinary research and
growth evaluation 2.4 (2021): 744-751.
Santonio, Michael D. "Correction to Review on Weinstein's superior customer value: finding and
keeping customers in the new economy." Journal of Marketing Analytics 8.1 (2020): 42-42.