OPS/330T: Strategic Operations and Logistics
Wk. 1 Discussion - Service Companies [due Day 3]
Discussion Topic
Post a total of 3 substantive responses over 2 separate days for full participation. This includes your initial post and 2 replies to classmates or your faculty member. Due Thursday
Service companies sell an experience.
Perform an Internet search for "Customer Service Hall of Fame."
o
Analyze the companies that top the hall-of-fame list.
o
What do they do that makes them great service companies?
Now review the methodology. o
How robust or trustworthy is the methodology? o
What do you like?
o
What would you do differently?
Just for the fun of it, perform an Internet search for "Customer Service Hall of Shame." o
Do you see any surprises here?
Due Monday
Post 2 replies to classmates. Be constructive and professional in your responses.
After surfing the internet and browsing through a varied list of Customer Hall of Fame
articles, I was not surprised to find
many of the companies that were listed (many on multiple lists). However, I found it intriguing that although the internet retailer Amazon.com was noted within many of theses Hall of Fame catalogs, their business model was largely absent person to person interactions. When I think of retail customer service, my thoughts automatically go to a vendor, salesperson, or cashier that assists and exchanges dialogue with a buyer to assist and guide them through the acquisition of a product or service. As most are aware, this is not the case with Amazon. Moreover the past few years the client service landscape has become more
like this virtual model, absent of the human interactions. For example, consider that when shopping at a retailer like Amazon, you eliminate frustrating experiences like waiting in long lines or interactions with other patrons or employees that are not in
