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:
In order to assess customer needs, it is important to identify the customers in regard to-
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-
Most of the time, it is essential to assess the shopping methods preferred by the customers which could include-
However, while assessing the needs of the customers, it is important to consider their spending habits as well, which includes-
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-
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.
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.
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.
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.
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.
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.
In order to resolve customer issues, the procedures of handling customer complaints can be emphasized as-
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.
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.
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.
The human resources with the help of which customer service delivery can be improved are-
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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