Use a qualitative research solution to solve a business problem and to produce a deliverable outcome of a business report.
The issues that are faced by a company while undertaking steps to expand the business operation in the market is dependent on the deteriorating quality of the products and the services that affects the loyalty of the customers. Different companies are facing various issues based on their marketing and the product and services quality. It has affected the smooth performance of their business in the market. Therefore, the companies must undertake steps to maintain and monitor over their quality On the other hand, the market competition and the goal of organizational sustainability plays a major role in demonstrating the different key elements of the change in the structure and the performance of the business as per the needs of the customers. However, the companies face different challenges while expanding in the international markets due to their lack of financial resources and human workforce. The most important reason through which the organizations face challenges is through the lack of the after sale services in their structure. After sale services helps the companies to hold on to the trust and loyalty of the customers for and thereby it helps in the growth of the business.
The purpose of the discussion is dependent on identifying the issues that are faced by Oh Cheese Pizzeria and the manner in which the current literature can be utilized to bring in changes in the systems of the business. The identification of the different issues, analysis of the same will be helping the business to formulate ways through which the issues can be mitigated to make its progress in the market as per the needs of the consumers.
The issues that are faced by Oh Cheese Pizzeria are mainly dependent on the product quality and the customer services that are delivered by the organization. The customer-faced issues as the product quality, according to them have deteriorated which affected their loyalty towards the organization. Mike simply said, “I will never eat there again……I will make sure family and friends know as well so they don’t make the same mistake I did in choosing Oh Cheese Pizzeria.” This clearly portrays that the customer is dissatisfied with the services and the product that is delivered by the organization, which led the customer to try some new brand. On the other hand, the misinterpretation advertisements that were undertaken by the business relating to the product offerings have also affected the customer loyalty. The deals that were offered by the organization were false relating to the extra topping in an economic price. It has resulted to high discontentment among the customers. Daniel said, “They claim 2 toppings but only put on as if it was one topping amount.” Therefore, it affected the goodwill of the organization as the customers will be spreading the news of the different quality of product and service related issues in social media and the like. The different issues that are faced by the organization are dependent on the functioning of the business as per the needs of the customers.
The organization is also affected through the reluctance of the employees to work according to the objectives of the organization. Shaun said, “While waiting for my pizza I noticed that the employees went from handling money to work on my pizza without washing their hands. One of the employees scratched her right forearm several times while on working on my pizza without washing her hands.” The organization has failed to make the employees aware of the sanitary practices that must be undertaken by them to adhere to the food safety standards.
On the other hand, the services that was delivered by the organization relating to the home delivery were often delayed which created a messy situation as the pizza does not remains that steaming. Peter said, “Taking them 60 minutes to deliver the pizza when the store is only 5 mins away. The delivery guy clicked on the “Complete” button 30 mins before he deliver the pizza to your house.” The delayed delivery and the high delivery charge on the pizza have affected the customer satisfaction through the products. It has affected the goodwill and the loyalty of the organization among its target customers while operating in the markets. The differences in the delivery rate of the organization with the competitors in the business has affected their business as the customers are determined to give orders to the other competitors of the organization like UBER eats. It will be affecting the sales volume of the organization and thereby lead the same to different issues that are subjected to the market risks. The issues in the structure and the performance of the business are mainly affected through the monitoring actions undertaken by the business over the quality and the quantity of the products and services. The identification of the needs of the customers will be helping the organization to bring in changes in the systems of the business. However, there are issues relating to the changes in the systems of the business, which is facilitated through the identification of the needs of the systems. The risk that is faced by the organization is depende4nt on the quality measures and the manner in which it is affecting the loyalty of the customers while operating in the relative markets.
The different problem solving techniques that might be adhered by the organization is dependent on identification of the requirements of the consumers and thereby facilitating the same through the creation of multi- dimensional brand equity. Ajala (2012) stated that the identification of the changes helps in maintaining their productivity to align with the expectations of the customers. The identification of the needs of the customers will be helping the organization to bring in changes in the systems of the products and the services that are delivered to the consumers. On the other hand, Chan and Wan (2012) stated that monitoring over the processes will be helping the organization to bring in changes in the product and service offerings. Monitoring over the quality of the products and the services and the manner in which the quality can be enhanced will be helping the business to maintain the loyalty of the customers in the market.
Jaskiewicz and Tulenko (2012) stated that recording the feedbacks of the consumers and thereby bringing forth changes in the quality of the products and the services helps businesses to bring forth improve4ments in the situation of the business while operating in the respective markets. Therefore, the concerned company too must take steps to bring in changes in the systems and the performance of the business through the identification of the product offerings. Mitra (2016) stated that the identification of the needs of the customers and thereby bringing forth changes in the products prepared by the business will be helping the organization to adhere to the different levels of improvements.
The company faces issues based on the involvement of the employees in the processes, which adversely affects the functioning of the business in the market. Therefore, the company must take steps to undertake training sessions with the employees to make them aware of the different steps that will be helping the same to bring in changes in the manner in which they perform their responsibilities as per the needs of the business (Dagger, Sweeney and Johnson 2007). The identification of the needs of the organization and the manner in which the organization plans to satisfy the needs of the customers is finalized through the support of the workforce. The company must take steps to adhere to the different issues relating to sanitation, hygiene and food protection to safeguard the interests of the customers. Undertaking sessions with the employees and making them well acquainted with the demands of the customers will be helping the business o bri8ng in changes in the performance of the business in the market.
The key elements of the change in the structure and the performance of the business is identified through the feedbacks that are received from the customers in the market. The construction of brand equity of the organization and the manner in which the items can be generated through the identification of the needs of the customers helps in maintaining the different levels of change in the performance of the business in the market. The key elements of the sustainability of the organization are supported through the satisfaction of the customers in the market. Pantouvakis and Bouranta (2013) stated that the satisfaction of th4 customers has helped businesses in maintaining different levels of improvements in the systems of the business in the market. Therefore, the different levels of change in the business are brought about through the proper distribution of the human workforce and the allocation of the resources, which will be helping the organization to improve as per the needs of the customizers.
Tavitiyaman, Qiu Zhang and Qu (2012) stated that the market research helps organizations to identify the different trends that are prevalent in the market and the product offerings of the competitors. It helps the organizations to bring in improvements in their product offerings through the identification of the needs of the customers in the business. Dhar (2015) identified that the proper functioning of the organization is dependent on the smooth performance of the workforce as per the research to bring forth improvements in the situation of the business. The identification of the standards that are improvised by the competitors in the market has enhanced the expectations of the customers. Therefore, the concerned company must take favorable steps to bring in changes in the product offerings and the processes to adhere to the market changes.
The identification of the requirements of the consumers and the review of the feedbacks that are received by the organization helps the same in bringing forth changes in the systems and the performance of the business in the market. Yoo and Donthu (1999) stated that the organizations mainly focus on improving the service quality as it helps the same in bringing forth improvements in the situation of the same in the market. On the other hand, the concerned company must take steps to bring in improvements in the service quality to ensure the satisfaction of the consumers of the business. Satisfaction of the consumers in the market will be helping the organization to expand while operating in the markets. On the other hand, Dhar (2015) stated that providing the employees with a proper workplace environment helps the organizations to bring in changes in the productivity of the same in the market. Therefore, the concerned company must take steps to provide the employees with the proper workplace environment to facilitate the proper functioning of the same as per the objectives of the business in the market.
Conclusion
Therefore, from the above analysis it can be stated that the identification of the issues and the manner in which they can be mitigated helps the organizations to bring in improvements in their functioning as per the expectations of the customers. On the other hand, the issues that are faced by the concerned company, Oh Cheese Pizzeria, is dependent on the issues in the quality of the food items and the services, which is reflected through the feedbacks that were given by the customers after availing the services. The goodwill of the organization is affected through the poor performance of the employees as per the needs of the customers. Therefore, the report enumerates the steps that the organization is required to undertake to bring in changes in the situations of the business while operating in the markets.
References
Ajala, E.M., 2012, June. The influence of workplace environment on workers’ welfare, performance and productivity. In The African Symposium (Vol. 12, No. 1, pp. 141-149).
Chan, K.W. and Wan, E.W., 2012. How can stressed employees deliver better customer service? The underlying self-regulation depletion mechanism. Journal of Marketing, 76(1), pp.119-137.
Dagger, T., Sweeney, J. and Johnson, L., 2007. A Hierarchical Model of Health Service Quality Scale Development and Investigation of an Integrated Model. Journal of Service Research, 10.2, pp. 123-143
Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, pp.419-430.
Jaskiewicz, W. and Tulenko, K., 2012. Increasing community health worker productivity and effectiveness: a review of the influence of the work environment. Human resources for health, 10(1), p.38.
Mitra, A., 2016. Fundamentals of quality control and improvement. John Wiley & Sons.
Pantouvakis, A. and Bouranta, N., 2013. The link between organizational learning culture and customer satisfaction: Confirming relationship and exploring moderating effect. The Learning Organization, 20(1), pp.48-64.
Tavitiyaman, P., Qiu Zhang, H. and Qu, H., 2012. The effect of competitive strategies and organizational structure on hotel performance. International Journal of Contemporary Hospitality Management, 24(1), pp.140-159.
Yoo, B. and Donthu, N., 1999. Developing and validating a multidimensional consumer-based brand equity scale. Journal of Business Research, 52, pp.1-14.
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