ACTIVITY 17 – Term Paper Part 5 and 6

Instructions: a. Discuss briefly the current practices of your subject firm or your chosen

company in relation to the different service or product functions.

b. Assess whether the present system is efficient and effective. What can be done to

improve or strengthen the system?

V. DEMAND MANAGEMENT

a. Customer

i. Who are the firm’s customers?

- Millennials are particularly loyal to Amazon. Read more about millennials: the

customer-centric Generation. Amazon is a multibillion dollar brand which has

had many years to create, test and perfect its customer service model.

ii. Customer satisfaction measurement

- Customers Rank Amazon #1 in Customer Satisfaction. For the ninth

consecutive year, customers ranked Amazon #1 in customer satisfaction

during the holiday shopping season according to the newly-released Fore

See Experience Index: US Retail Edition.

iii. Is the firm is ready for sales growth?

- The firm is already in the sales growth. it’s a multibillion company, which is

the firm conduct business worldwide.

iv. Handling of Customer complaints

- The firm customer service handles all their complaints with velvet gloves. The

firm address their customers by name (and introduce themselves as well),

apologize for the inconvenience, and listen attentively to the issue at hand.

v. Handling of customer input for product improvement

- Its handling of customer complaints which is the customer service handle this
and the management of the customer service to find the way to call the
company about the customer concern.

VI. CONCLUSION AND RECOMMENDATIONS

I. What does the company do particularly well?

- Amazon is the largest and most successful retailer in the western world
because they built the best customer experience. Customer expect 3 core
things when they buy products online: large selection: Consumer always want
to find the product they are looking for and, of course, this product should be
in stock.

II. Which capabilities must be develop?

- For Amazon, such capabilities include offering a wide selection of products

and services, operating an efficient supply chain to fulfill orders; and providing

excellent customer service.

III. How would operations processes be structured to develop capabilities that

can be a source of competitive advantage?

- Strategic and tactical operations decision to determine how well the

organization can accomplish its goals. They also provide opportunities for the

organization to achieve unique competitive advantages that attract and keep

customers.