Customer Service Excellence: Strategies and Implementation
The Service Policy
Customer service has become a first-order competitive tool, providing added value to the basic benefits offered by an organization. Competitive advantage is achieved when the customer perceives greater satisfaction than with the competition. Nowadays, businesses offer a global product, a combination of essential product attributes and additional services.
The Service Program
It’s about excelling in what matters most to customers. This commitment requires consistent implementation
Read MoreEffective Educational Evaluation: Methods and Implementation
Definition of Evaluation
Evaluation is the final principle that concludes the instructional teaching-learning process. It compares the educational objectives proposed for school learning outcomes achieved in the teaching-learning process.
It is a process, not a one-time act. It must involve all members of the educational community (parents, teachers, and students).
The purpose of assessment is not just forecasting but also the future improvement of the teaching-learning process.
Functions of Evaluation
It
Read MoreFundamentals of Business Planning: Strategy and Implementation
Fundamentals of Planning
Situational Analysis
Processes used by planners to gather, interpret, and synthesize relevant information for the planning under consideration.
Goals and Alternative Plans
Goal: A purpose or aim; the direction you want to achieve.
Plans: Actions or measures managers intend to use to achieve organizational goals.
Evaluation of Goals and Plans
Decision-makers must assess the potential advantages and disadvantages of each goal and plan alternative. These goals must be ranked.
Selection
Strategic Planning and Organizational Structure
Strategic Planning
Targets
Results selected and committed to by managers for long-term business growth (e.g., high-quality products and services, increased sales, reduced costs).
Strategies
Main courses of action implemented to achieve one or more goals. The key challenge is developing unique and efficient strategies for market competition.
Resource Allocation
Allocating money, personnel, facilities, equipment, buildings, and other resources to various business opportunities, projects, and tasks.
Strategic
Read MoreSoftware Maintenance: Types, Techniques, and Management
Types of Maintenance
Perfective: Actions taken to improve internal quality systems, including restructuring code, clarifying system definitions, and optimizing performance and efficiency.
Evolutionary: Additions, modifications, and deletions necessary in a software product to accommodate expansions or changes in user needs.
Adaptive: Changes addressing the environments in which the system operates, such as hardware configuration changes, software updates, database managers, and communications.
Corrective:
Read MoreUsability & Design Principles for Digital Interfaces
Heuristic Evaluation
Jakob Nielsen’s heuristic evaluation involves experts judging an interface’s compliance with usability principles.
Process
- Recruit 3–5 usability experts.
- Individual interface inspection.
- Merge and prioritize findings.
- Report key issues and fixes.
10 Usability Heuristics
- Visibility of system status: Provide feedback (e.g., email “swoosh” sound).
- Match between system and real world: Use familiar concepts (e.g., shopping cart).
- User control and freedom: Offer undo/redo options.
- Consistency