The purpose of this assignment is to align proper service system applications to certain industries. You will also analyze and evaluate a company’s customer service strengths and challenges.
Select a company you are familiar with, such as your own employer or a public company that you know you can find customer service data on.
Identify the type(s) of service system used in the company or a certain part of the company.
Create an 8- to 10-slide PowerPoint presentation, including detailed speaker notes, that outlines and highlights the system strengths and weaknesses. Include an analysis of industry comparisons if available.
Choose a service system from this assignment that you will implement in the Supply Chain Template assignment in Week 6.
Expert Solution Preview
Introduction: This assignment aims to evaluate a company’s customer service strengths and challenges and align proper service system applications to certain industries. The task is to select a company and identify the service system(s) used in the company or a certain part of it. Then, create a PowerPoint presentation that outlines and highlights the system’s strengths and weaknesses, including an analysis of industry comparisons if available.
Answer: The assignment task is to select a company, and I would like to choose Amazon as an example. Amazon is a public company that is widely known and provides various services to its customers. The type of service system used in Amazon is the self-service system, where customers can navigate through the website, select the products they want, place their orders, and track their delivery on their own without contacting customer service.
The strengths of Amazon’s self-service system include quick and efficient order process, 24/7 availability, and easy-to-use interface. Customers can shop at any time and from anywhere, and their orders are processed and shipped quickly. Additionally, the algorithm that serves customers with recommended product suggestions and personalized search results is a significant strength in Amazon’s self-service system.
On the other hand, the self-service system also poses some challenges. One of the significant drawbacks is the limited support for non-technical customers. When customers encounter issues during their shopping experience, they will have to rely on the limited support provided through online chatbots or email communication. The lack of human interaction can lead to misunderstandings and frustrations, and service quality might be compromised.
In conclusion, Amazon’s self-service system is a strength in terms of quick and efficient order process and personalized customer experience. But the limited support and potential issues in communication show that the self-service system might not be suitable for all customer segments.
