Chapter 3 Flashcards
The core product concerns the _______?
ITEM ITSELF
The service elements, which can be called the ___________?
product surround
represent the product’s availability, the ease of ordering, the speed of delivery, and after-sales support.
Product surround or service elements
Other names of Pareto Rule
- 80/20 rule
- Pareto Principle
- Law of the vital few
- principle of factor sparsity
The phrase “______” refers to the Pareto Principle or 80/20 rule,
which states that roughly 80% of outcomes come from 20% of
causes,
vital few
suggests that a small number of causes often lead to a large
portion of the effects.
Pareto rule
The Pareto principle originated from the _________________ in the late 19th century.
observations of Vilfredo Pareto
He recognized its potential in improving business processes and quality control.
Dr. Joseph Juran
a pioneer in quality management,
played a crucial role in popularizing the Pareto principle.
Dr. Joseph Juran
SEVEN RIGHTS OF CUSTOMER SERVICE
- Right Customer
- Right Goods and Services
- Right Price
- Right Quality
- Right Quantity
- Right Time
- Right Place
Companies need to ensure they
are focusing their efforts on high-value customers who
contribute most to the business.
Right Customer
This requires efficient knowledge management and
problem resolution systems to provide accurate
information and guidance.
Right Goods and Services
This right ensures that price-related queries
or adjustments are handled swiftly and accurately.
Right Price
Customer service
plays a pivotal role in identifying quality issues and
ensuring swift resolutions.
Right Quality
Over-delivering or under-delivering can cause
dissatisfaction and operational inefficiencies.
Right Quantity
Companies must ensure timely responses and
resolutions.
Right Time
Customer service teams must ensure that
deliveries reach the correct location on time.
Right Place
Transaction elements are usually divided into three
categories
- Pre-transaction elements
- Transaction elements
- Post-transaction elements:
These are customer
service factors that arise before the actual transaction
taking place
Pre-transaction elements
These are the elements
directly related to the physical transaction and are those
that are most commonly concerned with distribution and
logistics
Transaction elements
These involve those
elements that occur after the delivery has taken place
Post-transaction elements
