At InnovativeWidgets we are the number leading widgets producer in Australia. Established in 1952, widgets are used as components for a wide variety of machinery, including domestic and industrial machinery. All our widgets are functional, well designed and manufactured to the his highest quality standards. Customers across Australia look to us to provide high quality products at competitive prices.
This is a family owned company with the sons and daughters of the founder forming the board of directors. We operate from one main factory which include several different sections. These sections including a stores area for the raw materials used to make the widgets, a machine shop for producing the widgets, dispatch and deliveries.
Innovativewidgets employs over 50 staff. Last year alone we made a pre-tax profit of $2,240,000 with a turn over of $16,000,000. We have a diverse range of customer's with 40% of our total profits coming from and major mining equipment company in Australia. And 60% coming from sales to medium and small businesses.
Our Vision and Mission
Here at InnovativeWidgets we aim to provide our customer's with the best quality products and competitive prices.
We aim to provide our staff with regular training to ensure that you get...
Manage quality customerservice
Presented to: Darren Creed
Name: Jacinta Butterworth
Date: 20 March 2015
1. Develop a set of Key Performance Indicators for your InnovativeWidgetscustomerservice
representatives. KPIs should address all the areas of customer and business requirements identified
2. Develop a plan or procedure for monitoring team members’ performance again KPIs
3. Develop a questionnaire to collect customer feedback related to KPIs and/or designed to uncover
identifiable gaps between services provided (including the quality of service) and customer expectations.
4. Must get at least 10 customers to complete the questionnaires to receive performance data and
feedback from these customers
5. Analyse performance data and customer feedback to identify any systemic customerservice issues
and trends and develop possible solutions
6. Prepare a report containing recommendations for organisation wide customerservice improvements.
The focus point for this report is the use of policies and procedures with in InnovativeWidgets to deliver
high quality customerservice and eg. handling client complaints in a...
Customerservice and commitment to our customers has been the driving force behind our brand. Widget strive to get it right first time, everytime.Incases where things don’t come out right we believe our professional workers will strive to correct the problem and our customers have the right to know what level of service they can expect from us all the time even in these times when we fall short of the very high standards we have set ourselves. Through our Vision and mission statement we make a commitment to our customers both internal and external.
Passionate about exceeding the delivery of our customers’ service expectations by providing the very best in professional, value engineered widgets through our ever growing nationwide team of professional, caring staff.
To be Australia’s number one national provider of quality widgets by empowering our staff to deliver our customers with the very best in quality, value and service.
Our Product standards
Our product is manufactured in strict accordance with the Australian quality standards and also taking into account the use of which our customers will subject our product. Our internal policies and quality standards...
Sustainable management and development of water resources and improved access to basic water supply and sanitation services are benefiting the poor and contributing to improvement of livelihoods, environmental sustainability and reduced vulnerability to climate change
To build capacity of institutions and individuals to manage, develop and use water resources sustainably, and to adapt to increasing climate variability within a context that addresses gender equity and sustainable livelihoods;
Competence is in place resulting in improved management of water resources and delivery of water and sanitation services and accelerating implementation of IWRM. Knowledge on climate change adaptation and the relevance of water resources management is widely available and training materials taken up by many local capacity building programmes. Capacity building networks use multidisciplinary skills of competent members to scale up capacity building and actively support implementation programmes. International partners collaborate with Cap-Net as a means to effectively transfer their knowledge and programmes for widespread implementation on the ground. Knowledge management systems ensure access to the best of international and local knowledge and measure the effectiveness of capacity building services through indicators and monitoring systems. Training and education programmes of...
...InnovativeWidgetsInnovativeWidgets is small firm with about 50 employees. The firm provides widgets, which serve as components for machinery used by companies across industries. InnovativeWidgets is a very customer centric company. Since it is small company with a specific focus on providing components, it needs to pay attention to the requirements of its customers. Their business model relies heavily in loyal customers, which lead repeat purchases over time. To achieve this, the company has to develop a string service based model to deal with its clients.
Vision Statement: We want to create value for our customers so as to enable them achieve their vision.
Mission Statement: To be the best components provider and service provider to businesses in the industry by delivering on our promise of quality product and service.
Gather information on the customers through the following ways:-
1. Direct interviews: Given the business model if the company, direct feedback from the client would be the best way to learn about the client and how to better serve them in future. Direct interviews would also help with developing and increasing knowledge base of the company regarding changing requirements in the industry.
2. Survey: Surveys are an effective tool...
The Walmart’s history goes way back to 1996, when the first store was open by founder Sam Walton in Roger, Ark. Sam Walton Believed firmly in customers getting the best service possible. Competitors doubted Sam when he share his idea of low price along with great customerservice. Walmart was built on the principle that customers comes first no matter what. Sam rely solely on give the best customerservice great customer experience. In 1992, he was awarded the President of Freedom by President George Bush because of his commitment to serve customers. "If we work together," he said, "we'll lower the cost of living for everyone...we'll give the world an opportunity to see what it's like to save and have a better life." (Walton). The legendary Sam Walton died in that same year 1992 but Walmart continue to be one of the leading company in the industry. McMillon the CEO of Walmart, set very high standards that complies with Walton’s strategies. In an interview he discuss Walmart’s future outlook. "First, we will be a customer-driven company. We've always said the customer is our boss and we'll make decisions based on how we can serve them better, second, we will invest in our people. As we change and grow, it will be our associates who will make the difference. Finally, we...
...January 18, 2014
“Types of Jobs”
There are several types of customerservice jobs out in the world that have certain requirements and back rounds that need to be met in order to qualify for a certain job. I found a job post on Monster.com for a customerservice management position through the company Ecovacs Robotic Inc. located in Glendale, California. A customerservice manager is to provide excellent customerservice policy for the organization, develop a customerservice policy for the organization, manage and hire a team of customerservice staff, and handle face to face inquires. Ecovacs is a company that sales different variety of electronics. To qualify for this position, you have to either have a Bachelors Degree or equivalent experience plus five years customerservice experience. It is also required to have exceptional interpersonal communication and negation skills. (Monster.com) The major requirements to work at Ecovacs are performing excellent management, training, and development skills. As a customerservice manager you must lead your team to meet organizational objectives and achieve results to build up the company you’re working for. Being able to organize and plan multiple...
...Demonstrate understanding of customerservice.
1) Describe how their organisations service offer meets customer expectations.
In this particular type of industry it is impossible to offer some “service offers” that other companies may be able to offer. We can’t offer big sales, buy one get one free and other types of promotions that companies follow. The cost of materials keeps rising and in order to keep competitive we do only sell work at a fair price, not like some other double glazing companies where they price very high so that they can appear to offer the customer a one off special offer with a discount by bringing the price down. We like to remain fair at all times.
Other types of service offers we do offer though are to do with 10 year guarantees against the windows and doors where we will replace or fix any issues that could occur free of charge.
2) Explain how their organisations service offer is affected by financial and other resource limitations.
The companies’ service offer could be affected by financial and other resource limitations because if we were hoping to give a ‘sale’ on windows and doors and there wasn’t a huge profit gap to start with for us to try this technique out then it would never be beneficial to us, we could ultimately end up losing money. As we are a fair company when it comes to...