Customer Service Research Paper Example | Topics and Well Written Essays - 1500 words

Customer Service - Research Paper Example From this paper it is clear that  managements of these agencies are often turning to human resource training and technology to deliver services fast and competently to achieve satisfactions for all queries, complaints or inquiries. Customers have been accustomed to attention from the private sector, and they now want the same from their government agencies. Government agencies have adopted standards of measuring citizens’ satisfaction in responding to their needs through electronic or manual reviews.This study highlights that there has been a shift in the management systems from an emphasis on product quality to Total Quality Management for customer satisfaction.   This change focuses on continual improvement of organization’s output. Quality of outputs in this case very much includes all products and services and the processes that are involved in the production of the products or services. The shift is intended for the sole purpose of meeting, if not surpassing cu stomer expectations. Customer service provision requires the co-operation of all levels of management within the organization.  Most organizations in the world today are registered with different standardization agencies locally or internationally such as The International Customer Service Institute (TICSI) or the International Standard Organization ISO 900 series.  The ‘Soft’ aspect of total quality management focuses on the principles that guide organizations.... The shift is intended for the sole purpose of meeting, if not surpassing customer expectations. Customer service provision requires the co-operation of all levels of management within the organization. Achievement of excellent customer service is guided by tools and principles. The tools are the so-called ‘hard’ aspects of customer service. They include the analyzing systems of an organization’s performance using a wide array of analysis tools and the presentation of these in a way that all the stakeholders using the information can understand that when recommendations are applied, it would lead to better results. Display of organizations’ performance could be represented in various ways including tabulation, graphs, polygons and charts. Statistical analysis of results is a common method used to evaluate performance of output through, mean, mode, probability analysis, critical path analysis and variance and correlation analysis. When these tools are used, q uantitative data is displayed to help in controlling the output be it products or services. Most organizations in the world today are registered with different standardization agencies locally or internationally such as The International Customer Service Institute (TICSI) or the International Standard Organization ISO 900 series. These set up standards of different kinds that aim at improving excellence in customer service by having a policy that focuses on quality improvement. Results from statistical analysis should be checked against these standards, and the necessary areas of improvement are identified. The ‘Soft’ aspect of total quality management focuses on the principles that guide organizations. Emphasis is put in

Ethics Assignment Essay Example | Topics and Well Written Essays - 750 words

Ethics Assignment - Essay Example She has informed the Boeing managers that she would be able to conserve the interests of Boeing using her influences if they recruit her daughter and son in law. This paper briefly analyses the above issue and discusses the possible ethical violations involved in this issue. The first ethical violation involved in this case is that Darlene tried to sacrifice the interest of her employer for gaining undue advantages. It is the duty of Darlene to exhibit 100% loyalty to her employer and to work always for the benefit of her employer. Boeing will take undue advantages from Darlene and she will be forced to work for Boeing if she recommend for her relatives. At the same time Darlene cannot stay inactive in finding jobs for her beloved ones. Her daughter and son in law will dislike her if she fails to use her influences in favour of them. It is difficult for Darlene’s daughter and son in law to lead a good family life without employment and hence it is the duty of Darlene to help them in finding suitable jobs. So when we analyse the above case with respect to personal ethics, Darlene did nothing wrong in trying to find employment for her relatives or beloved ones. At the same time when we analyse this case with respect to professional ethics, Darlene committed serious mistake. If her organization loses nothing, sometimes, the actions of Darlene could have justified, but her organization may face damages if Darlene allots projects to Boeing without obeying the norms. Darlene can argue that if she stays away from recommending, others may use the same means to get employment in Boeing and will safeguard their interests. â€Å"It is sometimes seem (wrongly) as a victimless crime and is often rationalized in terms of â€Å"if we don’t offer a bribery, others will† From a moral or ethical perspective it should be approached not in terms of â€Å"can we get away† with it but is it right to offer a bribe to secure a