Wednesday, December 4, 2019
Enterprise Resource Planning Systems Firm -Myassignmenthelp.Com
Question: Discuss About The Enterprise Resource Planning Systems Firm? Answer: Introduction According to Trompenaars (2016), customer service is important in order to ensure customer satisfaction. However, certain levels of conflicts exist in business that creates an impact on the level of service provided to customers. The conflict that arises within an organisation is mostly internal and it creates a negative impact towards the customers. Services provided to customers need to be done in a stress-free environment. The stress factor is an important component that affects the performance of individuals. As observed by Jamali and Mirshak (2016) internal business conflict arising from stress usually originates from a personal or professional level of an individual. Pressure from family, peers or employer causes a person to suffer from stress and thereby have a negative impact on the performance of the individual. Consequently, the services rendered to customers are affected, as the person remains unable to focus on the work provided to them. However, other factors also exist that have an impact on the service provided to the customers. Internal conflict in business can arise from lack of motivation. Trompenaars (2016) stated that this is the most important reason for the rise of conflict as the satisfaction of the employees is essential for the proper functioning of the business. Employees and customers form the most important stakeholders of a business organisation. Hence, it is important for managers to manage the employees as well as the customers so that loyalty of both parties can be maintained. An unsatisfied employee may jeopardise the performance of a company, which in turn can hamper the satisfaction level of customers. Both these scenarios are unfavourable for a company as, without the support from the employees and the revenue from the customers, growth in a competitive market can be difficult (Khodakarami and Chan 2014). Explaining and exploring customer value assessment To ensure that customers are satisfied it is essential for managers to assess five operational performance objectives that provide customer value assessment. These include: Quality: The quality of a product or service is important for customers as most customers tend to rate a service sector based on the quality of products provided and services rendered. The quality of products needs to be best as compared to other similar business in the locality so that competitive advantage can be gained (Soltani and Navimipour 2016). At the same time, the services provided to customers need to be rendered while selling a product or after a product has been delivered. These can provide satisfaction to the customers and create an opportunity for being loyal to a particular organisation. Speed: In the modern world, people expect things to be done in a quick manner to prevent the waste of time. Hence, the delivery of the products or the rendering of services also needs to be provided in a quick manner so that customers can remain satisfied. Speedy delivery of services satisfies customers as it helps them to understand the importance and emphasis showed towards them. Moreover, customers expect speedy delivery of products to counter the anxiety that is incurred after ordering a product. Thus, speed is another objective that managers need to keep in mind to satisfy customers. Dependability: According to Kernen and Jalkala (2014), dependability of the products or services provided by an organisation justifies the reliability of the organisation. Customers trust an organisation based on the brand value it possesses and the image it has created in the market. Therefore, dependence on the products and services rendered by these organisations are more as compared with that of other organisations. However, dependability or trust of the customers needs to be earned by the organisations by providing proper products or services. Flexibility: Flexibility depends upon the versatility of the products and services. Customers prefer organisations that provide different kinds of products and maintain certain flexibility while rendering services. The flexibility in terms of services rendered can be in the form of time provided in carrying out the services. The expectations of the customers are that services need to be given to them whenever they require it (Kumar and Reinartz 2016). Cost: As stated by Bansal and Taylor (2015) apart from quality, the other most important factor based on which customers judge an organisation or a product is its cost. Customers prefer organisations and products that provide a reasonable price along with good quality. The pocket-friendly nature of the products makes it possible for customers of all social class to purchase and enjoy the items. Similarly, in the case of service provided, the cost of the services needs to be reasonable. Analysing customer assessment of McDonald's Quality: McDonalds is one of the biggest fast food restaurants in the world and it is expected that the quality of food provided by the restaurant will maintain the reputation it possesses. The quality of the food in McDonalds all across the world varies mainly due to the diverse requirements that the restaurant needs to meet in terms of managing the requirements of the customers (Mcdonalds.com. 2018). Speed: It has been seen that the customers that visit McDonalds need to indulge in self-service after ordering the food. However, the speed at which the food is prepared and delivered to the customers makes the restaurant likeable among the people. Hence, this objective of customer assessment is strongly met by McDonalds. Dependability: According to Verhoef and Lemon (2015), McDonalds holds a strong reputation in the food business. Hence, the dependability of the customers on McDonalds is more based on the reputation and the pressure it receives from the competitors. In this regard, it can be said that McDonalds have done justice to the trust imposed by the customers on the restaurant. Flexibility: This can be considered as one of the main accolades that McDonalds possess. This is because the restaurant provides flexible food items to the customers. The flexibility of the restaurant mainly can be evidenced by the change of proteins it provides in different branches. For example, the beef is replaced with chicken in the McDonald's conducting business in India (Mcdonalds.com. 2018). Cost: The price of the products of McDonalds is quite pocket-friendly as the restaurant provides opportunities for all types of customers to visit it (Tarhini, Ammar and Tarhini 2015). The target market of McDonalds is the children as the restaurant provides toys with the food that is available at the restaurant. Evaluating possible trade-off factors According to Kernen and Jalkala (2014), trade-off refers to a situation that involves lowering one service factor so that other factors can be enhanced. It involves striking a balance between the different factors that affect the customers of a restaurant or a service sector. Based on the analysis of the customer assessment of McDonalds it can be said that the weak point of the restaurant is maintaining the quality of the products. This is the main problem because of the adjustments that it has to make in different parts of the world. Apart from the choice of protein, the seasoning provided in the food is also another compromising factor for the restaurant. As stated by Christopher (2016) people residing in India or the Jamaican region prefer to consume spicy food than people residing in Europe. This adjustment sometimes compromises with the quality of the products. Thus, the trade-off factor, in this case, can be the speed at which the products are prepared. Jacobs, Chase and Lummus (2014) observed that customers sometimes tend to overlook the speed at which products are delivered if the quality is high. Hence, this is a strategy that McDonalds can use to ensure that the quality of the products is maintained. However, the service needs to be provided at a decent pace so that the customers do not become too much frustrated with the restaurant. Evaluating the importance of CRM and ERP Customer Relationship Management (CRM) is used to analyse the demands and factors that satisfy a customer. In the case of McDonalds, CRM technique can assist the restaurant by identifying ways to maintain a balance between the factors that satisfy customers. CRM provides customers with a value proposition that enables companies to be innovative (Tian and Xu 2015). In the case of McDonalds the innovation showed by the restaurant is during the festivities. For example, in the middle-east Muslim countries, the restaurant provides halal meat as the main protein during the period of Eid or Ramazan. This provides an opportunity for being innovative in the market. At the same time, Enterprise Resource Planning (ERP) is another factor that can be utilised to ensure that satisfaction of the consumers can be maintained. Resources required for the implementation of proper quality can be analysed and based on it planning can be done. The plan needs to consider the speed at which McDonalds can de liver the products despite focusing on the quality. According to Leon (2014), ERP and CRM can ensure that McDonalds identify the perfect balance that exists while managing the customer assessment factors. Reference Bansal, H.S. and Taylor, S.F., 2015. Beyond service quality and customer satisfaction: investigating additional antecedents of service provider switching intentions. InProceedings of the 1999 Academy of Marketing Science (AMS) Annual Conference(pp. 75-82). Springer, Cham. Christopher, M., 2016.Logistics supply chain management. Pearson UK. Jacobs, F.R., Chase, R.B. and Lummus, R.R., 2014.Operations and supply chain management(pp. 533-535). New York, NY: McGraw-Hill/Irwin. Jamali, D. and Mirshak, R., 2016. Business-conflict linkages: Revisiting MNCs, CSR, and conflict.Journal of Business Ethics,93(3), pp.443-464. Kernen, J. and Jalkala, A., 2014. 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