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Discussion questions

Presented by: Anum Shahzad

Question 2
A service representative of a major U.S. airline told a customer about an internal memo that had been circulated called No Waivers, No Favors, which promises significant and negative consequences to any employee giving a customer special treatment outside the airlines strict policies. As the employer noted, Now, nobody is doing anything until we find out what happens to us if we are a little lenient about enforcing a rule. People are scared. Why do you think that management adopted this policy? What implications will it probably have for customers?

Answer
A post-9/11 airline policy referred to as no waivers, no favors seems

to have been adopted by almost everyone shortened to no. No matter how personal, necessary, or justified your reasons are, you just cant help the fact that airlines are too cold-hearted and closeminded to allow you to cancel, let alone, offer a refund to your flight tickets
The management of this Airline would have adopted this policy could be

because of September 11 terrorist attacks in 2001.


Worst Economic downturn is taking a hard line in an effort to contain costs

and preserve profits.


Granting refunds could cause bankruptcy, resulting in the loss of many

jobs.

Cont.
Another reason why people are scared, in Terms of the airline and its

personnel would be invited error from bending the rules,thus giving meaning to the memos title No Waivers, No Favors

Implications for internal customers could include Punishment.

Penalties, the loss of their jobs because of the policys part which promises negative consequences to any employee giving a customer special treatment outside the airlines strict policies.

Question 4
Construct a list of different names for a customer". For example buyer, client and so on.

Answer

A prospect A client An up A lead A buyer A purchaser A consumer End user Suppliers Retail store Assembly line worker Public

Question 5
Think about a prescription that a doctor might

write. Describe the different types of customers involved in the process of filling the prescription.

Answer
Patient needing to see the doctor
Patient is not feeling well and decides to call the doctors office
Receptionist schedules the patients appointment

Patient is external customer of doctor

Receptionist check the patient insurance

Receptionist is the internal customer of the doctor

Cont.

Doctor is the customer of Insurance co. Doctors Nurse

Patient is the customer of Insurance co.

Doctor comes into see the patient & diagnosis the patient Doctor writes the patient a prescription

Nurse is the internal customer of the doctor

Cont.
Patient leave the doctor office and heads to the pharmacy

Pharmacy is the customer of doctor

The pharmacist fills the prescription with medication that the pharmacy received from pharmaceutical company Finally the prescription is filled and the patient goes home.

Patient is the customer of Pharmacy

Question 7
How might your school use the customer driven quality cycle?

Answer
Customer needs and expectations Identification of Customer needs Translation into product/service specification

Output

Feed back

Customer Perceptions

Cont.
Expected Quality is what the customer assumes will be received from the product.
Students needs and expectations e.g. Educational Services that provide enjoyable learning experiences, Permit socialization ,Enhance quality of life.

Identification of student needs.


Positioning their curriculum to precisely fit the needs of each segment. Programs launched by university Student Perception Take Feedback and measure students satisfaction.

Question 9
How might a college or university segment its customers? What specific needs might each of these customer groups have?

Answer
Segmentation of customers:

Potential students Current students Transfer students Alumni Employers of Graduates Financial supporters Faculty Staff Taxpayers State Legislature Parents of students

Cont.
Further segmentation of Current students.
Current Students

Academic levels

demograp hics

Gender

Age group

Ethnicity

Doctoral

Freshman

Junior

Senior

Cont.
Needs of Students:
Educational Services that provide enjoyable learning

experiences Permit socialization Enhance quality of life Broaden knowledge of subjects of personal interest Promote general mental welfare Self actualization Specific skills that will enhance chances for job entry Social class Advancement Career satisfaction

Needs of faculty:
Ability to attain tenure
Incentives Career advancement

Improved Salaries
Lighter workloads Job security Greater administration support Sufficient resources

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