How Operations Management Enhances Customer Satisfaction

Delivering quality products and services is essential for customer satisfaction. The operations manager is responsible for making sure that the product meets the needs of consumers and is of high quality. Additionally, operations management ensures that customers are treated well and that goods are delivered within the agreed time commitment. Following up with customers to ensure that products meet quality and functionality needs is also part of operations management.

The feedback received is then distributed to each department for use in improving processes. By providing better customer service than competitors, companies can gain a competitive advantage. The attitude of the operations manager is critical, even though design costs represent a small part of the total cost of a product. Procedures that waste raw materials or double effort can have a substantial negative impact on a company's operating profitability. Service operations management focuses more on the customer, while operations management focuses on production efficiency. The Quality Function Deployment (QFD) is a set of planning and communication routines used to improve product design by focusing design efforts on customer needs.

According to an American Express study, 86% of customers are willing to pay more for a better customer experience. Operations managers use multiple tools and techniques to improve efficiency and quality while addressing safety, environmental and sustainability issues. This change allowed the company to increase overall productivity and improve customer satisfaction, which resulted in increased revenues. To achieve these objectives, service operations managers must implement continuous improvement initiatives. Keeping customers satisfied and maintaining high loyalty rates are the keys to business growth and profitability as a service provider. Designing customized service models based on customer segments is a prerequisite for providing the desired services without overspending.

In addition, unlike traditional “first-line” customer service functions (which focus on responding to individual requests), customer operations functions tend to be higher, requiring deep analytical reflection and interdisciplinary collaboration with other departments in the organization. For example, by implementing the right monitoring and reporting processes, companies can smooth out differences and improve overall service performance. Operations managers apply ideas and technologies to increase productivity and reduce costs, improve flexibility to meet rapidly changing customer needs, improve product quality, and enhance customer service. A Master of Business Administration (MBA) in operations management can provide a global perspective on industry trends and knowledge of financial regulations and political uncertainties that may affect an organization. SafetyCulture is a multi-platform inspection application that helps service operations managers create a complete operations management cycle. Incorporating remote diagnosis and repair capabilities into products and processes can simultaneously reduce service costs (right part, right place) and boost customer satisfaction and loyalty.

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