Dysfunctional Operations
Service Snafus
Almost everyone has had a less-than-desirable service experience: at a restaurant, healthcare setting, during the purchase process, a delivery gone wrong, or when reaching out by phone, in person, online, chat, or texting for help. When we receive bad service, it is because something went wrong in the operation. Is it a process issue, a people problem, or both?
Module 1 Discussion Week 1 Resources
A Hot Startup Market Demands You Prioritize Customer Experience (2022)
Contact Centre Operations: Keep it Simple, Keep it Human (2022)
From speech to insights: The value of the human voice (2022)
Poor Customer Service Threatens $4.7 Trillion in Annual Revenue Globally as Companies Struggle to Retain Staff (2021)
Customer Service Is Not All About Problem Resolution (2021)
Service Operations Manager: Who They Are, What They Do, & How Much They Make (2021)
Manufacturing versus Service Operations (2021)
Week 1 Discussion Post
Before making improvements in service operations, companies need to understand what is working and what is not.
- Share a bad customer service experience.
- Provide research to support techniques or processes that can be used by the company to improve this aspect of its service operation. (Research Support Required – look for articles no more than 3 years old).
This post should be 1-2 paragraphs in length (at least 100 words). Since you are engaging in research, cite in the body of the post and add a reference list in APA format. NOTE: failure to use research with accompanying in-text citations to support content will result in reduced scoring “Level 2-Developing” on the grading rubric.
Week 1 Interactive Response to Classmate
Select a classmate’s post and share your opinion about why you think the mistake happened. Be sure to explain why you arrived at this conclusion.
The reply should be one paragraph in length (or about 50 words) and must be substantive. Do not simply say “I agree” or “That is great.” Specify why and be detailed in your explanation. You may use research in your response, but it is not required.
Week 2 Discussion Post
Manufacturing Messes
The COVID-19 pandemic ushered in uncertainty for manufacturers. Scarce materials, an unsteady workforce, and spiraling costs left factories and plants empty or functioning at partial capacity. Some businesses got creative while others closed permanently.
Module 1 Discussion Week 2 Resources
Manufacturing ends 2021 with sequential decline but still on a growth track in 2022 (2022)
Manufacturing CEOs Focusing on Supply Chain Issues (2022)
What lies ahead for the manufacturing & supply chain sectors (2022)
Operations Managers: Rising to the Challenges of 2021 (2021)
Research issues faced by manufacturers since the pandemic began. Select one problem and share how a company overcame it or was hindered by it. (Research Support Required – look for articles between 2020 to the present).
This post should be 1-2 paragraphs in length (at least 100 words). Since you are engaging in research, cite in the body of the post and add a reference list in APA format. NOTE: failure to use research with accompanying in-text citations to support content will result in reduced scoring “Level 2-Developing” on the grading rubric.
Week 2 Interactive Response to Classmate
Select a classmate’s post and share your opinion on the scenario. Critique how it was handled by the company.
Each reply should be one paragraph in length (or about 50 words) and must be substantive. Do not simply say “I agree” or “That is great.” Specify why and be detailed in your explanation. You may use research in your response, but it is not required.
In your own words, respond to the discussion and comments of classmates. Grades will be based on effectual, concise, and interactive feedback. The excessive use of quotes will directly impact performance since this indicates a lack of comprehension and shows that you may not have mastered the concepts.
Why a discussion post and reply each week? Planning and time management are invaluable skills for business professionals who juggle jobs, personal lives, and other endeavors. Coming to terms with balancing priorities in an academic setting is a transferable skill to the workplace. Making optimum decisions about scheduling can help you excel along the career path.
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