Why is it important for a firm to be proactive in their customer service management processes?

HOMEWORK (WEEK 2)

Question 1:Why is it important for a firm to be proactive in their customer service management processes?

Question 2:Article:  Kapner, S. & Ziobro, P. (2021, January 10). Retailers Say Skip Returns of Unwanted Items. The Wall Street Journal. https://www-proquest-com.nuls.idm.oclc.org/docview/2515568063/fulltext/60319D4F14E44AC9PQ/1?accountid=25320

Summary: Retailers have a new message for consumers looking to return an item: Keep it. Amazon.com Inc., Walmart Inc. and other companies are using artificial intelligence to decide whether it makes economic sense to process a return. For inexpensive items or large ones that would incur hefty shipping fees, it is often cheaper to refund the purchase price and let customers keep the products.

Questions:

1.            Summarize all of the events that have occurred in China regarding Tesla’s customer service.

2.            What specific recommendations would you make to Tesla with respect to its customer service strategy in China? Mention at least two.

3.            What metrics or measures should Tesla use to gauge its success in achieving high customer satisfaction in China?

Question 3:CASE STUDY ( See attached Kiwi medical device case information)

•             Week 2: Case study – “Kiwi Medical Devices Ltd: Is “Right Shoring” the Right Response?””

Special instructions: For Question #1, use data in Table 2 to create a weighed factor model in order to determine the optimal country option. Complete Questions #2-4, but DO NOT do the entire “Role Play Opportunity” listed on page 7.

•             Kiwi Medical Devices Academic Case – PDF Document (1.12 MB)

 Ensure you address the appropriate SCM Processes in your recommendations!

Question 4: (See attached beer game file)

The Supply Chain Game (based on the original MIT Beer Game)

The Beer Game _only_.pptx – PowerPoint File (1.65 MB)

•             Select your TEAM: Team # is your “Game #”

•             Select your Player: Your company in the Supply Chain

•             Passwords: Passwords — The Supply Chain Game — Rounds 1 and 2 (Jan 2022).xlsx

5) Play your role as best as your can — but follow the rules of NO COMMUNICATION between players. Game ends after 30 rounds.

6) As an individual, create two lists with descriptions for each item. (APA format is NOT required.)

•             What went wrong with the game?

•             What business practices would you like to implement to improve your supply chain for Round 2 (next week)?

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