Mike Boyle only wants to attract customers who will be frequent users of his facilities and training services. What does this suggest about how MBSC manages service expectations?
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Mike Boyle only wants to attract customers who will be frequent users of his facilities and training services. What does this suggest about how MBSC manages service expectations?
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- Scenario 3 Ben Gibson, the purchasing manager at Coastal Products, was reviewing purchasing expenditures for packaging materials with Jeff Joyner. Ben was particularly disturbed about the amount spent on corrugated boxes purchased from Southeastern Corrugated. Ben said, I dont like the salesman from that company. He comes around here acting like he owns the place. He loves to tell us about his fancy car, house, and vacations. It seems to me he must be making too much money off of us! Jeff responded that he heard Southeastern Corrugated was going to ask for a price increase to cover the rising costs of raw material paper stock. Jeff further stated that Southeastern would probably ask for more than what was justified simply from rising paper stock costs. After the meeting, Ben decided he had heard enough. After all, he prided himself on being a results-oriented manager. There was no way he was going to allow that salesman to keep taking advantage of Coastal Products. Ben called Jeff and told him it was time to rebid the corrugated contract before Southeastern came in with a price increase request. Who did Jeff know that might be interested in the business? Jeff replied he had several companies in mind to include in the bidding process. These companies would surely come in at a lower price, partly because they used lower-grade boxes that would probably work well enough in Coastal Products process. Jeff also explained that these suppliers were not serious contenders for the business. Their purpose was to create competition with the bids. Ben told Jeff to make sure that Southeastern was well aware that these new suppliers were bidding on the contract. He also said to make sure the suppliers knew that price was going to be the determining factor in this quote, because he considered corrugated boxes to be a standard industry item. Is Ben Gibson acting legally? Is he acting ethically? Why or why not?Scenario 3 Ben Gibson, the purchasing manager at Coastal Products, was reviewing purchasing expenditures for packaging materials with Jeff Joyner. Ben was particularly disturbed about the amount spent on corrugated boxes purchased from Southeastern Corrugated. Ben said, I dont like the salesman from that company. He comes around here acting like he owns the place. He loves to tell us about his fancy car, house, and vacations. It seems to me he must be making too much money off of us! Jeff responded that he heard Southeastern Corrugated was going to ask for a price increase to cover the rising costs of raw material paper stock. Jeff further stated that Southeastern would probably ask for more than what was justified simply from rising paper stock costs. After the meeting, Ben decided he had heard enough. After all, he prided himself on being a results-oriented manager. There was no way he was going to allow that salesman to keep taking advantage of Coastal Products. Ben called Jeff and told him it was time to rebid the corrugated contract before Southeastern came in with a price increase request. Who did Jeff know that might be interested in the business? Jeff replied he had several companies in mind to include in the bidding process. These companies would surely come in at a lower price, partly because they used lower-grade boxes that would probably work well enough in Coastal Products process. Jeff also explained that these suppliers were not serious contenders for the business. Their purpose was to create competition with the bids. Ben told Jeff to make sure that Southeastern was well aware that these new suppliers were bidding on the contract. He also said to make sure the suppliers knew that price was going to be the determining factor in this quote, because he considered corrugated boxes to be a standard industry item. As the Marketing Manager for Southeastern Corrugated, what would you do upon receiving the request for quotation from Coastal Products?XI. You're planning customer support services for Phonic's new smart phone product. Review what you know about your target market and its needs; also think about what Phonic's competitors are offering. Then respond to these three questions about designing and managing services. I. What support services are buyers of smart phone products likely to want and need? II. How can Phonic manage gaps between perceived service and expected service to satisfy customers? III. What post-sale service arrangements must Phonic make and how would you expect these to affect customer satisfaction? Consider how your service strategy will support Phonic's overall marketing efforts
- SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions that are believed to represent service quality. Explain how the use of the SERVQUAL Model would help OUTsurance better service its customers.Napp Landscape Services offers designing and building home landscaping services, and will manage and maintain the landscape to. Over time many of its clients have seen their landscapes grow and mature, and they have worked with Napp to further enhance their landscape to meet their dream outdoors space. Napp offers tangible and core product levels to its clients, and also offers services to meet what additional product levels? Responses 1. personalized and promised core product levels 2. aspirational and augmented product levels 3. augmented and promised product levels1. A hotel tries to reduce the perishability of its services by selling last minute inventory at a highly discounted price. This technique presents threats to a company’s: A. Brand image B: Variability of services C: Relationships with suppliers D: Human resources turnover 2. Sometimes, hotel and airline companies upgrade guests to higher-end services. For such services, there are not a lot of word-of-mouth, reviews, or pictures available. For example, a hotel may upgrade a guest who paid for a regular room to a suite in order for the guest to experience an upscale product that the customer does not purchase often, but may purchase in the future. This situation, where a guest may experience an unfamiliar upscale service for the first time, is likely to result in a __________ in the __________ of services. A: increase, intangibility B: reduction, intangibility C: reduction, variability D: increase, variability 3. In hospitality and travel industries, customers and frontline…
- Apply the Service Gap model to a service of your choice and explain how to reducethe overall customer gap between expected service vs perceived service.In normal circumstances the airline industry creates value, a portion of which the airlines capture for themselves. Explain what we mean by value capture and how increased competition in the industry might impact the ability of airlines to capture value.Two items are omitted from each of the following three lists of cost of goods sold data from a manufacturing company income statement. Determine the amounts of the missing items, identifying them by letter. Finished goods Inventory,June1 $61,600 $46,200 (e) Cost of goods manufactured 329,000 (c ) 484,800 Cost of finished goods available for sales (a) $260,400 $540,000 Finished goods Inventory ,June30 72,800 61,600 (f) Cost of goods sold (b) (d) $513,600
- Pinkie Ice-Cream Itd. Pinky Ice-cream Itd. is an ice-cream company that is located in the city of Palma and has branches in several communities. The brand is an emerging brand and is becoming very popular among children and young adults. One of the reasons why this brand of ice-cream is becoming so popular is because the quality is outstanding. The Operations manager work closely with the marketing manager to ensure that the best quality ice-cream is sold to customer. The OM manager uses the best quality ingredients and ensures that the best machines and labour are employed in the transformation process. They also produce a variety of flavours to ensure that the customers have a wide choice. Weekly customer demand for the ice-cream can be seen in the table below. Week Demand (gallons) 280 295 1 2 3 315 4 300 340 6 335 350 Seeing that the company is fairly new, management is yet to formulate a mission and a vision statement for the organization. They are planning to develop a strategic…The lease of Theme Park, Inc., is about to expire. Management must decide whether to renew the lease for another 10 years or to relocate near the site of a proposed motel. The town planning board is currently debating the merits of granting approval to the motel. A consultant has estimated the net present value of Theme Park’s two alternatives under each state of nature as shown on the following page. What course of action would you recommend using?a. Maximaxb. Maximinc. Laplaced. Minimax regretOptionsMotelApprovedMotelRejectedRenew $ 500,000 $4,000,000Relocate 5,000,000 100,000In many industrial sectors, original-equipment manufacturers (OEMs) face a challenging and uncertain future. In recent years, input prices have fallen and growth in emerging markets has slowed, decreasing new-equipment sales in industries ranging from oil and gas to agriculture to commercial aerospace. In response, CEOs at industrial OEMs are increasing their focus on aftermarket services.The appeal of this strategy is simple: services provide stable revenue and often higher margins than sales of new equipment. In this regard,Explain the role of lean mindset on enhancing logistics performance.