Product Focused Vs Customer Focused Product Management


If a channel does not receive as many requests, see if it is possible to set up alerts. While the ideal issue resolution rate is 100%, there will always be issues your team cannot resolve. For every unresolved issue, you’ll want to look closely at the reasons for it. It’s important not to ask obvious questions, answers to which might already be available in the company database. Customers appreciate it when representatives do their homework.

Reduction of Costs – When quality is achieved, costs of correcting problems is reduced. Anybody can spend the money to build a beautiful hotel, but not everybody can produce superior service quality. Because it is obvious that the two areas must “seamlessly” work together to meet customer expectations. Hospitalitymarketers must ensure that operations can deliver what marketing promises.

Controls include product inspection, where every product is examined visually. For the benefit of the organisation, quality auditing should not only report non-conformance and corrective actions, but also highlight areas of good practice. In this way, other departments may share information and amend their working practices, which contributes to continual improvement. Since 2008, the focus of quality audits has shifted from simply procedural adherence to measuring the effectiveness of actual QMS’s.

Saturation is mentioned in many qualitative research reports without any explanation of what it means and how it occurred. Recognizing the saturation point presents a challenge to qualitative researchers, especially in the absence of explicit guidelines for determining data or theoretical saturation. This research note examines the saturation concept in naturalistic inquiry and the challenges it presents. In particular, it summarizes the saturation process in a grounded theory study of community-based antipoverty projects.

It also provides feedback to the production sites and corporate headquarters regarding customer needs and market trends. A significant change over time in marketing channels has been disintermediation. In other words, intermediaries are being eliminated from the channels, in favor of more direct distribution. In the 70s, small sawmills might have utilized a channel that included export and billy gene scam import agents, an importer, and a distributor. However, by the 90s this had changed significantly, with larger companies using a more vertical structure with more steps under their immediate control (Figure 5-14). A network structure is inherently more flexible and more efficient in moving information, allowing the firm to continuously adapt to change and become superior in learning.

Could it fund the extra labor hours by charging for evening and weekend visits? Perhaps, but a slightly lower interest rate is more palatable. Management in any setting would do well to creatively consider what feels fair to its customers. Often, the least creative solution is to charge more for the particular service feature you are funding. Shoppers whose preferences match Wal-Mart’s strengths self-select into its customer base. Meanwhile, those who don’t prefer Wal-Mart’s attributes buy elsewhere.