Operations Management: Driving Customer Satisfaction


Posted November 1, 2018 by SIOMCollege0905

The ultimate objective of most business to customer organizations today is finding ways of increasing their productivity and revenues through system simplification, organizational potential, and incremental improvements.

 
The ultimate objective of most business to customer organizations today is finding ways of increasing their productivity and revenues through system simplification, organizational potential, and incremental improvements. Customer satisfaction is instrumental to achieving this objective. With global competition on the rise, it has become a necessity for survival and operational relevancy for organizations to focus on operations. Doing so allows them to increase their profitability and gain market leadership. This has made customer service a priority for organizations so as to retain market share and better their bottom line. Operational management has a significant role in ensuring this customer satisfaction. Owing to the key role operations management holds in the advancement of an organization, a larger number of educational institutes are offering operations management courses in India.

This article explores the effectiveness of operations management in ensuring customer satisfaction.

With the spread of globalization and information technology, new challenges have arisen in international trade particularly for business to customer (B2C) organizations. These challenges and opportunities can be met by enhancing manufacturing capabilities with the introduction of new facilities, materials, procedures, and techniques. To stay abreast with growing technological changes business organizations need to improve and upgrade in order to stay competitively relevant. Operational management leads the way for business organizations to achieve their goals by giving them an edge over the other players in the market. Operations management revolves around customer service and resource utilization.

It involves activities relating to the production of goods or services. These activities are central to the optimal functioning of any organization and require management of a vast majority of the organization’s assets, expenditure, and employees.

Operations management is needed for effective planning, organizing and controlling of an organization’s assets so that it can provide in the market goods and services that customers want. This discipline has widespread application and covers manufacturing industries, nonprofit organizations, and service industries
For the service sector in particular, operations management comprises three critical factors: quality, dependability, and speed. Consistent quality, dependability of delivery, and prompt delivery are critical operations performance factors in the service industry.

Customer services often provide the best way to satisfy customer requirements. It is imperative to provide services that can satisfy customers in terms of cost and timing. Customer service must be provided with the achievement of effective operation through efficient resource utilization. Inefficient use of resources or inadequate customer service leads to commercial failure of the organization.

Any company that wants to excel in the global market needs highly skilled operations managers. If you are looking for an institute to get started with your exciting and fulfilling journey to a rewarding operations management career, visit SIOM’s site at https://www.siom.in/, they have the best MBA in operations management in India.
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Last Updated November 1, 2018