Recommendation report on customer service.

Acacia Medical is the largest producer of Hinged knee braces in Australia. Established in 1952, its Hinged knee braces are used as a splint in various knee conditions by physicians and orthopaedic surgeons .They are stored and sold by various hospitals, physiotherapy clinics, and GP all over Australia. The company is family-owned and run by the children and one grandchild of the founder, who collectively form the board of directors. Until recently, the grandchild had acted as managing director of Acacia Medical.

Acacia Medical operates from one location. There is a stores area in the warehouse (for the raw materials used to make Hinged knee braces) a machine workshop (where the Hinged knee braces are produced) and dispatch and deliveries areas. The office block houses the following operational departments :

• purchasing
• sales
• accounts
• human resources
• a recently established customer services team.

Acacia Medical Organisational Chart

In total, Acacia Medical employs over 50 staff. Last year Acacia Medical produced a pre-tax profit $2,240, 000 on a turnover of $1 6,000,000

Acacia Medical has a diverse customer base. Their largest customer is Northern Hospital. This customer accounts for approximately 40 % of total hinged knee brace sales. The other 60 % of sales are to medium and small Pharmacy GPs and Physiotherapy clinics.

The following is an excerpt from Acacia Medical ' business plan.

Business plan excerpt

Vision statement

To keep every Australian business running smoothly using safe, quality hinged knee braces.

Mission statement

• Innovate new ways of manufacturing and testing hinged knee braces
• Deliver consistently high-quality customer service internally and externally
• Keep Australian businesses buying Australian hinged knee braces through quality products and second-to-none customer service
• Have the best safety record of any hinged knee brace company

report you must include:

• A summary of your teams performance;
• Possible causes of customer service shortfalls;
• At least two (2) training and development strategies for addressing the problems (training plan);
• The performance management system including:
• A mimunum of two (2) strategies that will be used to monitor team progress in achieving service targets and standards;
• A minimum of two (2) strategies that will be implemented to elicit customer feedback to improve the provisions of quality products and services;
• A minimum of two (2) actions Acacia Medical will take (i.e. procurement of resources) to ensure the delivery of quality products and services.