This subject is Service Marketing.
Pls help me explain the point and answers it.
Company Name: This is the Question 5: Introduction -Specifically introduce the consequences of the topic for a firm's businesses LUSTER INDUSTRIES BERHAD The selected firm has determined that the policy gap and the delivery gap are the causes of the low quality of the Company Profit: Conclusion -Specifically conclude the Luster Industries Berhad (Luster) delivered services. overall effects of the tactics was founded in Malaysia on for a firm's businesses in the future September 19, 1986 as a private limited company. At the beginning, Apply any TWO (2) tactics from the policy gap's Luster was engaged in the solutions and THREE (3) tactics from the delivery gap's Example -Specific demonstration manufacturing of plastic injection about how the tactic can molding parts and components. It solutions to close the quality gaps of the delivered services. improve the service quality was subsequently listed on October 1, 2002. Luster's main businesses are investment holding, manufacturing of precision plastic parts, real estate | Justify how each tactic can close the service quality gap. and construction development, and Justification -Specific justification about gaming and leisure businesses. The the effectiveness of the core is to achieve seamless process in application to close the the process of achieving excellence, service quality gap so as to achieve excellent quality products, make their customers satisfied and further build a better society.(For Gap 2 The Policy Gap *** ***Proposed Solution: Establish the Right Service Processes and Specify Standards 1. Get the customer service processes right: 0 Use a rigorous, systematic, and customer-centric process for designing and redesigning customer service processes. - Standardize repetitive work tasks to ensure consistency and reliability by substituting hard technology for human contact and improving work methods {soft technology). 2. Develop tiered service products that meet customer expectations: 0 Consider premium, standard and economy-level products to allow customers to self-segment according to their needs, or 0 Offer customers different levels of service at different prices. 3. Set, communicate and reinforce measurable customeroriented service standards for all work units: 0 Establish for each step in service delivery a set of clear service quality goals that are challenging, realistic and explicitly designed to meet customer expectations. 0 Ensure that employees understand and accept goals, standards, and priorities. (There are 3 point at here and choose these 2 tactics Policy Gap's solutions to explain the answer with using \"LUSTER INDUSTRIES BERHAD\" company.) (For Gap 3 The Delivery Gap) *** ***Proposed Solution: Ensure that Performance Meets Standards and that Customers Understand the Quality Level Delivered 1. Ensure that customer service teams are motivated and able to meet service standards: Improve recruitment with a focus on employee-j ob t; select employees for the abilities and skills needed to perform their job well. Train employees on the technical and soft skills needed to perform their assigned tasks effectively, including interpersonal skills, especially for dealing with customers under stressful conditions. Clarify employee roles and ensure that employees understand how theirjobs contribute to customer satisfaction; teach them about customer expectations, perceptions and problems. Build cross-functional service teams that can offer customer-centric service delivery and problem resolution. Empower managers and employees in the eld by pushing decision-making power down the organization. Measure performance; provide regular feedback and reward customer service team performance as well as individual employees and managers on attaining quality goals. 2. Install the right technology, equipment, support processes and capacity: Select the most appropriate technologies and equipment for enhanced performance. Ensure that employees working on internal support jobs provide good service to their own internal customer, the front-line personnel. Balance demand against productive capacity. 3. Manage customers for service quality: Educate customers so that they can perform their roles and responsibilities in service delivery tings to on effectively. (There are 3 point at here and choose these 3 tactics Delivery Gap's solutions to explain the answer with using \"LUSTER INDUSTRIES BERHAD\" company.)
