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G-5, Effective Delivery Through Employees, Intermediaries & Customer Participation

This document discusses the importance of effective delivery through employees, intermediaries, and customer participation. It outlines that employees are crucially important to customer experience and satisfaction. Satisfied employees lead to satisfied customers. The document also notes that intermediaries make services more accessible and help co-produce the service. Strategies for employees include hiring the right people and developing their skills, while strategies for intermediaries involve control, empowerment, and partnering. Regarding customers, their participation can help or hinder satisfaction, so defining their role and educating them is important. The conclusion is that employees, intermediaries, and customers are all vital for a company's success.

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Dolores H. Richman
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1K views17 pages

G-5, Effective Delivery Through Employees, Intermediaries & Customer Participation

This document discusses the importance of effective delivery through employees, intermediaries, and customer participation. It outlines that employees are crucially important to customer experience and satisfaction. Satisfied employees lead to satisfied customers. The document also notes that intermediaries make services more accessible and help co-produce the service. Strategies for employees include hiring the right people and developing their skills, while strategies for intermediaries involve control, empowerment, and partnering. Regarding customers, their participation can help or hinder satisfaction, so defining their role and educating them is important. The conclusion is that employees, intermediaries, and customers are all vital for a company's success.

Uploaded by

Dolores H. Richman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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HELLO!

Were Group Number 5


Members:

Shubham Anand
Naveen Kumar
Shubham
Nilam Kumari
Anku Kumar
Akash Kumar
Importance & Strategies for
Effective Delivery Through
Employees, Intermediaries and
Customer Participation
CONTENTS
1. Importance & Strategy for Effective Delivery
Through Employees

2. Importance & Strategy for Effective Delivery


Through Intermediaries

3. Importance & Strategy for Effective Delivery


Customer Participation

4. Conclusion

5. Reference
IMPORTANCE & STRATEGIES FOR
EFFECTIVE DELIVERY THROUGH EMPLOYEES
IMPORTANCE

Employees are crucially important because frontline work is


difficult and stressfull.

Employees are organization in customers eyes.

In many cases, the contact employee is the service there


and nothing else. The offering is the employee.

Thus, investment in the employee to improve the service


parallels making a direct investment in the improvement of a
manufactured product.

S.A
IMPORTANCE

There is concrete evidence that satisfied employees make


for satisfied customers and satisfied customers in turn can
in turn reinforce employees sense of satisfaction in their
jobs.

Some have even gone so far as to suggest that unless


service employees are happy in their jobs, customer
satisfaction will be difficult to achieve.

Employee satisfaction, customer satisfaction and customer


loyalty reinforce each other over time.

S.A
STRATEGIES

Hire the right people:


o Compete for the best people
o Hire for service competencies and service inclination
o Be the preferred employee

Develop people to deliver service quality:


o Once the firm has hired the right people, the organization
must train and work with these individuals to ensure
service performance
o Train for technical and interactive skills
o Empower employees
o Promote teamwork
o Retain the best people
A.K
IMPORTANCE & STRATEGIES FOR
EFFECTIVE DELIVERY THROUGH INTERMEDIARIES
IMPORTANCE

Intermediaries make service locally available.

Provide time and place convenience for the customers.

Intermediaries may co-produce service, fulfilling service


principals promises to customers.

Provide retailing function for customers because they


represent multiple service principals.

S
STRATEGIES

Control strategies:
o Create standards both for revenues and service
performance
o Measures results
o Compensates or rewards on basis of performance level

Empowerment strategies:
o Service principal allows greater flexibility to
intermediaries
o Help intermediary develop customer oriented service
processes
o Develop intermediaries to deliver service quality
o Provide needed support systems
N.K
STRATEGIES

Partnering strategies:
o Partnering with intermediaries to learn together about
end customers, set specifications, improve delivery, and
communicate honestly
o Alignment of company and intermediarys goals
o Consultation & Cooperation

A
IMPORTANCE & STRATEGIES FOR
EFFECTIVE DELIVERY THROUGH CUSTOMER
PARTICIPATION
IMPORTANCE

Customers can detract from satisfaction:


o Overly demanding behaviors
o Excessive crowding

Customers can enhance satisfaction:


o Mere presence
o Socialization/friendships

A
STRATEGIES

Define customers role:


o Helping oneself
o Helping others
o Promoting the company

Recruit, educate, and reward customers:


o Recruit the right customers
o Educate and train customers to perform effectively
o Reward customers for their contributions
o Avoid negative outcomes of inappropriate customer
participation

N
CONCLUSION

The conclusion which can be drawn from this presentation


is that the employees, Intermediaries & customer
participation is very crucial for a company and without
these it cannot scale new heights.

Therefore, we should know the importance of these three


things and apply in the practical environment.
REFERENCE

HTTP:

www.wikipedia.com

www.slideshare.net/siddharth4mba/customers-roles-in-
service-delivery
THANKS!
Any questions?

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