Tyrone Wheeler

Operation Management

Professor Walton

March 2013

De Mar Company

1. The tangible parts of their products are the components and parts they use to fix customer equipment. They fix plumbing, air conditioning, and heating equipment problems. They also offer a service that is more valuable than their competitors. They assist and help satisfy customer who are dealing with discomfort from the inconvenience of their equipment. They offer there service 24 hours a day, 7 days a week. They are selling customer satisfaction.
2. Other areas should support their product strategy by getting on board and doing all they can to keep the strategy effective. The marketing department should continue to advertise as well as focusing on certain areas. Find areas that have a lot of issues and market the surrounding areas. This will allow employee to cut down their driving time from house to house. The closer customers are the more customers employees are able to help in a day. This will ensure that their product strategy will continue to be effective. The finance department needs to keep cost down. They need to continue to monitor the market and products it uses. Newer and higher quality products prices may drop and this will ensure that the quality of the company improve or stays the same. Customers don’t mind paying the high price, especially when De Mar continues to provide the high quality work and service. The employees need to continue to educate themselves on techniques and products. This will allow employee to better assist customers and provide better service by being more knowledgeable. Maybe being able to teach customers about how techniques work so customers can understand what we actually are doing.
3. For goods and service they must continue to produce a satisfying customer experience along with high quality. The Image and reputation is more important than the amount of dollars it makes. They focus on having a great image and reputation because in their market it’s a competitive advantage. This makes them different from their competitors. Quality management is how they need to keep eyes on all employees to make sure guidelines and procedure are followed. This will ensure that the company strategy is being followed. Process design is how the company goes about doing business from receiving the phone call to the amount of time it takes to fix customer problems. They must monitor the process to figure out where any potential problems may be. Monitoring the inventory is needed as well to ensure that they have enough on hand and that they have the latest, inexpensive, but high quality products. Training for employees must continue to ensure that they are still believing is the company and that this is the job for them. Beside employees are a part of their customers and they want to satisfy them as much as possible.