ASSESSMENT 22256/01
Innovative widgets
Innovative widget has been operating successfully for over 50 years and it is the largest manufacturing company in Australia.

Vision of the company * Implement and internal culture of excellent customer service * Produce a vision and mission statement * Implement a policy and procedures for identify customer needs * Implement a policy and procedures for customer feedbacks * Implement a policy and procedures for managing complaints * Utilize the results of the RATER surveys to modify widgets standards
Issues:
* Acceptable tolerance +/- 5% * Loss of 40% of sale
Existing machineries produce 70% of widgets with accuracy +/- 1% , 20% with accuracy +/- 10% and 10% with accuracy of more than +/- 10%.
Options on how to solve issues:
With an expense of $500 000 would guarantee accuracy of +/- 1% at least for 10 years or;
Repair current machineries for a cost of $100 000 and would guarantee accuracy of +/- 3% for 2 years.

RATER Reliability | Customer needs cylindrical stainless steel widgets.Delivery within 24 hours.Sizes as requested.Tolerance as requested. | Assurance | Staff members to be polite and professional.Talk directly to the customers.Nominate someone to deal with the customer on a 24hr procedure. | Tangibles | Dress smart.Clean uniforms and delivery vans always clean and washed. | Empathy | Listen and have a compliant procedure.Follow complaints at all times. | Responsiveness | Always be prompt and patient.Good listener.Be nominated for specific customers. |

Policies and procedures for complaint * All employees have to greet customers and give them their name * Listen the complaint carefully and summarize with what the customer is saying * Do not argue with customer * Be sympathy and apologize for any fault or bad service * Find options for the