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Operation management
A) The two products that I am going to compare are an iPhone and HEB Curbside To Go.
For steps 1 and 2, both the product and service us customer feedback to gain knowledge
of key elements the customer would want. For step 3, on the product side, Apple tries to
gain business by having readily available stores for questions, fixes and even upgraded
items. You can get on the Apple app to find a store or go on and get free help from a chat
with someone that is a tech. As for the service side, HEB Curbside To Go offers the first
5 pickups for free and does not charge for your personal shopper for the first 4 times. For
step 4, on the product side, each new version of the phone is made with the customer in
mind and is sleeker and includes more and more features. On the service side, it is
designed to make shopping more convenient. In step 5, the phone is manufactured and
shipped to all cell phone retail shops. On the other hand, for a service, they would have
to train employees for the new jobs that adding the curbside to go have created. In step 6,
both are similar in that they monitor customer feedback to continue making a better
product.
For the changes to the service side, faster delivery of goods to the customer is essential. This
could be accomplished by having extra personnel available at the busiest days and times that
people are using the HEB Curbside To Go. This would cut wait time and definitely help with
improvements in operations.
For the product side, more streamlined processes for shipping will allow the product to get to its
destination faster therefore keeping it in stock. Especially when it is a newly released product
that flies off the shelves.
Karmarkar and Apte (2007) point out that the service industry has become a major contributor to
any country’s GDP. Modern Internet and communication technology have been greatly linked to
these advancements. Service operatio...