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

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    Dolores H. Richman
    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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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

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

    Uploaded by

    Dolores H. Richman
    932 views17 pages
    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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    Effective Delivery Through Employees, Intermediaries & Customer Participation

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    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.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    932 views17 pages

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

    Uploaded by

    Dolores H. Richman
    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.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 17

    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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