Mgmt 7574 - Customers
Autor: Mai Mnam • January 27, 2018 • Coursework • 825 Words (4 Pages) • 476 Views
Week 1 Assignment
Dr. Novakowski
Chapter 1
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2.
Customers What they want or care about | |
Students | Low prices, easy to read books, convenient format |
Professors | content that aligns with course design, price, easy to read |
Retail (bookstores) | Price, size and weight, durability |
Any individual who uses products of operations management processes is a customer. There are different types of customers and these are “internal, intermediate and final customers”. For example, consider a car manufacturer. Customers who impact product designs the most, as well as sales and growth opportunities in the future are considered to be key customers. Students are consumers of the books and Professors are also consumers. However, professors have a greater impact on the books’ designs, the sales, and the growth opportunities for the books (Swink, 2016). Therefore, the professors are the key customers.
3.
Major players | Role |
Distributor | Storage, transport, availability |
Retailer | Storage, availability |
Suppliers | Material Transformations |
Authors/professors, editors, graphic artists, commercial printers | Write, develop and design |
4. It seems e-books will be on the rise as there is a rapid demand for them. E-books are able to cover more content without worrying about book size, students prefer to buy books online, advancement in technology to develop and deliver books with improved speed and quality. The changes will result in the reduced value of commercial printer, distributor and retailer.
5. Since the market is fast changing it would be good to consider yearly forecasting for decision making in book quantity to be printed in order to reduce costs associated with holding inventory. Furthermore, since modular courses are short, it is good to consider making e-books and electronic material available for modular courses, therefore reducing costs associated with printing and supplying hard cover books.
Chapter 2
The traits of order winners make customers choose a certain product over one offered by competitors; for example, the product is lower in price or the product performs better. The product traits of order qualifiers must be a certain level so that a customer can consider the product, therefore, “the products must meet certain threshold values of performance.” Order losers are those products whose traits poor performance cause current or future business losses (Swink, 2016).
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