Service Guarantees Operations Management Assignment Help

Service Guarantees

Warrantees are common for products such as automobiles, washing machines, and televisions. Such warrantees guarantee that these products will work throughout a stated period of time or else they will be either repaired or replaced free of charge. Less common are guarantees for services. ever the less. Christopher Hart has suggested that the service guarantee can be a powerful tool for obtaining feedback from customers on how service operations are performing. In. order for a service guarantee to be effective, it must contain the following elements: It must be (a) unconditional, (b) easy to understand and communicate, (c) meaningful, (d) easy and painless to invoke. and (e) easy and quick to collect on. For example, at FedEx, the service guarantee is simple: if your package is not delivered on time, then there is no charge. At L. L. Bean, a leading mail-order firm located in Free port, Maine the guarantee is "100 percent satisfaction in every way." If you buy an L. L. Bean product and are not satisfied with it. you can return it for an exchange or a refund, regardless of how long you have owned it. From a quality standpoint. the unconditional service guarantee provides management with continuous customer feedback. If it is easy to invoke and collect on, then customers.

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