Executive Summary

Executive Summary

Becky Lapointe

OPS 571

August 5, 2013

Bruce Mischler

Executive Summary

Making a product and selling that product can be a tough situation for any business. If the company knows process to make the product and sell that product to consumers in a way that benefits both parties, the company will be successful. One company that does both service and product excellent is Apple for the iPhone models.

The process matrix will deal with the customer service side and the iPhone product side. The service side will involve four items, which are the customer service charter, excellent customer service, the personal approach, and the customer feedback system. For these to be successful in the process design matrix, customer service has to be effective and done efficiently. The customer service is a very integral part for any company because it has to rely on its valuable customers to make a profit and be successful. Today with the type of technology at our fingertips, customers are becoming more informed and at a higher speed than 10 years ago. People today have a better understanding of just what his or her rights are because they do not only value the quality of service or product but also the quality of service provided by the company.

Therefore, having a process design matrix is fundamental in that it helps the organization establish the customer service charter, excellent customer service, what personal attention approach needs to be looked at, and elaborating on customer feedback. The customer service charter will help Apple, Inc., to detail what pertains in achieving the set objectives that include a turn=around time for every service. The customer service excellency will look at the valuable customers and expound on the best practices to achieve this goal. Personnel attention approach is vital when selling a product like the iPhone. This approach is about providing the customers with a sense that he or she does belong to the company and...