1) Between the pharmaceutical company and the stakeholders, the external customer relationship is established both for inputting stakeholders and the consumers. Regulators and suppliers fall under this category to which they have a significant role in the company’s success. Consumers or the end-buyers include patients, their families and the general public. Suppliers of the pharmaceutical industry do seem to have strong bargaining power due to the presence of many suppliers who can provide for raw materials. Suppliers too may act as local co-marketing partners or the labor force of the pharmaceutical organization. In order to ensure continuous supply of drugs and medicines suppliers shall be equipped with various communication and promotional strategies, launch solutions, sampling options and patient adherence offerings. Pharmaceutical consumers seek for products that are beneficial at the most affordable price for cures and other health reasons. They are the ones who are very particular with trustworthy medicines and drugs sellers and distributors. On the other hand, the gymnasium end-users are the fitness enthusiasts and health buffs, and these could of various demography. These people recognize the importance of wellness to the overall being of a man that centers on the need for quality gym services as well as trainers/instructors.
2) In the pharmaceutical organization, internal stakeholders is comprise of the company employees either directly taking function or integrated into business units, action committees, task force, functional team or union. John and Jessica are examples of this. Internal customers could be the manufacturing, marketing, R&D, management and legal arms of the organization. Primarily, their education and training and the eventual motivation and sense of ownership are the drivers behind the degree of their contribution to company’s success. Their needs should put at the core the quality of like and work-life balance which may be achieved through inclusivity and participation in order to effectively deliver service and goods to consumers.
3) One of the key customer service issue identified in the cases is the significance of providing adequate informations for the customers as the lack of such may eventually lead to the permanent decline in consumer base. Highlights are placed on the operational consequences of re-branding and in particular packaging. Impliedly, the issue is whether the consumers are provided with necessary informations unique to the industry: benefits, dosage, side effects of the medicines and expiration date. The purpose of packaging provides immense benefits for the organization such as physical and barrier protection, containment, information transmission, marketing, security, convenience and control. Packaging and labeling are costly and consumes time of operation. Nonetheless, this is very important to the business. As part of the customer requirements, aside from choosing proper packaging machinery, it would be wise to include initiative for three R’s or the reduce, reuse and recycle in the package or label. As part of the waste hierarchy, people are increasingly become waste shoppers and the most convenient way to adhere to such concept while also reducing operational costs is to encourage consumers to converge with the idea. As such, the company must adopt closed-loop logistics systems in order to inspect, clean, repair and recouperage returnable packaging.
4) As supplementary standard for the gym clientele, the General Physical Skill Standard could be used. Since the goal is the optimum physical competence, general physical skills could be considered including cardiovascular/respiratory endurance – the ability of body systems to gather, process and deliver oxygen; stamina – the ability to process, deliver, store and utilize energy; strength – the ability of muscular unit to apply force; flexibility – the ability to maximise the range of motion; power – the ability to apply maximum force in minimum time; speed – the ability to minimise time cycle of a repeated movement; coordination – the ability to combine several distinct movement patterns into singular movement; agility – the ability to minimise transition time from one movement pattern to another; balance – the ability to control the placement of the bodies center of gravity in relation to support base and accuracy – the ability to control movement in a given direction or at a given intensity. To illustrate:
General Physical Skills
Activity/ies
Time and Improvement Level
Actions
1) Cardiovascular/respiratory endurance
2) Stamina
3) Strength
4) Flexibility
5) Power
6) Speed
7) Coordination
8) Agility
9) Balance
10) Accuracy
5)
We value your feedback!
Please indicate (X) which of the following applied to our customer service.
1) How would rate our service today?
___ Awful
___ Poor
___ Good
___ Outstanding
2) Were we…
___ Rude
___ Difficult to understand
___ Unhelpful
___ Not Listening
___ Badly Presented
___ Too Slow
___ Unfriendly
___ Reluctant
___ Not Doing What You Want
3) Please indicate whether the service…..
_____ Greatly exceeded your expectations
_____ Slightly exceeded your expectations
_____ Met your expectations
_____ Fell slightly short of your expectations
_____ Failed to meet your expectations
Would you consider using the service again?
_____ Definitely would
_____ Probably would
_____ Probably would not
_____ Definitely would not
_____ Not sure
Would you refer the gym to a friend?
_____ Definitely would
_____ Probably would
_____ Probably would not
_____ Definitely would not
_____ Not sure
4) Any specific comment or suggestion about the service you receive today?
________________________________________________________________________________________________________________________________________________________________________________________________
Thank you!
Received by:
Type of Information:________
[Optional]
Name: Age:
Address:
Telephone:
6) Protégé Needs Assessment is what I have in mind. Through this, the mentors would know the needs and expectations of the protégé from the mentor or the coach. The data obtained from this shall assist the organization or the company for effective program planning through the identification and addressing of the methods and techniques to succeed in the mentoring/coaching initiative to address the specific need of the protégé. Moreover, this method could provide eligible protégés to enhance their capabilities to satisfy customers which in return could result in stable partnerships, improved competencies, higher productivity and lower staff turnover.
7)
In our on-going effort to provide high quality gym services to meet our customers’ demands, GYM XXX designed a customer survey on one of our basic services which is the Beginner’s Workouts.
Please take a few minutes to complete this questionnaire and return it to the box near the gym entrance.
Thank you in advance. Your opinion Counts!
1) How quick and proficient our trainers are?
___ Poor
___ Needs Improvement
___ Satisfactory
___ Superior
2) How would you rate the series of workouts and activities employed?
___ Poor
___ Needs Improvement
___ Satisfactory
___ Superior
3) How would you rate the cleanliness of our facilities and equipments?
___ Poor
___ Needs Improvement
___ Satisfactory
___ Superior
4) How would you rate the level of customer service at the reception area? at the beginner’s rooms? at the beginner’s lockers and showers?
___ ___ ___ Poor
___ ___ ___ Needs Improvement
___ ___ ___ Satisfactory
___ ___ ___ Superior
5) How would you rate the parking space?
___ Poor
___ Needs Improvement
___ Satisfactory
___ Superior
6) How would you rate the convenience of flexible schedule?
___ Poor
___ Needs Improvement
___ Satisfactory
___ Superior
7) Would you recommend the GYM XXX Beginner’s Workout Service to a friend or colleague?
___ YES
___ NO
8) Do you have any comments for us?
Thank you! Remember, at GYM XXX you have a say!
8) For an instance, a customer complains on the service on the cashier area of the pharmaceutical company whereby a bottle of syrup was broken down into pieces because the cashier was just throw the bottle right into the bag placed just beneath the hard surface of the station. The complaint states that the cashiers are needed to be educated as to how to pack bottles and to take more care with the customer’s purchases. But to no avail, the management has ignored this single complaint because of the more pressing issues of other complainants. When this consumer returns to the store and finds out about how the management treated his/her complaint, there would be the possibility of further dissatisfaction to service and may erode loyalty. The tendency for this unhappy customer is to identify faults and may communicate it to friends, relatives, and workmates and may result in decline in loyal customers. What’s worse, this customer may swap brand or store because his/her expectations do not meet with the level of service.
9) Like any other company, the pharmaceutical company kept records of sales. Sales records mirror the overall performance of the company consisting of assets, liabilities and revenues manifesting the extent of effectiveness of promotions and advertisement, word-of-mouth referrals, repeat buyers, pricing leverage and profitability for instance. In addition to this, the company must strategically keep personnel records to keep track of the different subjects concerning employees. Personnel records could reflect sound organizational practices that might be converted into customer satisfaction in the long run. To wit, the openness may lessen mistrust and prejudice on informations is given access.
Credit:ivythesis.typepad.com
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