Discussion 1: Question 1
Klimpton Hotels and Restaurants maintain the provision of environmentally friendly services through the implementation of various strategies. It engages in progressive research and procedures dexterity. These are processes geared towards ensuring a constant provision of eco-friendly products and services to all its regional customers. The fact that the branches are distributed regionally exposes its services to the changing environments. This means that services that are considered eco-friendly in one region can pose a danger to its customers. Hence, it requires an environmental evaluation for all its regional production points and training for its respective employees. It manages a waste management program which not only ensures their services are environmentally friendly, but also maximizes their profits through recycling of waste. This does not only ensure that the environment is not polluted, but also that the business does not suffer unnecessary losses through waste. The corporation alongside training its employees on the practice of eco-friendly services operates an environmental program known as Earthcare.
This program traces its performance relative to the environment and handles emerging issues, hence solving its environmental and ethical concerns. The company upholds the effectiveness of employee empowerment in its operations. This strategy enables the corporation to shape its chain of supply depending on environmental pressures and ethical waveforms. The supply chain curve especially for a regional business as this, involves the exposure to divergent conditions of the environment. The production of a single product involves various processes. This calls for analysis of all the steps to ensure they don’t have adverse effects on the environment or the customers. Moreover, the presence of Earthcare in its operations ensures that no oversights are allowed in its waste disposals. The committee of the program is delegated with the responsibility of ensuring the environmental viability of the company is up to standards. It evaluates the services of the business through the customers. Furthermore, the independence of such programs ensures maximum implementation of policies and objectives. Ultimately, the quality of the products will be merged with commitment and extra expenses such as the training performed by Earthcare.
Discussion 1: Question 2
Customer service is a significant element within any organization. Zappo’s customer service can be analyzed through various products they sell as well as the strategies they employ. The significance of customer services to the company is demonstrated by its Customer Loyalty department. This is also an independent program, which for efficiency it is set to conduct its services independently. The services and objectives of this department are exhaustive enough to make it one of the core functional areas of the business. The ‘wow’ philosophy on the other hand is formed on the basis of customer satisfaction. Therefore, its reference to the company’s core values depicts a wide display of concern for the business. It is evident through the CEO’s comments that customer satisfaction is their significant goal in business. His explanation of the ‘wow’ philosophy puts it in plain language. This displays all other departments in the company as converging their services towards customer satisfaction.
Normally, the core values of an entity depict the objectives of the whole company. Zappo’s case shows the core values and a description of how core customer services are to its business viability. In this context, customer service becomes the most strategic part of the company given its business objectives more or less revolve around it. For instance, the WOW philosophy is served by all the core values set up by the company. To be precise, good customer relations is the most fundamental business acumen. As a matter of fact, the significance of customer services cannot be ignored by any business corporation. It boosts the worth of transactions through multiplication of sales. Bringing customers to diplomatic transactions influences them to come and buy again. This is the ideology behind the ‘wow’ program.
Discussion 2: Question 1
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Discussion 2: Question 2
One strategic policy businesses embed in their services to ensure a competitive advantage against its competitors is employee empowerment. Kimpton Hotel and Restaurants ensure this by training its employees on the provision of environmentally friendly products and services. Their employees are empowered besides their normal qualification thresh-holds the ability to evaluate the most environmentally appropriate services. This, moreover, boosts their innovative skills, distinguishing them from other employees in competing firms. By developing trust in customers, the firm establishes trust in their employees as well as cohesion between them. It is recorded that the highest customer satisfaction are only achievable when environmental rules are followed from production to distribution levels. Given that the company’s products are consumed directly by the customers, their safety is paramount. This fact aligns the interests of all the three stakeholders, that is, the firm, employers and customers in the business.
As shown by the turn of values after Kimpton Hotel and Restaurants Company changed its approach of employee training to include eco-friendly strategies. This actually proves the customers’ involvement in the process. Actually, display of trust by the company on its employees will motivate them to be more productive and innovative. With respect to the quality of services and loyalty to the company, the employees will feel that they owe it to the company to contribute to their success. This results to relationship of mutual benefit between the company, its employees and the customers. As a matter of fact, a hotel business is characterized by services on an equal ground with its products. This explains why the treatment of water was not enough to guarantee safety. Therefore the company had to couple employee empowerment to provide the best services with product evaluation. This actually paid off as shown in the returns owing to their bilateral approach.
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