Processes and customer involvement, Project Management

Processes and Customer Involvement

Many processes are designed keeping in mind that value is provided by involving the customer in the delivery of the final product.  The involvement may range from self service to the customer by deciding the time and place where the service is to be provided.

Self  Service : This  can be explained with  the help of following  example for example morning  store  in Delhi  started a new trend in buying  groceries by introducing self service. This was a change from the traditional system where the customer gave a list to the grocer who then supplied the items. Morning store found that they not only saved money by not employing people, but also they increased sales due to a high level of impulse buying. Though traditionally self service was meant to save money and thereby provide greater value to the customer, it soon found application for other strategic considerations also.

Product Selection: Business organizations are increasingly attempting to involve their customers in the product design by providing them different options for customization. For example  Maruti Udyog limited the premier automobile manufacturer in India in a bid to retain its premier position in the market is offering customization for its basic car model the Maruti 800 even before consumers have demanded it.  The customer has been offered a choice of color combinations material and functionality adds- ons. The facility is not only available on new purchases but also available for in use cars so that the company retain the goodwill of its existing customers.  This of option has implications both in product as well as process design decisions.

Partnerships: Organizations engage in an active dialogue with customers using new emerging technologies.  Customers are increasingly becoming partners in creating value. Customers can now decide the time and location where the service or product is to be delivered. Pricing and billing systems are modified to customer convenience.

Posted Date: 1/11/2013 5:10:33 AM | Location : United States







Related Discussions:- Processes and customer involvement, Assignment Help, Ask Question on Processes and customer involvement, Get Answer, Expert's Help, Processes and customer involvement Discussions

Write discussion on Processes and customer involvement
Your posts are moderated
Related Questions


From what product must the acceptance criteria for a project is derived and why? The acceptance criteria must be derived by the Requirements Specification that is where the use

Contract process cycle  Contract process goes through the following stages to complete the contract documentation cycle:    Pre tender documentation stage.    Approval

Quantitative Layout Analysis - Correlation Chart  In this technique we draw a gird with rows presenting alternative solutions. Plant item can be a ground floor (G >F) First fl

• Develop a project concept. Find a stakeholder who will act as sponsor for the project. Outline the business problem that the system is intended to address, and establish an initi

Question 1: What are the steps involved in the process of diagnosing the system? Steps involved in the process of diagnosing the system. Question 2: What are the maj

According to the Society for Human Resource Management's (SHRM) 2007 Change Management Survey Report, the top two obstacles encountered during major organizational change are commu

Q. Use of Operational approach in development process? It has been defined as the application of scientific methods, technology and tools to operation of system with optimum s

2. Why Conflicts arise between two or more mutually exclusive projects? Analyse the situations where conflicts may arise and suggest how these conflicts can be resolved.