Customer First

Case Studies are fun! It really challenges our thinking and also reasoning skills, I guess it will be better if the subject has more of that to be able to contribute ideas with the class. I learned that there are a lot of different practices that companies make. Sometimes, these practices evolve to something better because of the challenges that the company or organization faces. But as said, there are no such thing as BEST practice, because when everybody is already doing the practice then I guess that is no longer the best but instead it becomes a standard, having the best practice depends on the organization on how they will develop/innovate the standard practice in order to make it more efficient.

The challenge on my part is that I am still part of the rank-and-file unlike some of the people in class they are already on top level which most of the time differs our reasoning. When you are already at the top level you are more of the tactical unlike the lower management you are more into the operational side of things, which is sometimes do not link with the company’s objective because I view things differently. I’ve read in a book before, “We don’t see things as they are, we see things as we are.” While discussing with the team on our case study, our opinion depends on what we are now, like the experiences, the knowledge you’ve already gained and sometimes the position you are already in affects our reasoning.

But to summarize, all of our case studies are about customers and giving them satisfaction. Customers are the bloodline of a business, without customers the organization would not exist. During my college days we are taught that it is not enough to meet what the customer wants but to always surpass their expectation. But when you are working, in a business world surpassing customer expectation is costly for the business and sometimes you need to assess first the cost of services versus the return to the business. I think it is true to that we should give total customer experience but not always, sometimes it is better to give customer the element of surprise, because the nature of a person is that they are never contented and they will only expect more from your company, rather than giving it to them from time to time. Just like a friend of mine said. You shouldn’t give flowers to girls every time you have a monthsary/anniversary because once you missed one occasion that’ll be war for the two parties. J