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Zie Retailers Case Study

1559 Words7 Pages

Case study brief overview:
Zie Retails is a retailing company established back in 2000. It main office is based in Melbourne. In recent years due to the strong economic growth and more competitions joining in this industry all the retailing company is facing more operating stresses. In 2012, Zie Retails determined to close some underperforming stores and merge them with the ones in Vic, SA and NSW. The company also decided to reduce the operating hours and cut the number of working staffs at its Melbourne centre. Due to the increased costing issues, product and services prices have to be increased heavily. Therefore customer satisfaction level has been dropped dramatically and customer complaints rate has been hiking. With the increasing number …show more content…

The management decided to work on the business operation effectiveness and efficiencies which they believe can lead to the maximum customer satisfaction level. The main success factors to be considered in this case can be the average amount of time spent on the phone/call ratio. According to this formula the management can easily find out the accurate staff requirements and staff levels to maintain customer satisfaction. However it is not easy to maintain the customer satisfaction level because a 10% increase in the service level will result in the 20% increasing in the staffing requirements.
Zie Retails decided to analyse the contact waiting time and service level data through a chart representation. Management has identified the breakeven level of the customer waiting period. They identified that there are two main sensitive points: answering customers calls straight away makes customers satisfied while holding customers call make them unsatisfied. The company needs to improve the differences between these two different time …show more content…

(1) Identify and analyze problem in the organization, (2) Develop implementation plan and schedule for new customer service standard, (3) Implement of new customer service standard, (4) Evaluate the effectiveness of new standard, (5) Ensure that this standard to meet with international quality standard and (6) Continue improve customer service

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