The difference between the manufacturing industry and customer service industy is seen in the marketing performances of both. These days, there are lots of call centers that has been built into different establishments. In fact, there are call center agencies that has been a business alone of big companies around the globe. It’s being used by many entrepreneur and businessman.
Why? Is it because of the weakening appeal of the manufacturing agency? Is the customer service more effective than manufacturing?
No. It’s not because the manufacturing is weakening, but because of the larger chances or opportunities that the customer service offers than the manufacturing.
In a customer service strategy, if the employee or the customer service representative has the ability or one of the promising and outstanding employees, those who are reliably working, and the company can expect more customer satisfaction from the employee there’s a high risk for the company to get bigger and earn more because what the employee promotes and builds a good customer relationship which is basically needed in a business.
But this big chance to inspire the company is also a big chance for the company’s failure because it also causes negative feedback from the customer.
It has been happening in many call center agencies that only few of the call center agents of their employees last because of different kinds of reasons: personal or any, they do not last in the job. The tendency of a customer service’s impact to the business is that, the risk of the transaction between the customer and the company is on the performance of the employee.
Paul Simpson and Dr Vishnu Kanhere (2007) says that “service, by its nature, deals with intangibles. Auditors should not expect to see much in the way of product. When auditing a reception/security team, for example, it is important to check that they know what is required of them in terms of routine responsibilities, but you can guarantee that no day will be the same and thus you’ll need to see that the team adapts to situations presented to them at any time. The ‘quality’ of the service they provide is down to the individual, their own personal characteristics and the training they have received – a combination of nature and nurture.”
The risk is to the company to get along with tHe performance of the employee, whether they will show a good performance or not.
In manufacturing, it’s easy thing that what they have just decided to manufacture is only what they will do. The good thing here is the certainty or the assurance of the dealings with the client or the customer. Accuracy, because they the company is woking with tha machines and equipments, so the performanc of those will be based on the command of the people working with it.
The competition between the customer service and the manufcturing strategy is that, in customer service, there’s an open window for opportunities and good customer relationship. That is only if the employee works nice and with the intention to help for the company’s growth. But if not, it’s a high risk. Gamble, but for sure, companies doesn’t make it to the point that the company is already in danger before they’ll act on it. It’s the quality of the employee’s performance that the company must secure.
In manufacturing, the issue is the quantity of the product to produce because the risk here is that, there are counts on how many is to produce and how many is to be manufactured by the machinery. Aside from the thing that there can not be adjustments sometimes, there are products that are not repeatable to produce. Once that there are damagea at the begining, it’s a continuous process until the edge because the the machineries are systematically programmed and it is already a set up. There is a need to maintain the production quality of the equipments just like the quality that the customer service company must impose on their employees.
In an abstract of an article by Slotnick and Sobel (2005), “Inaccurate production backlog information is a major cause of late deliveries, which can result in penalty fees and loss of reputation. We identify conditions when it is particularly worthwhile to improve an information system to provide good lead-time information. We first analyze a sequential decision process model of lead-time decisions at a firm which manufactures standard products to order, and has complete backlog information.”
Both of he strategy has it’s problem when it comes to time management for the company’s workers. The only difference is just that, the equipments will be repaired but the an employee will be replaced or terminated. “…this reveals when the partial-information method does well and when it is worth implementing measures to improve information transfer between operations and sales (Slotnick and Sobel, 2005).”
Simpson, Paul., and Dr. Kanhere, Vishnu. Auditing: service sector vs. manufacturing. from
Slotnick, Susan A. and Sobel, Matthew J. (16 June 2005). Manufacturing lead-time rules: Customer retention versus tardiness cost. Production, Manufacturing and Logistics, Volume 163, (Issue 3), Pages 825-856
Product Marketing. (February 2002). Guidelines for
Service Standards. Water Industry Asset Management and Standards //www.nrm.qld.gov.au