NURS 6600-Assignment: Elements of a service-delivery system

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The influence of technology on the five elements of a service-delivery system has increased dramatically in complexity and urgency for which customers better quality products at lower prices. To maximize value to the customer, it is essential to understand the expectations, wants, and needs of the customer or the voice of the customer.

According to Collier and Evans (2019), the voice of the customer “is the customer requirements, as expressed in the customer’s own words” (sect. 5.2). These expectations reflect the customer needs for specific design and quality elements to add value to the customer experience while addressing the individual needs of the product’s specifications.

As stated, the introduction and evolving use of technology have provided valuable insight into customer requirements and expectations. Examining customer purchasing behavior provides valuable insight into the need and requirements of customers based on demographics, region, gender, age, and other important factors to effectively market and design products tailored to maximize value for specific customer target segments.

This data is generally collected through direct means such as purchasing behavior to identify customer needs through online surveys for new product expectations or customer feedback through social media sites and company websites (Ponsignon et al., 2007). Evaluating feedback and customer requirements through collected data provides the voice of the customer, which organizations can use to improve, innovate and design products that provide maximum customer value at cost-efficient production methods.

Regards,

Adam Hardy

References

Collier, D. A, Evans, J. R. (2019). Operations and supply chain management. Cengage Learning.

Ponsignon, F., Smart, P.A., Maull, R. (2007). Service delivery systems: A business process perspective. Retrieved from http://track.smtpsendemail.com/9064971/c?

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