Marketing

Case study-The Quality improvement customer didn’t want.

Current situation

Bay City Steam Fittings which is founded by Jerry Ball in the spring is facing exact problem was their lack of a forward looking marketing plan. Bay City did not adhere to their marketing strategy, because they did not really know who their competition was. In their Sales, Distribution, and Pricing Policy, they defined a Class A dealer as major industrial distributors that sell to smaller distributors. These smaller distributors that Class A services Bay City defines as Class B dealers. Bay City sells to...

Decision Problem

The concern for Allan is the whether quality care should go for automation?? If he goes then it will be huge investment and may reduce the queues for the customer and may lead to better access to customers. But then disadvantage is it may loose the personal touch for the customer, which is the most important part for their business.

Criteria for Evaluation

Strength is customer retention and employee satisfaction

Weakness there is no weakness as such

Opportunity is to get in to automation and meet the expectation of the trend of such kind of business.

Threat is those competitors are already in the market with automation system which can lead to eat their shares of market.

Decision

• It should go for automation for reception which may be up coming demand from the government, insurance companies etc.

• They should set up call center for more convenience to customers. Like taking prior appointments etc.

• Increase the number of employees to give more personal attention and training to the customers.

• Usage of automation system should not be the compulsion; it should be the choice for the customers.