Introduction
The commitment of every organization to deliver the quality products or services is highly motivated by their aim to achieve the customer satisfaction. There is a unified explanation in the corporate world that when an organization achieved the quality customer service delivery, it will be followed by a customer satisfaction. For this reason, many organizations are competing in their respective sectors to gain the customer satisfaction that will add to their competitive advantage. In order to gain such competency, the organization needs to outline the type of customer and analyze the most desirable way to deliver it. However, the modes of deliverance depend on the organization and the nature of the business.
Background of the Study
Since the organizations have one common goal- to be effective in the market and gain profits- the Stationery and Printing Sector doesn’t seem different in terms of this aspect. Many organizations are reliable service provider of printing services which includes the book, magazines, brochures, posters, and cartons (packaging). The Stationery and Printing Sector answers the problems of the other manufacturing organizations and media in terms of distribution of knowledge and marketing promotion. Through the quality line of materials and standards, the sector specialize the printing services that will satisfy their clients. To facilitate the quality of the printed materials and their products, the organizations under this sector are well-endowed in using the state-of-the-art equipment that will create a quality in printing. In addition, the wide array of services and quick response of the organization adds to the idea in which the organization can deliver the service.
Statement of the Problem
Despite the future growth of the sector in services, still there are disadvantages that the organizations experienced in their operation. The rapid change in technologies, the increasing number of competitors and the requirements of the clients became some of the examples of problems that the organizations are facing. However, the continuous aim of the organizations in targeting the customer satisfaction remains in the organizational objective. However, the study will tackle the two common problems in which most of the organizations under the Stationery and Printing Sector fails to address. First, is the appropriate customer-driven approach/es implemented in the organization to bring the operations in high standard. And second, is the commitment of the organization to protect their client as well as the ideas (e.g. brochures, magazines, etc.) in the printed materials. These common two problems are focused in the quality to customer service delivery of the organizations.
Aim and Objectives
The main aim of the study is to analyze the customer service delivery in the Stationery and Printing Sector. In order to facilitate the investigation regarding the type of sector and the modes of services, it is important to observe the following objectives:
1. To determine the most effective customer satisfaction strategy of the organization by comparing the operation of the organizations
2. To understand the strengths and weaknesses of the organization in targeting the customer service delivery
3. To recognize the quality and standards given by the organization in their operations
4. To identify the value that the organizations give to increase the competency of the sector
Rationale
For over the years, the customer satisfaction and concerns on how the organization will achieve it captures the interests of many studies. The researchers paid attention mostly on the highly competitive industries like the hospitality, health care, business organizations, and education. However, if we analyze carefully, the center of the competitiveness of these organizations are the customers – therefore, the organizations are also considered customers by one particular sector in which they owed at least 12% of growth because of advertisements. The Stationery and Printing Sectors plays a significant role in the success of other organizations. The customer service delivery approaches of the sector on the other organizations became the motivating factor for the proposal of this study.
Significance of the Study
Discovering the most applicable customer service delivery solution is the important in the study. If the information and strategies are unveiled, the sector can obviously serve the customers as well as the other organizations and contribute much in their successes. In addition, addressing the problems in this sector is also possible which will lead to identify the government support and control in this sector. And lastly, strengthening the organizations through the use of customer-driven approach remains an important ambition in this study.
Works Cited:
Chennai Micro Print (P) Limited [Online] Available at: http://www.chennaimicroprint.com/printingservices.html [Accessed 18 August 2010].
Printwell Printers [Online] Available at: http://printwellprinter.com/ [Accessed 18 August 2010].
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