Assignment No. 1
Abdurahman Haji 12159352
Adam Al-Ghariyani 10594805
Word Count: 2650
The post-construction issues that have come to surface regarding the Northstar HyperMall within the last three months are varied yet linked. These issues are of such importance in relation to the reliability – (According to Hollins and Shinkins, 2006 ) “The most important aspect of any product or service...something performing to specification” that they became the focal point of the General Manager’s (GM) area of concern. These problematic reports have dealt a destabilising blow to the future of the newly constructed Mall by Northstar, forcing the ...view middle of the document...
..they didn’t seem to understand the concept of window shopping”, this report being in relation to the poor quality of security staff. These issues ranged all the way to “restaurant staff... suppliers to restaurants...Food bars”, with the supplier issues centring around the following four areas of concern: Poor quality produce, late delivery, wrong order quantities and general reliability.
If we take into consideration the fact that the Northstar HyperMall has been give a “5 star rating” by the press, we begin to understand the potential severity that these complaints regarding quality pose to that “golden” reputation mentioned earlier on. This coupled with the fact that the volume of customers “had exceeded the management’s initial projections” clearly highlights that there is a lot at stake. The ‘cherry on the cake’ if you like is that on top of this underlying potential to prosper, the positioning/location, easy access and sheer enormity of the mall really does provide a magnificent pathway to success.
In general, the majority of businesses within the sector in question prefer to establish the satisfaction of their customers and the level of quality that their services are operating at via means of the actual complaints received by the business from the customers. However, though this is a good place to begin, the business would benefit from moving away from this measure “from being reactive to pro-active”. In fact, customers that take the time to complain, or, when looked at from a different perspective, take the time to ensure the company understands why the customers satisfaction/ service expectations have not been met. Are highly valued sources, aiding the company to both identify and eradicate grey areas of service. This poses the question, “If customers do not complain how can one know they are dissatisfied?” Leading on from this, It is important to consider that the act of complaining is very culturally influenced. Within the U.S, customers are more likely to complain than when in comparison with the U.K, where they are more likely to avoid this highly valued act (though not thought of so) and simply leave with the intention of soughing out an alternative supplier. This fact alone is rather worrying for Northstar, as with the volume of complaints being rather high here in their new venture, it must highlight the fact the quality really is of a low standard. As previously mentioned, Complaints may be used as a way of identifying faults, with this in mind, it would be highly beneficial if Northstar’s Management invested some time to create/adopt a system in which they would be able to record these complaints. Placing them into categories, Dates, Areas etc. This would enable them to create a solid foundation on which to ‘pick out’ reoccurring faults and remedy them in order to raise overall quality. We may assume that type of system of which I am explaining is lacking within the company as the GM Cleary has to spend time prior to the...