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How can making operating decisions with customer satisfaction in mind help a service company?
AIt becomes a competitive advantage for the company
BIt removes the need to schedule any of its work
CIt allows the company to stop measuring its quality
DIt guarantees the lowest operating cost in the market
Answer & Solution
Correct answer: A. It becomes a competitive advantage for the company
1. Manufacturing was once inwardly focused and had little contact with customers.
2. Stronger links between marketing and manufacturing pushed production managers to weigh the effect of decisions on customer satisfaction.
3. For service companies, deciding operations questions with customer satisfaction in mind can itself become a competitive advantage.
4. Options B and C describe work being dropped, which would damage rather than improve satisfaction.
_Source: OpenStax Introduction to Business (CC BY 4.0), Ch 10 "Achieving World-Class Operations Management", section 10.1 Production and Operations Management_
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