Critically evaluate the strengths and limitations of using customer Essay

Critically evaluate the strengths and limitations of using customer counsellinged interactions as a basis to standardise and improve business operations - Essay ExampleFocusing on precision and customer service accelerates the transformation process. British Telecom chose not to rely on such(prenominal) systems to solve its immediate problem. British Telecom saw a dramatic expansion in the tot up of services offered to its customers. Additional revenues from these services and related ventures keep up been sufficient to justify further investments of more than quintette billion dollars in second-generation packet switching, terminal technology, and support systems. (Johnson and Clark, 2001, 115-120)While new business units may perform the principal vehicles for growth, the existing core business can also be redefined from within. New capabilities cannot only transfer how the original business is conducted, but can alter the nature of the business itself. British Telecoms busine ss focus a decade ago was voice transmission (Fraser, Shobrys & Kruse, 2003, 10-13) today it has a much broader scope of activities and services. non all companies choose to spawn new businesses (Johnson and Clark, 2001, 115-120). New information processing capabilities can be viewed as central to the success of a traditional business and treated as a proprietary summation to be kept closely guarded in the inner sanctum of the enterprise. Yet even in such cases, those new core competencies will drive redefinition and transformation of the traditional business from within. In this way, victorious customer interaction efforts ultimately lead to business transformation. (Slack, 2001, 1100-1121)Quality management approaches can be categorise broadly into three stages according to the evolution of management control. Management can implement control forward an activity commences, while the activity occurs, or after the activity has been completed. (Hsieh, Chang & Lu, 2000, 191201)Fo r example, British Telecom might have chosen to address its directory services crisis with a limited solution that automated operator database access and phone response--the type