Service Operation Management Strategies †Myassignmenthelp.Com

Question: Discuss About the Service Operation Management Strategies? Answer: Introduction The main aim of this essay is to develop a Service Operations Improvement Consulting Report, and the company that has been taken into consideration is Telstra, which is the dominating information and telecommunications service provider in Australia. Telstra is famous for its telecommunication and adequate spectrum of communications service. The company provides mobile service to 169 million customers, landline service to 7.2 million customers and 3.3 million market fixed broadband services. The company operates across 22 countries, which also include China. They believe that with the advancement of technology, opportunity belongs to connected business so they provide the best customer service ("about us," 2016). Discussion Services provided by the different business to its customers prior, during and post purchasing of product or services are known as customer services. Good customer services help the firm to acquire new and retain its present customers. And bad customer services may bring a bad name to the company; the company loses their customers, result in losses to the company (Dasu et al, 2013). So, it is the primary objective of every business to satisfy its customers by providing best and satisfying products and services. Every customer wants to get the best of goods and services for every penny they spend (Dasu et al, 2013). Telstra Customer Services The company believes in delivering the best of their services to the customers. The company provides 24*7 helpline services using the telephone, online, teletypewriter or by sending letters which are responded within five working days. The company also offers multicultural call centers or uses the Australian Governments Translating and Interpreting Services ("about us", 2016). The company provides detailed information about their products and services in simple language helping customers to take informed decisions; the company avoids unfair contract terms. They also provide different services based on individual preferences they have a unique program for disable and low-income group. The company meets the communication need of the regional Australia and offers reasonable access to the internet. The company also maintains some strict privacy guidelines to protect the personal information of their customers. The company provides easy and flexible billing and payment options according to the needs of the customers. The company also offers the option of blocking the mobile phone in case it lost or stolen. The overall services provided by the corporation are satisfactory ("about us", 2016). Telstra moment of misery It is important for every business to provide its customers with satisfying services and if they fail doing so their customers may stop doing business with them. The company faces many ups and downs which may which attract the customer or move customers away from their business. Even the Telstra have to face many problems making their customers away from their business. Such a period for the company is known as Moment of Misery (Heintzel Alexander, 2015). In May 2016 the supervisor of Australian telecommunication firms has stated that Telstra captivated more complaints than the Amaysim and Vodafone, and it is more than the average of the industry. Complaints regarding the plagued telecommunication are raising day by day from the Telstra customers. Complaints regarding Telstra does the company provide increasing with 6.4 complaints every 10,000 services. The company also suffered two national network outages. In the month of March, the Telstra group left almost eight millions of its customers without internet services and the issue occurred due to routing error between Amazon and Telstra Web Services. To compensate the company provided free data to their customers, but most of the customers faced slow internet during the offer period. The customers of Telstra suffered poor network connectivity and slow internet connections, and the customers were unable to make calls and eight million customers were unable to access the internet ("Tels tra complaints are on the rise, but Optus is the worst", 2016). Service failure The customers of Telstra faced different issues with the services provided by the company. The customers of the company faced the issue of disruption in the network all across the nation, and a total of 8million customers were unable to access the internet, which forced many of the Telstra customers to switch to other networks or its competitors. The management of the company in an interview with The Australian pointed out that the mass disruption took place due to human error (Adhikari, 2016). The chief operation manager of the Telstra, Ms. McKenzie stated that both the mass network outage was not related to each other. And both the issues took place due to the delays in the registration process of the mobile phones. Ms. McKenzie also stated that the first network outage of 9th February took place due to fault in one signaling nodes, this helps in managing the 3G and 4G voice calls and wireless data connectivity of the mobile devices ("Telstra finally explain network outages," 2016). She also highlighted that the proper procedure was not followed, which resulted in the incorrect initiation of the node, which further gave rise to another problem, forcing the company to re-register the connection of 15 percent users that are connected via this node. In addition, this re-registration process has overloaded other devices signaling nodes are creating further disruption ("Telstra finally explain network outages," 2016). Strategies followed by Telstra to overcome these problems According to Ms. McKenzie to overcome these drawbacks the company has taken many steps. As soon as the company detected the problem of the node, they decided to remove the node from the network, to prevent further damage. The company also analyzed the problem thoroughly to highlight the exact reason for the outage and to make sure that such incidents do not take place in the coming future. They also consulted their specialist team as well as experts from outside the organization to solve the problem. The company also provided two days of free data usage to its customers as compensation. The company has also implemented many changes to improve their telecommunication and internet services. The company also provides specialized training to their employees, to prevent such errors ("Telstra finally explain network outages", 2016). Dealing with customers complaints In the case of any complaints the customer can contact Telstra 24*7 by the means of telephone, online, teletypewriter and can also write letters to the company. In addition, the company responds to the complaint or quarry within five working days. The company also provides multicultural call centers or uses the Australian Government's Translating and Interpreting Services. The company promptly handles the queries and complaints of the customers and provides precise information about the complaints and queries and also informs the customers how long it will take to solve the issue. The company also offers their customers to review the complaints through the Telstras Complaint Review Centre. The company also provides its customers with information regarding the Telecommunication Industry Ombudsman scheme. After going through the above discussion, it can be inferred that the services provided by the company is satisfactory and acts efficiently to the customers complaints and queries. The company can further improve its business by providing adequate training to its employees so that they can satisfy the need of their customers. Conclusion This report has critically enlightened us on the different levels of services provided by the Australia's largest telecom and internet service provider Telstra. The report has also highlighted different reasons why the customers of the Telstra may stop doing business with the organization. The report has also highlighted the moment of misery and moment of magic for the company and has also enlightened us on the various service failure of the company and how they tackle these issues. References about us. (2016). Telstra.com. Retrieved 17 May 2016, from https://www.telstra.com.au/consumer-advice/customer-service/commitments About us. 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