Handling Process of Customer’s Complaint in accordance with the Hill’s Framework

Introduction/Background of the Process of Handling Process of Customer’s Complaint in accordance with the Hill’s Framework

     In this particular paper, one of the processes associated with the customers will be discussed, and then it will be discussed by keeping Hill’s Framework in context. I have experienced one of the events of such a process, when I went to the Customer Services department of my Mobile Phone Network. I was having several issues with my current network. I was unable to make calls to my friends and family, whereas I had paid my due bills for my postpaid package. It’s been two days, I registered a complaint through online help, but the problem was not solved. So I went to the Customer Services Center of the Mobile Network. I registered my complaint again and told them about my previous complaint as well. They asked me to sit in the waiting area for a few minutes. I almost waited 20 minutes, and the wait was annoying for me, and then one representative came and asked for the slip, which shows that I have paid my due postpaid bill. It took more than 20 minutes, and I was told that my issue has been resolved. I was told that due to the negligence of the employee, my billing data was not updated, that’s why my mobile number was barred from making calls or using internet services.

Talk about Hill’s Framework

Here in this work I will talk about the 4Vs and workflow of the whole process. Moreover 5 KPIs are also presented below in the summary section.

Summary of Hill’s Framework to the Issue

       In this section of the paper, the Hill’s Framework will be defined with detail, like its basic elements are, and how it can work to improve processes so that customer services of the company can get better (Bamford & Forrester, 2010). The good thing about Hill’s Framework is that it helps companies to develop a working partnership amongst its internal departments, integrating its corporate objectives as well as organizational goals, which are going to be achieved in the future. This framework helps to understand, how companies can do strategy development as per their goals and objectives so that they can streamline their processes, which ultimately play a part in satisfying the needs of customers. For a business company, the satisfaction of customers is crucial because they are the ones, who generate sales and profits for the company (Ringim, Ibrahim, & Kura, 2018).  

      Once Hill’s Framework will be defined with its relevant aspects, then the next step is to find a way to analyze overall performance objectives of a company so that better strategy is identified. For this purpose, a SWOT analysis will be conducted for the mobile phone network, like in which areas they are good, and what their weaknesses are (Dale, Bamford, & Wiele, 2016). Then after analyzing considerable data, an operation strategy model will be developed to help the mobile phone network to develop a great strategy framework, which has better elements of customer service experience so that customers are happy and satisfied with the services (Slack, Brandon-Jones, & Johnston, 2016). Some of the recommendations will also be included in this section for the company so that they know what to do in the future to remain competitive and successful (Tan & Matthews, 2009)

Conclusion of Handling Process of Customer’s Complaint in accordance with the Hill’s Framework

        In the end, the whole discussion of the paper will be summed with a considerable conclusion. A conclusion will sum up the whole situation and process, and what strategy was derived from the strategy framework analysis.

References of Handling Process of Customer’s Complaint in accordance with the Hill’s Framework

Bamford, D., & Forrester, P. (2010). Essential Guide to Operations Management: Concepts and Case Notes. John Wiley & Sons.

Dale, B. G., Bamford, D., & Wiele, T. v. (2016). Managing Quality: An Essential Guide and Resource Gateway. John Wiley & Sons.

Ringim, K. J., Ibrahim, F., & Kura, K. M. (2018). Application of Hill’s Strategy Development Framework on Fast Food Restaurant Business in Brunei Darussalam. Proceedings of the 2nd Conference on Technology & Operations Management. Universiti Utara Malaysia, Kedah, Malaysia.

Slack, N., Brandon-Jones, A., & Johnston, R. (2016). Operations Management. Pearson Education Australia.

Tan, K. H., & Matthews, R. (2009). Operations Strategy in Action: A Guide to the Theory and Practice of Implementation. Edward Elgar Publishing.