Operations as Management Science: A journey towards Building Strategic customer centricity

Autor:	Swathipriya Dhavala, A Siddharth, V Muthu Krishna
Rok vydání:	2014
Předmět:	Engineering Process management Business process business.industry Value proposition Behavioral operations research Diversification (marketing strategy) Customer to customer Business operations business Tertiary sector of the economy Business relationship management
Zdroj:	IIMS Journal of Management Science. 5:50
ISSN:	0976-173X 0976-030X
DOI:	10.5958/0976-173x.2014.00110.9
Popis:	Our paper proposes that, building client insights and developing value proposition in the production and strategicservices should focus entirely on customers. Feedback from customers is applied over maximising business operations decisions. Business environment is becoming complex and competitive with frequent diversification of products and services. Operations management is so far seen as a back-end business responsibility and often overlooked in studies dealing customer preferences and choices. In our research work, we argue that, complicated business environment and sensitive business process in contemporary market establishments are forcing a need for detailed investigation of relationship between operations management and customer centricity. Operations management concepts increase the ‘Serving to the Delight of Customers’ modelled working. Accommodating wider spectrums consisting complex productions, service industry, energy sectors or eRetailing, the models of strategic consumer-centric operations management are equally applicable and practicable.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::dc5e64b87a858f5427a003638f16b946 https://doi.org/10.5958/0976-173x.2014.00110.9 Zobrazit plný text záznamu