Public Policy

Lesson 1 , Assignment 4

Chapter 1 Case Study

Stoner Creek

1 . What are the problems facing Stoner Creek Showcase

Stoner Creek Showcase is faced with multiple problems specifically customers are having difficulties installing the showcases onsite , local contractors are not familiar with the cases and refrigeration equipment and many times the cases are shipped lacking important parts . All of these problems have resulted in Stoner Creek having to reship replacement parts at a cost to the company , and a less than satisfied customer in the process

2 . How would

you define Stoner Creek 's current mission and strategy What if they did add installation service

Stoner Creek 's current mission is to be the premier manufacturer of high quality store fixtures , much like the mission which formed the company originally the strategy at this point is to regain the traditional high levels of customer satisfaction by giving customers the instructions correct parts and support they will need to successfully install the product . If installation service were added , a remedy to all of the company 's problems would not occur because it is a fact that many of the large customers like Wal-Mart do not want outside installers onsite therefore , the strategy should remain focused on supporting the customer , rather than providing an installation service that is in many cases unwanted

3 . Outline the value chain using three stages and briefly describe each stage

The value chain , in three stages , would be graphically represented and explained as follows 4 . Define customer needs and wants , customer benefit package features and associated processes for the firm 's business (see Exh . 1 .5 and 1 .6

CUSTOMER NEEDS /WANTS CUSTOMER BENEFIT PACKAGE FEATURES ASSOCIATED PROCESSES

Top quality showcases that are appropriate for the stores where they will be used

Customers need to have all of the parts and components for correct installations

Customers want to be able to complete installations on their own Products that function properly and fit correctly

On time , complete delivery

Accurate assembly directions , correct parts Customer Service , Quality Control , Engineering

Shipping

Engineering 5 . Should the firm offer installation services ? If not , why ? If so , how would you justify it ? What does a company have to excel at operationally to offer outstanding installation services

The firm should not offer installation services because it is not necessary when correct parts and directions are given to the customers and many customers have made it very clear that they do not want the service . However , it could be justified from the viewpoint that it would avoid the customer issues that have erupted as of late Operationally , to offer outstanding installation services , the company would have to excel at logistics (having the installers in the right place at the right time , training (making sure the installers are able to do the installations correctly , and customer service (making sure that customers actually want the installers to be onsite

VALUE CHAIN

STONER CREEK SHOWCASE

Customer Service- Stoner Creek helps customers select the correct product , beginning the sales...