Track: Operations Management

Abstract

The purpose of this research is to study the challenges that managers face daily at one of south lighting company, and how these challenges affect customer satisfaction. The research focuses more on organization which designs and manufactures lights. The hypothesis of the study is: Delays in production has led to customer dissatisfaction. Customers do not like waiting, because it is time-consuming, and disturbing. An interview was conducted with the production manager to statement the hypothesis. Understanding what it takes to satisfy customers, however, mostly for service products, where human communications often assume considerable importance. As both the size of the service sector and the importance of customer service for manufacturing organization develop, it turns out to be more and more important to understand the complications of customer reactions to services. Customer satisfaction survey must be conducted every twelve months to get numerical statistics for the quality indicators developed within the Performance Management Framework of the company. The customer satisfaction index is further required to evaluate yearly performance targets for services delivered by green craft lighting.