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Subject Code : BNMG5112f
Country : Australia
Assignment Task
 

QUESTION 1
Q.1.1

INTRODUCTION
Customer requirements are things that a customer wants, needs, or expects in a product or services. Customer needs goods and services to accomplish their resolutions.
Customer needs can also be defined as the customer glitches that needs the buying of goods or services to resolve them. According CITATION Ros19 \l 1033 (say, 2019)

BODY
FRIENDLINESS
Friendliness is the most basic of all customer needs, frequently related with being greeted kindly and with warmness. Many people want to be recognized and welcomed by someone who is openly glad to see one another. A customer should not feel they are disturbance on the service worker’s workday.
For example, Uber drivers should greet customer, ask if they are fine, ask and play the type of music the customer recommend. According to CITATION Ros19 \l 1033 (say, 2019)FAIRNESS
Customers need to feel that they are treated fairly. Customers get very irritated and defensive and they feel that they are exposed to any class divisions. No customer should be treated as if they belong to a certain category, left doubting if they are good enough to receive this kind of service and if they only receive second best.
For example, Uber drivers should not treat customers on how they wear, what they have and where they are going, all customers should be treated fairly. According to CITATION Ros19 \l 1033 (say, 2019)CONTROL
Control represents the customer’s need to feel they are having an influence on the way belongings turn out. The aptitude to meet this need for them comes from readiness to say “yes” considerable further than they to say “no”. Customers do not care about instructions and rules; they want they want to contract with the fabricators in all rationality. According to CITATION Ros19 \l 1033 (say, 2019)For example, customers should be given a positive answer all the time, even though the customer is wrong you should consider them right as an assumption. According to CITATION Ros19 \l 1033 (say, 2019)UNDERSTANDING AND EMPATHY
Customers need to feel that the service person understands and appreciates their circumstances and feelings without criticism or judgement. Customers have a simple expectation that producers who serve them and can put themselves in their situations, understanding what it is why they used the service in the first place. According to CITATION Ros19 \l 1033 (say, 2019)For example, if a Customer is not feeling well or going through a bad day, he/she must be treated well and understood. The customer should have used another service such as Bolt or taxis but recommended Uber which means the customer went, he/she knows how ones is going to be treated. According to CITATION Ros19 \l 1033 (say, 2019)INFORMATION
Customer have a tendent of “Tell me, show me, everything” Customers need to be cultured and knowledgeable about the services and products, they don’t want producers to leave any info out. They don’t want to waste time undertaking investigates about the services on their own, they look to producers to be their ambulatory and speaking information of the whole thing. According to CITATION Ros19 \l 1033 (say, 2019)For example, when the customer register for Uber the app has to review how Uber works, the rules and regulations, and the requirements of the services along with the price. According to CITATION Ros19 \l 1033 (say, 2019)CONCLUSION
Meeting the customer’s needs peaks to business growth and attracts customers. If Uber maintain the customer’s needs, customers will use their services no matter how much it cost.

The Quality and customer’s need comes first to the customer. Uber will gain customer loyalty and competitive advantage towards its competitors. According to CITATION Ros19 \l 1033 (say, 2019)

Q.1.2
Q.1.2.1
A performance standard is a management accepted expression of the presentation dawns, necessities or prospects that must be met to be assessed at a specific level of performance. according CITATION OPM20 \l 1033 (GOV, n.d.)The performance standards are:
- Quality address
- Quantity address
- Timelessness address
- Cost-effectiveness address

Quality address
Quality address how well the work is done and/or how correct or how operative the final product is.
Quality refers to the accurateness appearance, practicality, or efficiency. According to CITATION OPM20 \l 1033 (GOV, n.d.)For example, “Uber cars tend to be cleaner, newer, and better smelling than many than taxis”
(From article)

Quantity address
A quantity measure can be uttered as an fault degree, such as number one percentage of faults acceptable per unit of work, or as a over-all result to be achieved. When quantity standard is established, the completely positive standard should be high enough to be stimulating but not be challenging but also not achievable. According CITATION OPM20 \l 1033 (GOV, n.d.)For example,” Uber offers a range of service tiers, spanning from single riders and groups to execute limo services…. Vehicles are ordinary, four door models that fit up to four riders.”

Timelessness address
Timelessness addresses in what manner rapidly when or by what date the service is condensed, the most mutual fault made in setting timelessness standards is to permit no boundary for mistake. As with other standards, timelessness values should be customary convincingly in opinion of other performance requirements and desires of the organization. According CITATION OPM20 \l 1033 (GOV, n.d.)For example, “Uber will find a driver for and tell you how many minuets away your uber driver is. Rides are commonly 3 to 10 minuets away in major cities”. (From article)

Cost effectiveness
Standards that address cost-effectiveness would be founded on specific reserve levels that normally can be recognized and measured in activities of annual fiscal year.
Cost effective standards may include such features of performance as preserve or reducing unit cost, reducing the period it takes to produce a service or falling excess. according to CITATION OPM20 \l 1033 (GOV, n.d.)For example, “Uber pass which is essential subscription to Uber that gives you discount rides, Uber surge pricing for peak events such as major sporting and holidays.” (From Article)

 

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