Customer satisfaction

You are required to conduct research into a named organisation that offers a product, a service or both. To meet
the objectives of this assignment you will need to gain access to an operation and collect information and data
that will assist in addressing the following tasks:

A. Which of the five performance objectives (that the operation might attempt to achieve) do they consider most
vital to their success in their marketplace? You should explain your findings by analysing your field data
(primary research findings) using appropriate academic theory, tools and models to justify your conclusions.

B. Critically appraise how the named organization meets its customers?? demands in a fluctuating market. For this
element you have to consider the capacity strategy being followed, you should consider all the variables and
identify, if any, constraints on capacity.

C. How does the capacity strategy support the performance objectives for the named organisation?

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