Assignment

Theme: Consumer Expectations

Read:

Chapter 2 (Global Supply Chain Operations) of Bookboon.com ebook, use this link and go to pages 17-29 of the ebook (Please use link below)

http://www.zums.ac.ir/files/research/site/ebooks/management-organisation/fundamentals-of-supply-chain-management.pdf

Customer Expectation Trends: They Want It All. So Get Out Of The Way (Please use link below)

http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/marymeehan/2015/08/12/customer-expectation-trends-they-want-it-all-so-get-out-of-the-way/2/&refURL=&referrer=#44d4b5a276d2

10 Trending Changes In Customers and Customer Service Expectations (Please use link below)

http://www.forbes.com/sites/micahsolomon/2014/08/08/10-trending-changes-in-customers-and-customer-service-expectations/#18054a854e53

Customers Want More: 5 New Expectations you Must Meet Now (Please use link below)

http://www.customerexperienceinsight.com/customer-expectations-you-must-meet-now/

Integrating customer expectations into the development of business strategies in a supply chain environment (Please link below)

http://www.any2any.net/RFIDAware/scmGroup/document/T2)%20Integrating%20customer%20expectations%20into%20Supply%20Chain%20Environment.pdf

Videos:

Innovation in Supply Chains (Please use link below)

https://www.youtube.com/watch?v=z6COxey4zVU

Evaluation of the Retail Consumer & How Supply Chains Must Adapt - Todd Peters (Please use link below)

http://www.genco.com/Videos/retail-consumer-supply-chain.php

Complete:

Participate in Part 2 Learning Activities - Initial response due by Thursday, classmates follow up responses due by Sunday. (6 responses in all) 2 Learning Activities, 2 classmates follow up for each learning activity.

Part 2 Learning Activities:

Done well, these LAs might be of help in this Part's Customer Expectation Assignment (posted under the Assignment tab found on the main top-of-page menu.)

Learning Activity 2-1: From the readings - or your own topic-related research, identify 3 ways you might discover what customers expect. Identify key risks in these methods. You choose - but explain your reasoning carefully.

Learning Activity 2-2: It is claimed that Nordstrom once refunded the price of 4 tires - even though they don't sell tires. Any Ritz-Carlton employee may spend up to $75 on-the-spot to aid a customer. Explain 3 reasons why those firms might do such things - be specific by using examples from the readings that support your reasoning.