首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
外语
There Are No Products—Only Services Take a step beyond "total quality" and "customer satisfaction". There’s a new view of th
There Are No Products—Only Services Take a step beyond "total quality" and "customer satisfaction". There’s a new view of th
admin
2012-01-22
78
问题
There Are No Products—Only Services
Take a step beyond "total quality" and "customer satisfaction". There’s a new view of the relationship between suppliers and customers. The idea, as put by Rosabeth Moss Katner of the Harvard Business School: Think of every product you buy or sell as a service. In other words, look at what it does not what it is.
That way, selling a product becomes only one of your opportunities to do something for your customers. Many companies are now offering additional services, particularly after-sales services, to increase the value of their products. This practice, often referred to as "bundling, "is an effective way to keep in contact with customers. Look at Toyota’s Lexus. Thanks to a partnership with IBM, Lexus tracks every car on a national computer—your sedan’s complete maintenance history is available to every dealer from Miami to Seattle. Why? Because Lexus doesn’t want its relationship with you to end at the showroom door.
At packaging Corp. of America, employees say they offer packaging solutions, not just packaging. Monte Hayman, a CEO, says: "It used to be that we made a product and looked for people to buy it. Then we started doing research to learn what the market wanted, and developed product for that. Today we’re working with individual customers."
Then there’s unbundling, When you want to offer more products and services, but it isn’t within your means to produce them yourself, you might decide to contract out stuff that you would never have let out of your sight before. IBM no longer handles its own warehousing. Two years ago it junked 21 parts warehouses in favour of half-a-dozen outside vendors.
Commodore Business Machines goes further: In November it unbundled virtually all of its after-sales services for consumer products. Its partner is a new division of Federal Express called Business Logistics Services, Fed Ex mans a 24-hour help line for Commodore. If your computer needs to go to the shop, Fed Ex will pick it up the morning after you call, drop off a replacement, and often do the repairs at its Memphis hub. Customers never know they’re dealing with Fed Ex employees, except for the delivery man. After a six-month trial, says Jim Reeder, Commodore’s vice president for customer satisfaction, his company is offering better service at half the previous cost.
This kind of collaboration is replacing competition in relationships with suppliers. Experts at the Cresap consulting firm call it "supplier integration". It elevates outsourcing from a mere cost-cutting measure to the level of strategy. The new goal is a win-win alliance, where suppliers get the security of a long-term relationship and customers get more say over their upstream processes.
Companies that think of the products,they buy and sell as services can also discover new ways to market existing products. as Xerox did when it redefined its copier machine business as document processing. They study such questions as whether to share a single system to track purchase orders. There is a new slogan: "Suppliers and customers—one system, not two systems."
What does the sentence "Today we’re working with individual customers." in the third paragraph mean?
选项
A、It means the company employs customers as its employees.
B、It means the company makes a product and looks for one customer to test it.
C、It means the company develops a product after doing research.
D、It means the company knows more about what customers want by providing additional services.
答案
D
解析
题目意为:“第三段中的’Today we’re working with Individual customers, 这句话是什么意思?”本段引用了美国一家包装公司首席执行官的一段话,此引语的第一句和第二句的意为:“…过去我们制造出一种产品,然后寻找买家。”现在我们是先做调研了解市场的需求,然后再去研发产品。因此,通过引语中的第一句和第二句可以推断D项“通过附加服务项目,公司更加了解消费者所需”为正确答案。
转载请注明原文地址:https://kaotiyun.com/show/5noO777K
本试题收录于:
BEC中级阅读题库BEC商务英语分类
0
BEC中级阅读
BEC商务英语
相关试题推荐
Lookatthestatementsbelowandatthefiveextractsfromanarticleaboutlossofcontroldownwardinmanagement.Whicharticl
Lookatthestatementsbelowandatthefiveextractsfromanarticleaboutlossofcontroldownwardinmanagement.Whicharticl
Readthetextbelowaboutwritingaresume.Inmostofthelines41—52thereisoneextraword.Itiseithergrammaticallyincor
Readthearticlebelowabouttheroleofmanagementofworkers’union,andthequestions.Choosethecorrectwordorphrasetof
Lookatthestatementsbelowandatthefiveextractsfromanarticleaboutinvestmentandacquisitions.Whicharticle(A,B,C,
•ReadthefollowingarticleaboutCTO(ChiefTechnologyOfficer)andthequestions.•Foreachquestion(15-20),markoneletter(
Readthetexttakenfromabusinessmagazine.Choosethebestsentencetofilleachofthegaps.Foreachgap9-14,markonelet
Readthistextfromanarticleaboutjobreferences.Choosethebestsentencefromtheoppositepagetofilleachofthegaps.F
•Lookatthestatementsbelowandatthereviewsofvariousnewbusinessproductsontheoppositepage.•Whichreview(A,B,C
Lookatthestatementsbelowandatthefivecommentsbyfivetopbusinesspeopleonhowtoinfluencepeopleatworkontheoppo
随机试题
从现实存在的问题入手,侧重于获取知识,并实际执行解决方案的组织学习类型是()
患者,男,60岁。乙肝肝硬化10年,曾间断黑便,近来出现轻度黄疸和少量腹水,2天前大量呕血。经用止血药和生长抑素及三腔管压迫,血压稳定,脉率90次/分,Hb80g/L。在24小时及48小时2次放松三腔管牵引仍有出血。(2009年)此时应考虑患者是
室内地面的混凝土垫层应设置()。
在项目组织方面,业主变自行管理模式为委托项目管理模式,这体现了工程项目管理的()趋势。
根据外商投资企业法律制度的有关规定,产品出口销售额占其产品销售总额一定比例以上的限制类外商投资项目,经批准可以视为允许类外商投资项目,该比例为()。
【2014.河北沧州】学习迁移
[2005年MPA真题]某机关田径运动会有3个短跑项目,分别是60米、100米和200米。老张、老王和老李分别参加了其中的一种,而且三人参赛的项目还不一样。小张、小王和小李作了以下猜测:小张:老张参加了60米,老王参加了100米。小王:老李没参加100米,
设三阶实对称矩阵A的各行元素之和均为3,向量α1=(1一,2,一1)T,α2=(0,一1,1)T是线性方程组Ax=0的两个解。(Ⅰ)求A的特征值与特征向量;(Ⅱ)求正交矩阵Q和对角矩阵A,使得QTAQ=A;(Ⅲ)求A及(A一E
BSP方法所要实现的主要目标是为一个企业信息系统提供
表示“x+y小于10且x-y大于或等于6”的VisualBasic表达式是()。
最新回复
(
0
)