Question

Part I

A student would like to design a backpack for student books and supplies. The customer attributes are a

comfortable backpack that is

durable with

enough room and;

not too heavy to carry

Think of some engineering characteristics that can be used to measure these customer attributes.

Part II

Identify the front office and back office services for the following organizations. Could these services be improving by increasing or decreasing the degree of customer contact?

hospital

trucking firm

grocery store

application repair firm

Answer 1

Part -1

Customers needs into engineering characteristics and to activities used to determine the form of an objective.

Part- 2

Front office staff are in contact with consumers /client while the back office staff are the people behind the scenes working in administrative or support roles.

1. HOSPITAL

The front office is a term use for the reception area at a hospital and it's receptionists. Receptionists must have a great role to deal with proper communication skills and customer services skill. They must also be great all things like scheduling the appointment and handling billing errors.

Back office is the portion where company made up administration and support personnel.

2. TRACKING FIRM:

The truck scheduling and dispatching trucks and maintain to pick up and delivery freight and to sell the service of the trucking firm to prospective clients.

Back office services are purchasing truck and leasing office space.

3. GROCERY STORE :

Front office deal with interfacing with customer and employees throughout the day where back stock warehoused.

4. APPLICATION REPAIR FIRM:

Management of installation, repair and back office settlement, clearance and maintenance regulatory compiled.

Back office and front office services improve the degree of customer contact because of good communication, preventing bill error, increase maintenance regulation process.