An Operation Manager must always keep in mind the customer satisfaction

Question

BlackTom AI · Accepted Answer

Consider the statement: 'An Operation Manager must always keep in mind the customer satisfaction.'
Option 1: True. A core objective of operations management is to deliver products or services that meet or exceed customer expectations. This encompasses reliability, quality, lead times, flexibility, and service level, all of which influence customer satisfaction. Managers routinely design processes, choose metrics (like CTQ, on-time delivery, defect rates), and implement continuous improvement with the aim of satisfying customers. When customer satisfaction drives decisions, operations align with the business's value proposition and competitive strategy.
Option 2: False. The idea that a manager should always keep customer satisfaction in mind implies an absolute, unchanging priority above all else. In practice, operations managers must balance multiple constraints, such as cost control, safety, regulatory compliance, and capacity. While these factors can sometimes limit how perfectly customer satisfaction can be achieved in the short term, declaring that it should not always be kept in mind contradicts the fundamental goal of most operations: to meet customer needs efficiently and effectively. Ignoring customer satisfaction risks poor quality, reputational damage, and loss of demand, even if other constraints are temporarily favored.

In summary, the reasoning supports that customer satisfaction is a central, guiding objective in operations management, making the statement true. The false option is flawed because it implies you would deprioritize customer satisfaction entirely, which is generally undesirable and inconsistent with core operations goals.

25_2 MGT-3500 Operations Management

An Operation Manager must always keep in mind the customer satisfaction

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