Assignment Example | Topics and Well Written Essays - 1750 words

Assignment Example Prodcts and Services LUBRICANTS ADNOC Distribution is one of the key suppliers of lubricants worldwide. The lubricants manufactured, marketed and distributed by ADNOC varies from engine oils, industrial, marine and hydraulic lubricants, and highly specialized oils and greases. As with all products, ADNOC’s lubricants are formulated to meet the highest quality level as prescribed by the international bodies such as international institutions such as the American Petroleum Institute (API), the US Military Authorities, the British Defense Force (DEF/STAN) and the Committee of European Engine Manufacturers (CCMC). ADNOC Distribution has operated a state-of-the-art lubricants testing, blending and packaging plant since 1979. ADNOC Distribution’s lubricant operation is regarded as one of the best blending and packaging plants in the region. AVIATION SERVICES ADNOC Distribution supplies fuels and services, to the aviation industry. This service is facilitated by its access to an extensive network of production and refinery facilities.   This is further supported by ADNOC’s efficient and reliable network. ... Customers can choose from a full range of octane levels, through its service stations. ADNOC also offers other vehicle services in its service stations. In 2000, ADNOC added Oasis Convenience Stores facility in its service stations, to provide value-addition. ADNOC has also recognized growing consumer interest in cleaner and environmental friendly fuels such as natural gas. ADNOC is in the process of developing a comprehensive network of natural gas pipelines throughout the city of Abu Dhabi, which will ensure a reliable delivery method directly to consumer’s homes and offices. (ADNOC Distribution Website) ADNOC – Vision and Mission The falcon in the emblem of ADNOC represents its noble vision of confidence, leadership, reliability, pride, alertness, responsiveness, and dynamism. As stated in its Mission statement (ADNOC Distribution Company Profile 2007: pp27) – ADNOC Distribution’s mission is to become the region’s leader in the marketing and dist ribution of refined petroleum products and associated services through: †¢ Respected earnings for our shareholders. †¢ Service excellence to our customers. †¢ Development and involvement of employees. †¢ Operational excellence in our business processes. To achieve our mission, we will constantly seek growth opportunities while respecting our core values and business ethics. ADNOC The Organization ADNOC is organized under a General Manager, into three separate divisions of Commercial, Operations and Service Support, each headed by an Assistant General Manager. While the Commercial division includes Sales & Marketing, Public Relations and Call center, Operations include HSE (See later ADNOC initiatives), Service

Customer Service Excellence. Impact of technology on Customer Service Essay

Customer Service Excellence. Impact of technology on Customer Service Excellence - Essay Example Now-a-days, the customers have a huge variety of choices for each product and the organisations have to develop specific strategies that can help them in creating a distinctive image in the market and capture the attention of its targeted customers. In order to get the customer’s attention, almost every organisation is focusing on enhancing the customer experience by developing an effective customer service excellence strategy (Khan and Matlay, 2009). With dynamic changes happening in the customer needs, the organisations have to respond proactively so that they can maintain their competitive edge in the market; the companies have to be customer-centric as the technological advancements are allowing them to lower their cost of information exchange and solve customer problems effectively (Hilgers, 2007). Such advancements in the field of business require the companies to do re-evaluation of their value propositions and focus more on developing the products and services that wil l enhance a customer’s experience. ... Whether an organisation is offering a product or service, it is important for them to focus on providing excellent and out of the box customer service. In order to create demand in the market for their products and services, most of the organisations are now developing new and innovative offerings for services and their main aim is to provide the revenue producing solutions. One of the distinctive features of top ranked companies such as Singapore Airlines, Dell, Nokia, Microsoft, Wal-Mart, Sony Corporation, Samsung, Apple and others is an appealing and differentiating service culture (Conklin, Powaga & Lipovetsky, 2004). Every customer is looking for the products and service offerings that will help them in having one to one interaction with the companies and ensure that they have the best buying and consumption experience. Importance of Customer Service Excellence According to Cook (2008), business models are an important aspect of every organisation and they determine four crucial elements that enhance performance and profitability of organisations i.e. choices of customers, costs of transactions, competition among companies and existence of heterogeneity among producers (companies) and customers. The customer service excellence is basically considered to be a challenge by organisations as they have to understand the customer’s perceptions about service excellence and then develop a culture that will meet their expectations level. The development of an effective customer service culture is difficult for organisations as every customer perceives differently about various service initiatives; for instance, helping customers in shopping is considered to be a