Q10

1. Identify and briefly describe (1-2 sentences) a problem that could occur early in your focal organization's service delivery process that could go undetected by the customer until the end of service delivery. Describe the costs of service recovery if that problem is not identified until the end of the service process:

Salesforce is not only about data storage, but also about data sharing. One of the most critical issues that can be hidden under the process is an inappropriate sharing of information across the organization, for instance keeping a converted customer identified in the database as a potential customer only.

The costs of this problem may go from a system redesign - a simple one or a mayor overhaul- to overhead for recapturing the data, and in the worst case a potential penalty for problems in the system established in a mayor account contract.

2. Design a plan for assuring that quality problems which are discovered are 1) adequately remedied with the customer; and 2) are appropriate avoided in the future.

Once the problem has been identified, salesforce has to follow the following process:

a) Identify the emerging point of the problem.

b) identify what is the underlying reason this is happening: is it a user problem, an interface issue or a system sequence mistake?

c) Solve the underlying reason of the problem.

d) Create higher visibility of the issue throughout the process, in order to keep track of its progress easier by the user and the company.

e) establish a periodical audit that tracks the behavior of the system, with more frequent periods at the beginning, thus both sides will be more confident that the problem was solved.

Q8

1. Describe a place in your focal organization's service process where if capacity and demand were better matched, the service could operate with minimal waiting.

Salesforce.com services have as input the customer data fed by the sales representatives. Here the output is a series of reports for the salespeople and their manager for controlling pending leads, types of sales, media and advertising, etc. Depending on the complexity of the report, it could take anything between seconds to hours to get one. If the demand of this reports can be better matched with the capacity of their servers, this outputs would become almost realtime and the server time/capacity could be optimized for everyone.

2. Are there ways that demand and capacity could be kept more "in line" with one another?

Yes, one way is to define the frequency of standard reports, thus the system can use a automatic query for processing them so that the server time is used properly and the customer receives the reports. On the other hand, Salesforce can try (they do not do so)price discrimination or bidding for their services. i.e. If you require a huge report inmediately and you have a premium membership, there is no waiting - if you have a basic one you will have to wait longer. Another option is if you need to use additional server time you can bid on a price based on the system demand to get your reports.