Power Corporation Sdn. Bhd. a Case Study
This report has been prepared to present the case study project conducted by the author for the final semester course of his UPM/YPM off-campus program for the degree of Master in Business Administration (MBA). The two-year program was jointly organised by the Faculty of Economics and Management,...
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| Main Author: | |
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| Format: | Project Paper Report |
| Language: | English English |
| Published: |
1997
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/8072/1/GSM_1997_28_A.pdf http://psasir.upm.edu.my/id/eprint/8072/ |
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| Summary: | This report has been prepared to present the case study project conducted by the
author for the final semester course of his UPM/YPM off-campus program for the degree
of Master in Business Administration (MBA). The two-year program was jointly
organised by the Faculty of Economics and Management, Universiti Putra Malaysia and
Yayasan Pe1ajaran Mara.
As the core subject of this case study, the author attempts to demonstrate the importance
of quality customer service to the performance of a business organization. The work
focusses on how customer service can be exploited as a strategic tool by a company to
gain competitive advantage in the open market environment.
For the case analysis, SWOT strategic analytical technique has been used to identify the
company's strengths, weaknesses, opportunities and threats in the formulation of various
alternative strategies as probable solutions to the problem. To verify the validity of the
alternative solution, another strategic analysis methodology called the SPACE Model was
used.
The evaluation and selection of the best alternative strategy was based on a qualitative
and quantitative methodology by using the Cost-Benefit analysis. In view of the current
economic scenario where most of the Asian countries are experiencing a sudden
downturn due to speculative attacks on their currencies, it become more difficult for
management to forecast the market outlook both in the short and long term perspective.In today's open market environment where globalization and liberalization were the rules
of the game in most of the world economics, a company regardless of its size, could not
afford to stay within its domestic shores in order to survive and excell in the ever
increasing competition
Despite the prevailing market instability, managers could strive to improve and maintain
the perfonnance of their company's businesses strategically through the promotion and
enforcement of quality customer service. Without good customer service, a company
would not be able to keep its competitive advantage even if the products offered are of
high quality standard.
Customer service would be the key focus in any business organization - today and the
future. The importance of its role is unarguable because it is the primary factor towards
achieving customer satisfaction. Satisfied customers will stay loyal to a company's
products and services and would be less likely to be influenced by the competitors. |
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