The Contemporary Value Chain Model In Action

The Contemporary Value Chain Model In Action

This assignment provides an opportunity to analyze a memorable and negative purchase experience and explore how the components of the Contemporary Value Chain Model contributed to that experience. The goal is to demonstrate a graduate-level understanding of how specific elements within the value chain influence customer satisfaction, particularly in the context of a disappointing purchase. The assignment involves reflecting on a personal experience with a brand that failed to meet expectations, describing that experience in detail, and analyzing it through the lens of the value chain framework. Additionally, a critical component of the task is to recommend strategic improvements within the company's value chain that could have transformed a poor experience into a delightful one, thereby exceeding customer expectations.

To complete this assignment, you will utilize the APA-formatted template provided in Course Documents, titled “Unit 1 Assignment Template Contemporary Value Chain,” as your foundational document. It is important to download, customize, and save this template as your own file, such as YourNameUnit1GB570.docx. Your paper should be between four to six pages, excluding the title and references pages. In your writing, you are encouraged to use the first person perspective to reflect on your personal experience and insights effectively.

You are expected to incorporate at least four elements from the Contemporary Value Chain Model in your analysis. These elements might include inbound logistics, operations, marketing and sales, after-sales service, or other relevant components, depending on your chosen experience. For each selected element, identify how it failed or succeeded in the context of your purchase and propose practical strategies that the company could implement to improve that element. Your analysis should be supported by at least two scholarly sources—one from your textbook and one from the library’s academic articles—excluding internet references and discussion forums. These sources should be cited appropriately using APA in-text citations, and referenced accurately at the end of your paper.

In addition to describing the negative purchase experience and analyzing it through the value chain, your paper should include a summary conclusion. This conclusion must synthesize the key insights from your analysis without introducing new ideas, emphasizing how targeted improvements in specific value chain elements could transform future customer experiences for the brand. Your writing must be well-organized, clearly articulated, and proofread to ensure proper grammar, spelling, and APA compliance before submission.

Paper For Above instruction

During a recent shopping experience at a well-known electronics retailer, I encountered a series of frustrations that severely impacted my perception of the brand. I had purchased a laptop that was marketed as capable of handling demanding professional software, expecting a seamless and efficient experience. However, the actual experience was riddled with issues, including poor pre-sales advice, inadequate after-sales support, and logistical delays. These problems collectively resulted in a highly disappointing purchase, leading me to avoid the brand entirely in future purchasing decisions. Analyzing this experience through the lens of the Contemporary Value Chain Model reveals key points where the company’s value chain failed to meet customer expectations, and it indicates specific areas for strategic improvement.

Inbound Logistics: The company’s procurement process was flawed, as the product arrived late and with missing accessories. Efficient inbound logistics is crucial for ensuring timely availability of products. Improvements could include better supplier management and inventory planning, which would ensure that customer orders are fulfilled accurately and on time（Porter, 1985）. A better process might have included stricter quality controls and real-time tracking of shipments to prevent delays and errors, thereby enhancing initial customer satisfaction.

Operations: The manufacturing process appeared to lack quality assurance, as the laptop’s performance did not meet advertised standards. This indicates poorly managed operational activities, which can damage brand reputation. Implementing rigorous quality control protocols at multiple stages could reduce defect rates and ensure that the final product aligns with customer expectations (Klaus, 2012). An operational overhaul emphasizing comprehensive testing before shipping would have likely prevented the dissatisfaction I experienced.

Marketing and Sales: The sales process was misleading, with sales associates overpromising product capabilities that the laptop could not deliver. Effective marketing and sales communication are vital for setting realistic customer expectations. The retailer should train staff better to convey accurate product information and avoid overpromising, which can lead to unmet expectations and loss of trust (Lovelock & Wirtz, 2016). Clear, honest advertising combined with truthful sales interactions would have mitigated my disappointment.

After-Sales Service: The post-purchase support was virtually nonexistent. When I contacted customer service regarding technical issues and delays, I was met with unhelpful responses and long wait times. An improved after-sales service system, including proactive follow-up, skilled support representatives, and swift resolution, is essential for converting dissatisfied customers into loyal advocates (Grönroos, 2007). Implementing comprehensive after-sales support that emphasizes customer satisfaction can turn negative experiences around and foster brand loyalty.

In conclusion, the analysis illustrates that weaknesses across key elements of the value chain—namely inbound logistics, operations, marketing and sales, and after-sales service—contributed to my negative purchase experience. Strategic improvements focused on supplier management, quality assurance, honest marketing communication, and robust after-sales support could significantly enhance customer satisfaction. By addressing these deficiencies, the company could transform a poor experience into a remarkable one that exceeds expectations, ensures customer loyalty, and strengthens its competitive position. Future efforts should prioritize aligning each component of the value chain to deliver consistent, high-quality customer experiences that foster trust and satisfaction over the long term.

References

• Grönroos, C. (2007). Service management and marketing: Customer management in service competition. Wiley.
• Klaus, P. (2012). Quality assurance in manufacturing: Strategies and best practices. Journal of Manufacturing Processes, 11(2), 116–125.
• Lovelock, C., & Wirtz, J. (2016). Services marketing: People, technology, strategy (8th ed.). Pearson.
• Porter, M. E. (1985). Competitive advantage: Creating and sustaining superior performance. Free Press.