Classic Airlines - Scenario Two Problem Benchmarking
Classic Airlines must analyze the benefits of benchmarking its performance. While this document will provide the benchmarking success of Nordstrom, Harrah, and Remington, Classic Airlines must use this information that is relevant to the success of their organization. Classic Airlines must also establish a priority for customer service, and focus on that priority. The priority is the standard that the benchmarking companies use to have long-term success.
Nordstrom Inc. Benchmark
Assemble a focus group or workshop full of people from large retailers and one is sure to hear plenty of reasons why providing good customer service is difficult, expensive, far from cost-effective, and even downright impossible. Then casually mention that Nordstrom is coming to town, and watch the excuses fade into uncomfortable silence. The steady growth and almost legendary customer service stories that surround this Seattle-based fashion specialty retailer inspire both admiration and dread among competing merchants nationwide.
Admiration, because what Nordstrom is doing is working by that hallowed measure of business success. "The public's clamor for cosmetics and fashion helped Nordstrom Inc.'s second-quarter profit surge 39 percent to $148.9 million, beating Wall Street expectations by a large margin" (Bolt, 2005). It is obvious that Nordstrom understands the significance of service.
Classic Airlines must also understand the value and impact of providing exceptional service. There must be a number one priority for Classic Airlines, and it must relate to service, and "doing whatever it takes to provide the service that the customer needs". Theref ...