LL Bean Case Study Example | Topics and Well Written Essays - 1250 words

LL Bean - Case Study Example Also, future research can focus on specific target values based on greater information regarding the actual values prevalent in the measurement procedures of L.L. Bean. Keywords: L.L. Bean; customer requirements; target values; measurement L.L Bean demonstrates a case of a highly customer-centric organization that promises to deliver superior customer service by offering constant customer support and specialty shoes for activities such as hunting. At the crux of L.L Bean’s customer service is its 100% money back guarantee since the company believes in â€Å"treating its customers like human beings†. Given the high level of customer service, it is important to analyze the salient customer requirements along with measurement techniques for the same. Finally, target values are being assessed to ensure that the requirements are fulfilled. L. L. Bean’s dedication to superior customer service is reflected in its promise of 100% money back guarantee on all its products at any time. This is combined with the excellent after sales service provided for product returns. Therefore, one of the major customer requirements that L.L Bean is catering to is high quality of the product including the durability and reliability of the product. Furthermore, the company caters to the need of wearing shoes particular for certain situations which has been satisfied by the provision of ‘specialty shoes’, particularly, the Maine hunting shoe that is lightweight and remains dry. Most importantly, however, L.L Bean caters to the customer’s need for ordering without having to visit the store. This is particularly true for customers who may be pressed for time and find it convenient to order via mail through the mail order catalogue. L.L Bean, therefore, offers full catalogues as well as seasonal catalogues for customers interested in knowing the specifications, looks and prices of specialty products as well as their regular line. This is supplemented by the company’s website which offers customers the facility of shopping online without having to visit the retail outlet. The added convenience of having multiple modes of payment further encourages customers to shop online easily. The company also caters to customers’ need to obtain prompt response by providing customer service throughout the year and throughout the day. This also serves the purpose of assisting those customers who may have further queries or desire additional information after reading the mail catalogue. Therefore, assurance is provided to customers. Finally, L.L Bean caters to customers’ requirements of fast delivery and efficient logistics by partnering with third-party logistics which is Federal Express. This is because the company keeps speed as an important order winner as part of its operations management strategy as it knows that slow delivery can lead to customer dissatisfaction. In order to ensure that the final product reaches cust omers on time, the company’s suppliers must also make timely shipments to the company. Therefore, speed is a crucial customer requirement that the company must cater to. The customer requirement for high quality and durable products can be measured using total quality management and six sigma philosophy. At the simplest level, product quality would be measured using the number of ‘quality’ complaints by customers. As a general rule, the target value must not exceed 3 complaints per month. It must be