Question

1-Describe one poor design or poor-quality item or service you have experienced and identify how and why the item or service was inferior or of poor quality. Explain the steps that you would take to remediate the quality issues.

2-Describe one superior design or superior -quality item or service you have experienced and identify how and why the item or service was superior.

Answer 1

1. I will describe the poor quality service that I faced at the cash deposit counter at my bank. Given the reputation of the bank and the time since which I have an account with them, I expect a certain level of service which I did not get. A point to be noted is that I am a preferred customer of the bank due to my record with them.

I went to deposit cash at the counter and the employee behind the counter was chatting on his phone and preferred to carry on with his call rather than tend to his customer. As i reached the counter, he made an unnecessary fuss about documents I had to provide (which I already had) and then left the cabin for about 20 minutes. I grew impatient and decided to see where he had gone and I found him sitting in the cafeteria having coffee and chatting rather than doing his job.

This service quality was poor because as an employee of the bank, one must put the customer first and then do whatever work he has to do. Being on the phone while a customer is waiting, is highly unprofessional. Also, the fact that he made me wait while he himself was in the cafeteria showed a degree of neglect for the customer that I had never seen till this date. Such sort of behavior with a preferred customer is highly regrettable and should be discouraged.

To remedy such poor service, I would have first asked the employee to issue an apology to the customer as his behavior had a negative impact for the reputation of the bank. After that I would make sure that employees are not allowed to use phones during work hours apart from emergency needs. I would also conduct workshops to explain proper workplace conduct to new employees.

2. One superior quality item that I would describe is the OnePlus 5. One of the biggest reasons for its superior quality is its performance. I am using the device since 3 years and have not faced any major issue that would force me to change devices. Hence, it is quite a reliable phone.

Also, the device offers stunning features at a fair price. Flagship phones would charge a fortune for such features. The alert slider is one such small but smart feature that makes the experience of using the device so much easier.

If one does face a problem on their device, the company provides hassle free servicing where they even come to pick the device at your home. Finally, the cherry on the cake is the overall look and aesthetic of the phone. All these factors determined why this item was superior for me.