Dear All,
This is my first attempt at AWA essays so I would really appreciate any feedback and ratings. I later went through a lot of the tips and old essays so I hope my next attempt will be better but would also appreciate a rating on this so I know where to focus my efforts!
You can use the poll or write your critique or both.
Thanks I appreciate your help!
Analysis of an Issue
ESSAY QUESTION:
"As technological development continues to intensify business competition, the quality of customer service is likely to become the only sustainable source of competitive advantage."
Explain what you think this quotation means and discuss the extent to which you agree or disagree with it. Develop your position with reasons and/or specific examples drawn from history, current events, or your own experience, observations, or reading.
MY RESPONSE:
As scientific advancements continue and globalization bridges geographical boundries it is likely true that over time customer service is likely to become the only sustainable source of competitive advantage in the Technology Manufacturing and Technology Services sector. There are various other industries such as fashion, FMCG, retail etc where multiple factors apart from customer service would come into play to determine competitive advantage.
Company strategies are broadly classified by cost, product or customer leadership. As suggested by the quote - technical advancements would eliminate the possibility of cost leadership in the technological sector and cost leadership will not remain a sustainable source of competitive advantage leaving customer service. This is especially true of the technology services sector.
The Indian market is flooded with Telecommunications service providers with negligible cost to the consumer due to a highly competitive market, some providers have even opted to share infrastructure leading to equitable network quality. At this point the choice between a Vodafone or Airtel subscription is made on the basis of customer servicing provided rather than any other factor.
The same is true of consumer durables such as televisions, refrigerators, microwaves etc. Cost and quality differences between brands like LG, Samsung, Electrolux etc have been minimized to the extent that pre and post sales customer servicing are starting to determine purchase decisions.
Based on my experience and the examples above I am inclined to believe that within certain sectors such as technology as technological development continues to intensify business competition the quality of customer service is likely to become the only sustainable source of competitive advantage.
This is my first attempt at AWA essays so I would really appreciate any feedback and ratings. I later went through a lot of the tips and old essays so I hope my next attempt will be better but would also appreciate a rating on this so I know where to focus my efforts!
You can use the poll or write your critique or both.
Thanks I appreciate your help!
Analysis of an Issue
ESSAY QUESTION:
"As technological development continues to intensify business competition, the quality of customer service is likely to become the only sustainable source of competitive advantage."
Explain what you think this quotation means and discuss the extent to which you agree or disagree with it. Develop your position with reasons and/or specific examples drawn from history, current events, or your own experience, observations, or reading.
MY RESPONSE:
As scientific advancements continue and globalization bridges geographical boundries it is likely true that over time customer service is likely to become the only sustainable source of competitive advantage in the Technology Manufacturing and Technology Services sector. There are various other industries such as fashion, FMCG, retail etc where multiple factors apart from customer service would come into play to determine competitive advantage.
Company strategies are broadly classified by cost, product or customer leadership. As suggested by the quote - technical advancements would eliminate the possibility of cost leadership in the technological sector and cost leadership will not remain a sustainable source of competitive advantage leaving customer service. This is especially true of the technology services sector.
The Indian market is flooded with Telecommunications service providers with negligible cost to the consumer due to a highly competitive market, some providers have even opted to share infrastructure leading to equitable network quality. At this point the choice between a Vodafone or Airtel subscription is made on the basis of customer servicing provided rather than any other factor.
The same is true of consumer durables such as televisions, refrigerators, microwaves etc. Cost and quality differences between brands like LG, Samsung, Electrolux etc have been minimized to the extent that pre and post sales customer servicing are starting to determine purchase decisions.
Based on my experience and the examples above I am inclined to believe that within certain sectors such as technology as technological development continues to intensify business competition the quality of customer service is likely to become the only sustainable source of competitive advantage.
