Question
Focusing solely on customer satisfaction in a production-based company can lead to several potential drawbacks. It can lead to overemphasis on customer needs at the expense of other important aspects such as cost control, quality, and efficiency. This could result in increased costs and decreased profitability. Additionally, it may also lead to a lack of innovation as the company may become too focused on meeting current customer needs and fail to anticipate future needs or market trends. Lastly, it could lead to unrealistic customer expectations, as the company may over-promise in an attempt to satisfy customers, which could harm the company's reputation if they fail to deliver.
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The lessons here are woven into a story about a production-based company and the new manager. The main character, Alex, approaches his new position armed with all the conventional management techniques and gets to work. Readers will probably be familiar with this scenario. Alex's first goal is to improve efficiency. He works on cost-effective purchasing, quality control, customer satisfaction, and all those other things that traditional business management dictates. But all those theories and all that work didn't create any additional profit.
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