Information needs matrix as a tool for improvement of customer service process in a manufacturing company : a case study

Abstract

PURPOSE: The aim of the paper is to present the concept and analyse the possibility of using the matrix of information needs as a tool improving the process of customer service. Moreover, the paper presents the procedure of its implementation and use on the example of a production company from the furniture industry operating in Poland.

DESIGN/METHODOLOGY/APPROACH: The paper uses the concept of case study. It presents the essence of the matrix of information needs as a tool to improve communication between departments in the company. The procedure of implementing this tool in a production company was also presented. Additionally, the paper is based on the analysis of literature concerning information needs and logistics customer service in companies.

FINDINGS: The result of the work is an information needs matrix as a tool for improving the effectiveness of the customer service process in a company. The procedure of preparation and implementation of such a matrix was presented on the example of a production company operating on the furniture market in Poland. Other results include the identification of challenges and problems in the implementation process of the information needs matrix.

ORIGINALITY/VALUE: The described matrix of information needs is a very important tool for improving the effectiveness of communication between departments involved in the customer service process. In this manner, the implementation of the matrix contributes to the improvement of the efficiency of the whole service process. The matrix should be based on a detailed analysis of the information needs of each participant in the process and take into account the specificity of the company.