Service activities are activities that maintain and enhance the product’s value, including
customer support, repair services, warranty, and recall. Ryerson has great Service and
support centers. The Ryerson website is easy to navigate around, and is full of useful
information; the website also has many email addresses that students can use for specific
inquiries. Furthermore, Ryerson’s call centers have flexible hours in order to assist
students with any issues or inquiries.
In conclusion, I definitely think Ryerson has sustainable competitive advantage, because it
really differentiates itself from the competition. This is demonstrated through the value
created by: their investors; management; professors; prime and easily accessible location;
and exceptional customer service. Furthermore, Ryerson is substantially cheaper than other
universities all over Ontario. For example, Ryerson’s masters programs are approximately
half of the price of competing universities. With such great location and cost advantage,
Ryerson does have sustainable competitive advantage.
2. Consider the use of self-service checkout counters in modern retail stores (e.g.
at Loblaws or Home Depot). How do the perspectives of automation, informating
and transformation apply? (6 marks). Further discuss how these concepts relate
to the creation of business value (4 marks).
The self checkout counters found in many retail stores use the same Transaction Processing
System that regular checkout counters use. This technological advancement has
successfully achieved automating, informating, and transforming.
Automating is achieved when repetitive, routine task are executed without human
intervention, with more speed, economy, consistency, and accuracy. The self checkout
counters have met all of these criteria. The self checkout counters have: sped up the
repetitive task of purchasing groceries; eliminated the need for cashiers which saves the
company money; and achieved high consistency and accuracy with features such as, the
scale that verifies groceries placed on it.
Informating recognizing that by having customers use self checkouts, or better yet, “loyalty
point cards”, companies are able to extract data from these activities. Companies are able to
see what their client base wants, in order to achieve competitive advantage.