Friday, December 6, 2019
Time Frame for Handling Customer Complaints Ã¢â¬ MyAssignmenthelp.com
Question: Discuss about the Time Frame for Handling Customer Complaints. Answer: Introduction Latino engineering is a manufacturing company that manufactures engineering equipments for various industries. It is one of the famous and well established companies. After the completion of the 30 years of the company, the company has handed over to the investment group. After the12 months of the takeover of the company by the investment group, the company is getting the complaints from the clients related to the issues that includes defective engineering equipment, poor design and development follow up with clients, too long turnaround time for issue resolution, non responsive customer service team, in some cases; wrong engineering equipment was packaged and delivered to clients. The company is required to find the root cause as well as develop the continuous development for the purpose to manage the working and reduce the chances of the occurrence of the issues. In this essay we will develop the continuous improvement plan through analyzing the root cause of the issues. A root cause analysis is performed for the purpose to recognize the base of the problem. The process of root cause analysis is important as it allows to identify the problem and helps in improving the problem in a systematic manner. The root cause analysis process includes the description of the problem, collecting the data related to the problem, identify the potential cause, identifying for the cause to be removed, identification of the solution, implementation of the change and observing the change to make sure the effectiveness in elimination of problem. There are many of the techniques that are used for the purpose of the analysis of the root cause that includes Five Whys Analysis, Failure Mode and Effects Analysis (FMEA), Pareto Analysis, Fault Tree Analysis, Current Reality Tree (CRT), Fishbone or Ishikawa or Cause-and-Effect Diagrams, Kepner-Tregoe Technique and RPR Problem Diagnosis(brighthubpm, 2017). In the case study, the company faced the problem after 12 months of the t akeover by the investment group. The company started getting the complaints from the clients and those five complaints were: defective engineering equipment, poor design and development follow up with clients, too long turnaround time for issue resolution, non responsive customer service team, in some cases; wrong engineering equipment was packaged and delivered to clients. In order to analyze the root cause of the each of the problem, there is a need to identify the problem that has occurred. The identification of the problem is essential for the purpose to take out the solution for the problem or to prevent the problem top occurs again or reduces the chances of the occurrence of the problem(Mindtools, 2017). The information about the problem should be extracted from the senior management of the company. The problem should be discussed in order to understand the background of the problem for the identifying of the problem. This will allow to understand the problem. The each of the problem can be identified and can be solved but the analysis of the root is essential to resolve the root of the problem to occur. We will use Pareto Analysis for the purpose to identify the root cause of the problems. Pareto Analysis is one of the famous as well as simple techniques that is helpful in prioritizing the possible changes through the identification of the problems and these problems can be resolved through making the changes. This techniques will allow to prioritize the each of the changes which will help in improving the situation(ASQ, 2017). This techniques use principles of Pareto and this is a six steps techniques. In the first step the identification and the listing of the problem will take place through the discussion with the team members or the clients. In the second step, the identification of the root cause of the each of the problem will take place through the appropriate technique. In the third step the scoring of the each of the problem will take place according to the each of the problem. The fourth step will be group problems together through the root cause. In the fifth step, the scores of the each of the problem will be added up. The group with the highest score will be the priority. The last and the sixth step will be taking the action(Mindtools, 2017). The method will help in the identification of the root cause of the problem as well as solving the problem through making the changes according to each of the problem faced by the company. Plan to Eliminate or Reduce the Root Cause The elimination of the root cause is essential in order to reduce the complaints of the clients and the problems as well. This requires the plan for the elimination of the root cause of the problems. The plan for each of the problem is as follows: Defective engineering equipment: It has been found that there are defects in the equipments manufactured by the company and the cause of the problem is that the testing procedures that are conducted by the company are not effective as well as the maintenance is also improper. Apart from this, it can be concluded the root cause of this problem is ineffective working of the engineers and improper maintenance by them which resulted in inefficient quality of the engineering equipments. It is essential to put the efforts to improve the quality of the equipments manufactured by the company and for this purpose, the staff of the company is required to be provided with the guidance so that the problem can be eliminated. The training should be provided to the employees of the company in the related area. There is a need to introduce the rules and regulations in the company so that there will be no chances of the lack in the process of the testing of the equipment that are manufactured. Poor design and development follow up with clients: It is essential for a company to provide the clients with the good quality and good design equipment in order to fulfill the needs as well as attract the more clients towards the company. It has been found the clients have complaint regarding the design of the equipment. This cause of this problem is the improper designing of the equipments by the engineers. This problem occurred due to the lack of the attention of the engineers on the design of the equipments. The designs of the equipment are required to be enhanced in order to meet the needs of the customers. The fulfillment of the demand of the clients regarding the design of the equipment can be implemented when the engineers re-design the equipment in more efficient manner and train the employees to manufacture the new designed equipments. It is also essential for the company to engage in the activity of follow up with the clients. The cause of the inefficient follow up with th e clients is the lack of the employees in the department to follow up with the clients(Customer Expression, 2017). There is a need to hire the employees in the company who will take the follow up with the clients and should be provided with the training regarding the same. The training should be provided to the employees related to it(Linkedin, 2017). These actions will allow developing a feeling of trust among the clients of the company as well as help in keeping the company updated about the clients. Too long turnaround time for issue resolution: The problem of the slow process of the issue resolution occur because the customer service department of the company is not effective and there is no trained staff for this purpose in the company which slows down the process of issue resolution of the clients. The lack of the trained staff for providing the customers service as well as resolving the issues of the clients arises the problem(Markidan, 2017). There is a need to hire the employees and train them for this purpose as well as to make use of the software for the purpose to register the issue of the client so that it can be resolved in the shortest time possible. Non responsive customer service team: In any of the company, there is a need to develop an effective team for providing the service to the customers as there is a need to communicate with the customers and solve the problems of the customers in an effective manner so that the needs of the customers can be fulfilled as well as the issues of the customers can be resolved. The issue that has arisen is that the customer service team of the company is non-responsive. This issue have came up because the cause of the non responsiveness is the lack of the employees in the customers service team of the company or the lack in the employees' morale or the change in the environment of the company as the ownership of the company has been transferred to the investment group. The other root cause of this issue is that the employees of the company are not boosted by the manager. In order to resolve this issue, it is essential for the company to increase the number of the employees in the customer se rvice team through hiring the new employees in the company and providing them with the training. Along with this, there is a need to boost the morale of the employees of the customer service team so that they will be able to provide the service to the customer in more effective manner which will ultimately increase the responsiveness of the customers service team of the company and the company will be able to get rid of this issue in the future. Wrong engineering equipment was packaged and delivered to clients: The delivery of the wrong engineering equipment to the clients results in disappointing the clients. This issue arises because of the inappropriate information about the required engineering equipment to the employees or the lack of the responsibility of the employees. In order to eliminate the issue, there is need to provide the employees with the proper information about the required engineering equipment by the clients so that they will pack and deliver the right engineering equipment to the right client. It is also essential for the company to provide the training to the employees so that they will be able to perform their responsibilities in an effective manner. This will help in delivering the right engineering equipment to the right client(Wheeler, 2014). Continuous Improvement Plan The analysis of the root cause of the issue was performed for the purpose to resolve the issues through the improvement in the methods and the procedures of the company so that these issues will not occur in the future (Moore, 1999). For this purpose, there is a need to develop a continuous improvement plan to reduce the chances of the occurrence of the issues. The changes in the methods and the procedures or the solution for the problem will help in this area. The continuous improvement plan is developed mainly to introduce the development in the company (Miers, 2003). This allows the company to run in more uniform manner as well as helps in making it more convenient to achieve the success and growth. The continuous improvement plan for the company will assist in the following: 1. Improvement in the areas where there is a need for the improvement through the analysis 2. Chalking out the action that are required to be implemented in the company for the each area of improvement 3. Delegating the responsibilities to the managers 4. Prioritizing the activities according the requirement of the improvement 5. Deciding the time limit for the accomplishment of the each of the tasks or the areas of the improvement 6. Evaluating, monitoring as well as measuring the effectiveness of the improvement in the company This continuous improvement plan will allow the company to function in more effective manner as well as help in satisfying the clients of the company (Harmon, 2003). The company will be able to resolve the issues of the clients in more efficient manner as well as build the feeling of trust in the clients towards the company and the offered engineering equipments. There is a need to implement the plan by focusing on the goals of the company and the activities are required to be aligned in a manner so that it will not overlap with the other activities as this may affect the efficiency of the employees of the company(Nilsson?Witell et al., 2005). The company is required to focus on the designing of the engineering equipments as the culture of the company emphasize on the measureable as well as visible issues of the company (Krishna, 2004). It is essential for the company follow the some of the steps because company is following the continuous improvement. Goal: It is required to enter SMART components which will increase the development value. Strategy: with the help of the continuous improvement plan, there is a need to provide the employees of the company with effective leadership for the purpose of guiding the employees for the projects. Action Steps: It is required that the stakeholders will make sure, the environment of the company is supportive as well as equitable for the employees (Sinur Bell., 2003) (Verma, 2009). Implementation Plan It is essential for the company to implement the lean management in the business process of the company. For the purpose of the improvement in the company, it is needed to implement the business process management in the company (Yoon, 2003). This will help the company in the improving the effectiveness of the products and the services provided by the company to the clients as well as help in the improvement of the performance of the company(Berke et al., 2006). With the help of the value stream mapping, the company is able to define the rules through this methodology as well as define the business process, but it is required for the company to adapt a new tool for the management of the business process so that the company will be able to enhance the product as well as enhance the customer service team (Snabe et al., 2008). This will allow the company to increase the value and satisfy the clients of the company. The procedure of the company is emphasized on the development of the design of the engineering equipments as well as enhances the customer service team of the company so that it will provide the good quality as well as good design product to the clients as well as response to them. The main value of the process is to enhance the design of the equipment as well as the customer service team so that the gals of the company can be achieved through this. The value stream is used as main tool as this will allow defining the enhancement in the design of the equipments as well as providing with the techniques of improving the customer service team of the company. This will be possible through ensuring the design of the equipments as well as providing the training to the employees related to the both of the areas respectively (Smith Fingar., 2002). Development of the value with the help of the business processing The management of the process will allow manufacturing equipments with good design as well as improving the team of customer service through providing the training to the employees by following the systematic procedure for the training of the employees and delegating the responsibilities of the areas. Activity Date of Receiving Date of Starting Key Indicator of Performance Scheduled day end day Progress state Complete In charge person Department Preparing the new design equipments and hiring of the employees for customer service team 5/10/2017 5/10/2017 4 months - - Not yet - Project Inc. charge Project management Obtaining the new design and selected employees 5/10/2017 5/10/2017 5 months - - Not yet - Project Inc. charge Project management Providing the employees with the training 5/10/2017 5/10/2017 4 months - - Not yet - Project Inc. charge Project management Controlling the activities 5/10/2017 5/10/2017 5 months - - Not yet - Project Inc. charge Project management Confirming the procedure of the work plan - - Not yet - Project Inc. charge Project management Measuring the improvement - - Not yet - Project Inc. charge Project management These activities will allow the company to maintain the situation of the company as this includes the activities that are helpful in the attaining the goals (Chang, 2005). Conclusion In this essay, the continuous improvement plan has been developed for the purpose to meet the needs of the clients as well as the company. The need of the company is to develop good design equipments of engineering and improving the customer service team of the company. With the help of the continuous improvement plan, we have managed the business process of the company as well as achieved the goals of the company. References ASQ, 2017. The 7 Basic Quality Tools For Process Improvement. [Online] Available at: https://asq.org/learn-about-quality/seven-basic-quality-tools/overview/overview.html. Berke, P., Crawford, J. Dixon, J., 2006. What Makes Plan Implementation Successful? An Evaluation of Local Plans and Implementation Practices in New Zealand. Environment and Planning B: Urban Analytics and City Science, 33(4), pp.581-600. Brighthubpm, 2017. Overview of Root Cause Analysis Techniques. 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