Customer Service and Design Alternative Courses
Case 1. TECSMART ELECTRONICS Identify the problem: Formulate objectives: Design alternative courses of action: Analysis of the ACA: a. advantages b. drawbacks Conclusion: Recommendation: Case 2. CAN SIX SIGMA WORK IN HEALTH CARE? Identify the problem: New culturein the hospital Formulate objectives: · To be able to make it easy to employees and all staffs the new framework to be used. · Design alternative courses of action: Analysis of the ACA: a. advantages b. drawbacks Conclusion: Recommendation: Case 3. TOYOTA MOTO CORPORATION, LTD. Identify the problem: Losing quality products.
Formulate objectives: · To be able to consitently provide quality products. · To be able to regain quality edge. Design alternative courses of action: · Inspect every process in the production system to ensure delivery of quality products to customers. Analysis of the ACA: a. Advantages: · High quality products. · Customer’s satisfaction to products. b. Drawbacks: · Costly · Time-consuming Conclusion: Toyota became a victim of its own success. Because of its focus in becoming the number one auto maker in the world, it affected its product quality.
Customers began to face safety related problems in Toyota vehicles. Toyota had sacrificed its legendary quality and ignored its own management principles and customers. Recommendation: I would recommend them to forget their own pride in having their own principles and management, if it will lead them to a low quality products and unsatisfied customers. It is good if they would focus on providing quality and always conduct an inspection before giving away products to customer to ensure quality. Case 4.
THE NIGHTMARE ON TELECOM STREET Identify the problem: Inefficient customer service system. Formulate objectives: · To be able to improve cutomer service experience. · To be able to provide quality service to customers. · To be able to provide efficient service. · To be able to give fast transaction. Design alternative course of action: · Recreate the customer service system · Hire additional customer service representatives to entertain calls Analysis of the ACA: a. Advantages: · Customer satisfaction to efficient service.
· The more the employess, the more persons can facilitate customer’s need to entertain their needs and concerns. b. Drawbacks: · More cost is shouldered by the firm. · Time-consuming. Conclusion: In order to satisfy customer’s need to be entertain, the firm is in a need of new employees. As a customer myself, I also get pissed of to systems like this because it is very time consuming. Recommendation: I would highly recommend to hire more employees in order for the customer’s need to be entertain urgently and efficiently. If it is possible to reform the system, it is much better.