Evaluating A More Reliable Process For Reducing Late Deliveries Due For Schedule Delays

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

Customer service studies show that when something goes right, customers give credit to the individual employee dealing with the problem; when something goes wrong, customers usually blame the organization itself. This fact makes it crucial for any

Enterprise is focused on customer satisfaction in all aspects of their operations. Their overall goal is well documented on their website and presented in many of their national marketing campaigns. These marketing campaigns include commercials and social media buys that are shown on major networks. They currently use questionnaires that ask customers to answer questions based on two criteria. The first asks the customer to rank the overall experience at Enterprise. The other is a simple question asking the customer is they would rent again from Enterprise. The response rate for most customer surveys is very low, this is due to long and complicated surveys and questionnaires. This questionnaire is a tool called the Enterprise service quality index (ESQI) and provides an easy way of collecting information quickly to measure their results. The questionnaire focuses on top box positive feedback. Customers who stay local to the company will generally be free positive marketing for Enterprise. This free marketing from the customers is in the form of referrals to friends, family and colleagues.

2. What is the business reason(s) for completing this project? How are they compelling for the improvement team and the management team? How are they tied to strategy?

(b) Describe the EVM process used to determine how far our project is ahead of or behind schedule.

The primary purpose of the survey was to ascertain how customers perceived National’s quality of service

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

Research the potential productivity improvement you have identified and devise ways to improve the use of IT tools and systems.

Customer service employees will obtain information of all customers using the RATER survey which will focus on the following criteria;

For the purpose of this paper I have chosen a company that I am familiar with and one that my husband is subcontracted for now going on 16 years. The company is one that could use the improvement in customer service, and they are currently working on.

Smith Technology Solutions collected the data and analyzed the data. Smith Technology Solutions was able to summarize the data collected from the surveys by using the tables and charts. The survey that was conducted was developed to evaluate the customer service representatives from Smith Technology and how well they take care of customers. The questions express how effectively representatives listen, understand, and handle customer questions and issues. Based on the data collected Smith Technology Solutions determined which of the inferential statistics to use. To allow the company to use hypothesis testing inferential statistics allows the complete the conclusion.

The purpose of performing the questionnaire is to identify the issues that are causing schedule delays to DLA’s contractors and customers. The collected data will show where processes and procedures can be updated and corrected to reduce response delays. In using a questionnaire to calculate the findings the collected data is meant to support and measure the findings in order to reduce delivery schedules. DLA is conducting the research to determine ways to reduce delivery schedules and shorten response times to effectively support the military.

To aid filling out the assessment form, a number of yes/no questions have been formulated (Exhibit 2), which serve the purpose of conveying the opinions on the area and aiding area scoring. A score is measured on a 6 category ordinal scale and ranges from poor (1 point) to excellent (9 points) with an additional category ‘best in class’ (11 points). Best-in-class means that there is no better. We first discuss the areas in more detail and then discuss results as well as further validation of the method. AREA 1: CUSTOMER SATISFACTION Customer satisfaction is difficult to rate in a facility visit. However, all people in the facility – and particularly workers - should clearly know who the customers are, both internal and external. Management can take care of this by explicitly showing external quality performance indicators to the workers. Signboards with picking or shipping errors, customer complaints and returns over time, quality guidelines for workers, and so on, indicate sensitivity to wishes of customers and quality assurance. Try asking an order picker, packer or dispatcher: “What is the impact for customers when you make an error?” When this person answers that it will result in a complaint (or return, or a customer credit note), it should lead to a higher score than when the employee has no idea at all, or when she or he deems there are no clear consequences.

1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?