How to Learn Process Improvement Projects for Customer Service Management

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

Improve the customer service and make sure the customers give no complaints and make sure they are satisfied with all the services provided by the company and keep close contact with the customers and be very friendly with them and keep them happy. Give the regular customers’ high discount and encourage them to come more often. This is our main goal for us to achieve because we want to make sure the customers are satisfied with our services.

The improvement effort may involve the whole business or a specific process in manufacturing, service, or office work. Most successful firms have become adept at making small, continuous improvements to their business processes as an on-going activity for every employee. It

Process Improvement or Business Process Improvement is an aspect of organizational development (OD) in which a series of actions are taken by a process owner to identify, analyze and improve existing business processes within an organization to meet new goals and objectives. Six Sigma, Lean and

Stage 6 leaders generate short-term wins. Leaders should plan for visible performance improvements, enable them to happen and celebrate the employees who participated in the improvements. Major change can take some time, and a transformation effort will lose momentum if there are no short-term accomplishments that employees can recognise. A highly visible and successful short-term accomplishment will boost employees confidence and motivation towards process change. (Cengage Learning AUS,

To improve the efficiency and customer service in my department, I would first identify and define the problem; secondly I would try generating and evaluating alternate and possible courses of action to understand in which areas they would need help on, thirdly based on a situation choosing a preferred and a relevant solution will be given, fourthly the solution will be implemented and finally to evaluate the results to see the outcomes.

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.

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

The operational process that is critical for the success would be knowing that the process that you are currently doing now is not working and knowing that you will have to change it to make a better one. Also having the right staffing will come into play. You want your staff to work as the way the manual shows and tells them to, if there are people who are not following the manual then they are the ones who will bring your company down in the long run. You not having a visual standpoint from a customer point of view will not help either. You need to realize the customer’s wants and needs.

Recently I have noticed more consumer complaints from poor service, more specially, service mistakes and customer mistreatment. When a mistake occurs, we do not handle customers in a courteous manner. In addition, we play favorites with customers and some of them are not getting the attention they require. To

The plan for improvement will be based on the steps for improving the experience of

The necessity for quality and safety improvement initiatives permeates health care. Quality health care is defined as “the degree to which health services for individuals and populations increase the likelihood of desired health outcomes and are consistent with current professional knowledge” (Kohn, Corrigan & Donaldson, 2000). Most care deficits are based in systems and processes and not individuals. Healthcare is has variation and complexity.

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

1. Bring in a new Quality Manager with TQM experience to implement the needed changes to bring improvement and make their customers feel that favorable changes are coming.

Process improvement is a fundamental to business management.  If you run an operation (and all businesses do, one way or another) you are reliant on two things: