The Case Of A Complaining Customer - Executive Summary

1606 Words Oct 29th, 2012 7 Pages
The Case Of A Complaining Customer

Executive Summary

Presto Cleaners is Mr Shelton 's regularly used laundrette, he feels that although their prices are more than local competitors, the friendly staff, longer opening hours and convenience makes up for this. This opinion has now changed following recent events. Mr Shelton drops off hes laundry for a service clean, and when he arrives at the store to collect it he 's was informed that a new computer system has been installed and this is to improve services for customers. Unfortunately when Mr Shelton arrives at the store a few days later, he 's informed that his laundry had been misplaced! The store carry out a thorough search of the store and it becomes apparent that the laundry
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Goal 1: Set up a continuous improvement program, develop a TQM.

Goal 2: Refer to theorists to help develop business plans.

Drucker’s Theory of Business – in brief
Drucker characterizes the assumptions that comprise an organization’s Theory of Business by stating:“These assumptions are about markets. They are about identifying customers and competitors, their values and behavior. They are about technology and its dynamics, about a company’s strengths and weaknesses. These assumptions are about what a company gets paid for. They are what I call a company’s theory of the business. . . . . . A well-articulated Theory of Business helps organizations understand what to do.”
Drucker lists four specifications for an organization’s Theory of its Business:1. The assumptions about environment, mission, and core competencies must fit reality.2. The assumptions in all three areas have to fit one another.3. The theory of the business has to be tested constantly.4. The theory of the business must be known and understood throughout the organization.

Goal 3: cOMPANY TO LOOK AT LEADERSHIP AND STRATEGICAL PLANNING Refering to Baldridge.

Management to take refresher course in operations and custmer service managemtn

Goal 4: Communication to be improved on Management – Employee – Customer

Goal 5: Company needs to provide total quality management,

At its core, total quality management (TQM) is a management approach to