1. Cause and Effect Diagrams
This is a tool that is very useful to identify the causes of problems. It is also referred to as an Ishikawa diagram of Fishbone diagram. The name was derived from a Japanese expert who was instrumental in popularizing the concept. A cause and effect Diagram is essentially a graphical representation of a chain of causes and effects. (Evans, 2011)
In the diagram, every branch points to the main stem to represent a possible cause. The branches that point to the cause are the contributors to the causes. The Fishbone diagram is best constructed after or during a brainstorming sessions with teams so that all ideas are taken into consideration.
In the case of Welz Business Machines, Tim met with his service representatives
…show more content…
PARETO ANALYSIS
Pareto Analysis is a technique which formally addresses many possible causes of actions. It helps in prioritizing all the different causes of problems. Pareto analysis provides a creative way of observing the causes of problems and this in turn stimulates organizations to think of ways of addressing them.
It does this by separating the “Vital few” from the “trivial many” and helps in narrowing down on the directions for improvement. (Evans, 2011). It uses the data that would have been collected from check sheets. The data in the Pareto diagram is arranged from the largest to the lowest frequency.
Once the technique is employed, an organization is able to identify top causes of the problems that need to be addressed to solve most of the problems. Thereafter an organization can use other tools like the Fish bone analysis to get to the root cause of the problem.
In the Welz Business Machines, Tim at the request of the Company President Mr. Scot Welz set out to study the problem they were facing and a find a solution or a method to reduce the call waiting time. (Evans, 2011). He designed a data collection sheet that would then be used to track the causes of callers having to wait a long time when they called for service. He involved other staff members to get a collective indication of the
…show more content…
Customer Dominates Conversation:- The staff should be trained on how to take control of the conversation without being rude. Having a good knowledge of the products can help to take charge of the conversation with facts that can be backed by examples and evidence. Keeping to the main business of the service call is key so it is important for staff to remain focused on the main purpose even when the customers digress to personal issues.
5. Deal with the other reasons:- After the major issues have been tackled, the management should also look into the smaller problems just in case they also develop into bigger issues.
6. Institutionalize Processes: - Develop and document processes that will help future performance. The processes can be reviewed from time to time. This will also ensure consistency in service and continuous improvement. Welz can also invest in a telephone technology that can monitor calls in terms of how long the call rung before being picked, how long the conversations took and how many calls dropped. The analysis can be used to improve
In reading, it appears the staff has worked well together in the ast but lately they have problems communicating with each other. While the sales staff is doing a great job they are failing to talk to each other concerning the custmers wishs. The sales staff are passing the
A function has three sections the input, relationship and output. e.g. input is a number = 4 relationship is a condition = *2 Output is the value= 8 /*these three steps shows a function.*/ There are numerous types of functions and every type has its own particular diagram.
➢ Clarify roles and reinforce rules ➢ Create positive, motivating, innovative and creative environment ➢ Create a friendly and supportive environment ➢ Show responsiveness ➢ Celebrate success (large or small) ➢ See “failure” as a learning opportunity ➢ Show adaptability and
By the end of this module you will know how to: Put callers on hold Transfer calls Deal with visitors Take messages TELEPHONE ETIQUETTE You may not have a lifeline…or phone a friend…or even take two wrong answers away…but you will enjoy taking this fun, simple quiz on customer service. As we all know, it’s not rocket science, and of course, most of it is all common sense as they say.
In this assignment i will be explaining how focusing on customers and how providing really good customer service is important in retailing. I will also be looking into the various ways customer service and sales techniques have changed in Tesco. To conclude, i will analyse the impacts made from different customer services and sales techniques in Tesco. As my selected business, i have chosen Tesco.
PRE-GROOMING CONSULTATION AND HEALTH-CHECK When a customer arrives with their dog for grooming, you should be expecting to see them. You might know the dog and the customer really well already so you can greet the customer and their dog by name. But, if you don’t, make sure you’ve made a mental note of everybody and their names showing up for the appointed time. It really makes a difference. Treat the customer well.
Usually, something will cause an effect; therefore it is important and appropriate to state the causes first than the
The multidimensional model of causality is a perspective that states abnormal behavior forms from multiple influences such as behavioral, biological, emotional, social and possibly developmental. Creating an example of a multidimensional model of causality is rather simple. I actually have a personal example of this multidimensional model. My freshman homecoming dance took an unfortunate turn. I was dancing with a guy when I did not feel very good at all.
With the use of this framework in reengineering its call centers and the automation of manual processes through call centers. Malaysia Airlines was able to achieve the following: Cutting call center costs by 18% and tripling sales, through phone, e-mail, fax, and web chat they were able to service customers, Interactive voice response or online ticket payment, and Tracking of agent productivity done by managers. In doing the following, they were able to streamline their processes. Malaysia Airlines measure the strategic metric. It measures the functional goals so that Malaysia Airlines can boost their customer payment capabilities.
1.3 Explain how the requirements of legislation, codes of practice and agreed ways of working influence professional supervision Training, supervision and appraisals were made a legal requirement by the Care Standards in an attempt to address problems with recruitment and retention. The White Paper – ‘Modernising Social Services Promoting Independence, Improving Protection, Raising Standards’ (written in 1998) identified that 80% of all care staff had no formal training and that there were no national standards of practice. It stated that ‘A competent and confident workforce is an essential component of the modernisation of the social services. The White Paper aims were to, ‘introduce legislation when Parliamentary time allows,
Properly articulating, patience and good steering ensures that everyone is working towards the same goal as we attempt to develop a collaborative solution. In addition to remembering that peer pressure is real, your positivity will suddenly shift on to that individual. 2. Explain your approach to customer service and records management.
Being an active listener allows the salesperson to know their customer’s point of view, and attend to the needs and wants of their customer. The third part of the book consists of twelve principles to win people to your way of thinking. A principle in particular that I intend to apply more often in life and in the workplace is being sympathetic with other person’s ideas and desires. Too often I ignore or disregard others opinions or ideas, when I should encourage them and see things from their point of view. According to Carnegie, to be successful in life and in my career, I need to show more respect for others
At the same time, wireless telecommunications are still confronted with competition from the traditional fixed-line telephone and VoIP telephone (“Company profile: Rogers Communications Inc.”
In marketing, customer relation is very important, since customers play the main role in achieving ones
UMESH MISRA MKT 6301 HARLEY DAVIDSON 1. A description of what you believe to be the key issue(s)/challenge(s) facing this organisation and justification. Marketing issues/challenges: • One of the marketing issues faced by Harley Davidson was, should they continue to sponsor posse rider or not. Crafting Posse ride in such a way that the company can capitalize on its success and its profit making potential.