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The company prides itself on a very high quality service, looking after customers, allowing the, to try the different products before they buy, as well as providing a high level of after sales service. The impression of high quality starts with the clean crisp image of the shops, and a layout where there are tables set out with the different devoices to allow customers to wonder in and try them without a heavy sales pitch.
To assess and document the process it is possible to create a flow chart. The usual approach is to create a chart which looks at the basic tasks which are undertaken in the process, stating with the customer walking through the door. Although not undertaken in this presentation it is also possible to create a chart to movement or motion chart, which will show where the tasks take place.
Slide 5
The process is being measured by looking at what is done, with the process flowchart written for the tasks undertaken by a member do the sales staff. The process starts when the customer walks into the store. They are greeted by a member of staff at the door, and allowed to browse. After they have browsed...
If the customer wishes to continue 'just looking' they are then left to browse, after which they may leave to look for help. Those customers who are looking for help, or answer yes, will then be asked if this is for a new product or an existing product, if it is for a product they already own they will be taken (in person) to an member of staff that deals with the existing purchases.
If the customer is enquiring about a new product, the member of staff will help them in an appropriate manner, if they do not wish to make a purchase the staff member makes sure they have all the information needed and assures them of future help if they need it. This process occurs often, as customers may visit several times before making a purchase. The high quality service helps to encourage a future purchase (Kotler and Keller, 2011). If a purchase is made the sales person will process the payment on a wireless hand held device, and ask the customer if they want the receipt printed or emailed. If it is to be emailed, the email address is collected and receipt sent, if the
Slide 5
The process is being measured by looking at what is done, with the process flowchart written for the tasks undertaken by a member do the sales staff. The process starts when the customer walks into the store. They are greeted by a member of staff at the door, and allowed to browse. After they have browsed for a while a member of staff will ask them if they would like some help. If the customer wishes to continue 'just looking' they are then left to browse, after which they may leave to look for help. Those customers who are looking for help, or answer yes, will then be asked if this is for a new product or an existing product, if it is for a product they already own they will be taken (in person) to an member of staff that deals with the existing purchases.
If the customer is enquiring about a new product, the member of staff will help them in an appropriate manner, if they do not wish to make a purchase the staff member makes sure they have all the information needed and assures them of future help if they need it. This process occurs often, as customers may visit several times before making a purchase. The high quality service helps to encourage a future purchase (Kotler and Keller, 2011). If a purchase is made the sales person will process the payment on a wireless hand held device, and ask the customer if they want the receipt printed or emailed. If it is to be emailed, the email address is collected and receipt sent, if the
Operations Management Our supply chain has called a team of manufacturing and material experts to figure out how the impossible can be made possible. Being a telecommunication company, the team discovered it could use a customized laser to poke holes in the aluminum small enough to be nearly invisible to the human eye but big enough to let light through. Our company has since realized that it needs lots and lots
The areas where there is a divergence from the desired outcomes can then be examined to identify why there is a divergence and assess how that divergence may be decreased (Breygogle et al., 2001). Different approaches to implementation of 6 Sigma exist, DMIAC is one of these, with the different stages being define, measure, analyze, design and verify. Slide 4 The definition of the issue for Riordan is how to improve the
The second area of waste is seen when the customer is asked if they want help for a new product or an existing product, where there is an exiting product query the costumer is taken to a different member of staff. This occurs despite the fact most of the staff have a very good knowledge f the existing products, undertaken as part of their training. This also increases the complexity
Critical Path The author of this response is asked to look at a project management scenario. There are two questions posed with that scenario that the author of this response is expected to answer. The first question is what the critical path is for RockFest and how long the project will take given the paths involved. The second question asks the author what activities the author of crash if step B
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Operations Consulting Proposal for Google Organizations in the current business world face a considerable range of challenges that threaten their performance. These challenges include competition, constantly changing consumer needs, and technology among others. In response to these, businesses are required to embrace business models that will ensure the competitiveness and performance of companies in their markets. The following study examines the problems that Google experiences and the strategies it requires to