The Imortance of Sytems, Processes, and Exercise in Small Business

1059 Words3 Pages

Introduction:

The review of systems, processes and policies is an exercise that many Small Medium Enterprises overlook and this is certainly evident at Promax Engineered Plastics. To date the company has had a focus on sales and marketing without the focus on backroom procedure, thus the opportunity to reduce waste, improve flow and eliminate bottlenecks is significant.

This report is going to review the system of dealing with inbound customer complaints at Promax Plastics. It will look at the types of complaints and review the questions that the customer services representatives ask. It also will look at the current method with which communications are circulated and then recommend changes that need to be implemented throughout the report.

Given the level of customer complaints in the last 8 weeks this review is timely and benefits will be wide ranging and will result in consistent handling of customer queries, quicker resolution to outstanding cases and greater goodwill with clients.

Purpose:

The purpose of the system that is under review, (Inbound Customer Complaints) is to ensure a high level of professionalism and efficient, effective handling of these complaints ensuring the company provides an experience that meets or exceeds customer expectations and nurtures a long term relationship.

Objectives of this review include less confusion within the office with multiple parties chasing the same problem, meaning a more cohesive approach to solving client’s problems which in turn will show a higher level of professionalism. Secondly it will make way for consistency of behaviour across the company again ensuring the customer is dealt with effectively & efficiently in a caring proficient manner. Thirdly by documenting...

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...ure that enables people to work within established boundaries in an autonomous way” Fromm, Enrich . Escape from Freedom 1941

Summary:

In conclusion the review has provided a deeper insight around the critical aspects of the system, the types of complaints and prompted the creation of best practice within the organisation. It has identified critical aspects that need performance measures to ensure timely conclusion to issues. The standardisation of questions will provide consistency and the method of recording issues ensure better communication practices. By identifying the purpose and objectives it has ensured the process remains efficient and enhances the clients experience at Promax. It is recommended that the management and managers of divisions meet to discuss and review this report and schedule time in diary’s to train subordinates in the process.

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