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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The mid review draft report outlines the nature of business of the client, the literature review, the problem definition and research methodology, analysis and interpretation proposed to be used in the research done during the primary research phase.
Customer feedback is important because in this way the company not only found out problems but also gained better knowledge of what customer wanted and demands.
... rewards. Besides Manufacturing, Postponement, and Fulfillment services, PCH also offers services in creative, engineering, logistics, and compliance management. With all these services, PCH has taken a sizable chunk of liability. If any aspect fails along the supply chain, it is PCH’s responsibility to fix it. At the forefront of PCH’s risk management strategy is knowledge. Furthermore, PCH has implemented an aggressive environmental policy and supply chain security policy as well as requires all of their suppliers to be ISO Certified. With these requirements to work with PCH as well as their relentless effort to gain knowledge with their suppliers and clients, PCH has been able to manage their risks and make them a minimum. Though forecasting in such a volatile industry is tough, with proper supply chain management, PCH has avoided being under the weather.
This summary report will provide an overview of the decisions we made as a team, the strategies we used and an evaluation of the final results. This report will also reflect on the learnings on how to successfully manage an organization.
These include the company 's traditional management style, limited flexibility and adaptability within management and their poor performance assessments process. City Couriers should also assess their external environment regarding their economic position, political or legal changes, social implications, technological transformations as well as any variation in regards to competitors, customers and suppliers (Aguinis, 2014; Stone, 2013). The most significant external factor currently affecting the firm is the threat of legal action due to the current appraisal form which is only used for non-managerial staff. Therefore, the company would need to consider how they can thoroughly address the complaints to reduce the occurrence of legal action regarding their appraisal
What information would you advise Sarah to include in the company’s policy and procedures manual relating to client complaint and dispute resolution as well as guidelines for employee conflict and dispute resolution strategies?
2.It is essential to have full and up-to-date details of the agreed ways of working as we need to follow all the policies and procedures as well as all the specific requirements and needs of each
Overall outcome will need to include evaluation if the right tools are being provided for the jobs at hand or if they are lacking. Tools are needed and provide support for practicing high quality customer service on a daily basis. By investigating and identifying quality problems in the office and facility process, solutions to the problems will be easy to correct and will be added success for the Leading Edge Training Program.
Plastics Engineering manufacturing and handbook (Volume 2) (Dominik V Rosato, Donald V Rosato, Nick R Schott) PAGE: 1300-1303
The client care letter will briefly explain how and to whom to address any initial complaints. It would be best practice to enclose a copy of the firms’ complaint procedure within the letter, which provides more in-depth information in respect of the complaint handling procedure. It is not essential to enclose this document but it should be available if the client requests this at a later date.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
The methodology adopted in this paper was the following. First, the composition and the life cycle of plastics were briefly discussed. Second, the benefits from plastics were elucidated and their inevitability in India established. Third, the ecological harms and health hazards caused by plastics were elaborated. Fourth, the viability of command-and-control measures for addressing these harms and hazards was 21 investigated. Finally, the competence of market-based solutions in this regard was
The positive point is that the items for companies do get delivered on time and intact undamaged. Customer service is extraordinary because of qualified staff which can handle orders and know how to react in every situation concerning the consumer or customer, moving on the up to date facilities and fleet management that make their services uptime 24/7 and destination’s all over the world. Finally, it provides all these services within a certain amount of money which is neither expensive nor cheap.
able to be provided. This provides early feedback as to whether program implementation proceeded as intended. Barriers encountered and possible changes to the original service delivery model will be encountered. Thus process evaluation helps to answer questions about why a program’s intended outcomes were achieved or not achieved. 2
How the product complaint should be handled. The root cause analysis and mechanism to resolve Supply Chain process which caused the complaint is also important.