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Customer Service Essay

1402 words - 6 pages

Introduction
This paper will examine how quality is linked to Riordan’s strategic plan and its strategic objectives. The analysis has been made of a process improvement plan in which the organization currently uses. Listed below are some tools and techniques that are used to measure quality and customer satisfaction within Riordan. Discussion will also include what party is ultimately responsible for quality assurance. Finally, a look at how Riordan’s process improvement plan is related to their strategic plan.
Quality in the Strategic Plan and Objectives
Quality is a key objective to any successful organization; this is true with the Riordan manufacturing group as well. The strategic ...view middle of the document...

The need for product support is furthermore a strategic objective that will enable Riordan to provide quality products and a bond with the customers. The standardizing of the plastic components will enable Riordan to gain improvements through quality and add to the volume pricing for the products.
Current Process Improvement Plan
Riordan has an ongoing process improvement plan specifically designed to address customer satisfaction. Customer satisfaction is essential in order to separate our organization from the competition and maintain our customer base.
The process includes the following steps;
Suggestion Program
Updates and Training
Completion Incentives
Team Development
Implementation Follow Up
The suggestion program consists of data collection from employees regarding ways they feel customer service might be improved. Currently, a “Chat Card” is enclosed in each paycheck and a convenient drop off at the paycheck collection location for anonymity.
Updates and training are offered online through the intranet or secured website for employees to catch up on policy and protocol changes. They are given an interactive “quiz” online to assist in assimilation of changes and maintenance of performance. Completion incentives provide a point system reward for each quiz completed. These points are submitted for prizes that range from gifts, gift cards to retail stores and limited time off with pay.
Team development consists of small groups in each department gathering on a consistent basis before hours for role play and short discussion of implemented improvements. Finally, a follow up team makes quarterly visits to each department to evaluate the implementation of the improvements and file a report with management for next review. Monitoring and managing the evolution of the employee workforce is a required success factor. (Managing Productivity, 2007)
Measuring Quality and Customer Satisfaction
Riordan works to meet and exceed quality and customer satisfaction goals. Goals are first determined by ability, cost, demand and need. Both quality and customer satisfaction are reliant on each other. In the plastics industry, Riordan strives to meet the individual, unique needs of its customers. This means that quality and customer satisfaction is determined on an individual basis, but many of the tools and techniques to measure this success can be used universally.
The most popular and effective method of measuring the success of quality and customer satisfaction goals is the various use of surveys. Surveys are used to obtain specific information before, during and after a process. Surveys performed before a process can assist in the development of the process. This allows Riordan to better meet expectations of customers and employees by providing necessary information to set goals. Surveys during a process give up to date feedback on how the process is going. Here, Riordan can see what areas are doing well and what areas...

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