Reference no: EM132243196 , Length: word count:1000
Operations Management Question -
POCA, an acronym that stands for "plan, do, check, act," is a technique in Total Quality Management that allows organizations to make improvements in processes and methods while constantly evaluating the results. Constant evaluation of processes and methods ensures the company is always taking steps to improve the efficiency of the organization. Management and employees both must adopt the continuous improvement mentality to make significant increases in efficiency and productivity.
Using the plan do check act approach, solve the customer complaint issue in an organization of your choice.
Question - Describe the situation of customer complaints. Relate to measurable metrics eg productivity loss, delayed waiting time, error, loss of money etc. DONT BE EMO!
Plan - Use 7 QC Tools, eg Brainstorm, Check sheet, Pareto chart etc; Form Task Force with Sponsor, use Functional Project.
Do - Implement the solutions, use Kaizen. Relate through a visual table that contains Problem (keep to 2), Action and KPI.
Check - Describe the action or method to ensure the performance/KPI is well captured. Use eg Monitor period of time.
Act - Relate a process flow if there is a deviation detected, what do you do. Plan a report back period to customer and management.
Instructions: Need 1000 words.
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