The Case Of A Complaining Customer - Executive Summary

The Case Of A Complaining Customer Executive Summary Presto Cleaners is Mr Shelton s regularly used laundrette, he feels that although their prices are more than local competitors, the friendly staff, longer opening hours and convenience makes up for this. This opinion has now changed following recent events. Mr Shelton drops off hes laundry for a service clean, and when he arrives at the store to collect it he s was informed that a new computer system has been installed and this is to improve services for customers. Unfortunately when Mr Shelton arrives at the store a few days later, he s informed that his laundry had been misplaced! The store carry out a thorough search of the store and it becomes apparent that the laundry†¦show more content†¦ Goal 1: Set up a continuous improvement program, develop a TQM. Goal 2: Refer to theorists to help develop business plans. Drucker’s Theory of Business – in brief Drucker characterizes the assumptions that comprise an organization’s Theory of Business by stating:â€Å"These assumptions are about markets. They are about identifying customers and competitors, their values and behavior. They are about technology and its dynamics, about a company’s strengths and weaknesses. These assumptions are about what a company gets paid for. They are what I call a company’s theory of the business. . . . . . A well-articulated Theory of Business helps organizations understand what to do.† Drucker lists four specifications for an organization’s Theory of its Business:1. The assumptions about environment, mission, and core competencies must fit reality.2. The assumptions in all three areas have to fit one another.3. The theory of the business has to be tested constantly.4. The theory of the business must be known and understood throughout the organization. Goal 3: cOMPANY TO LOOK AT LEADERSHIP AND STRATEGICAL PLANNING Refering to Baldridge. Management to take refresher course in operations and custmer service managemtn Goal 4: Communication to be improved on Management – Employee – Customer Goal 5: Company needs to provide total quality management, At its core, total quality management (TQM) is a management approach toShow MoreRelatedBlozis Company1358 Words   |  6 PagesSUPPLY CHAIN MANAGEMENT STRATEGIC LEADERSHIP PROGRAM Module Two Procurement and Supply Management Blozis Company Case Stu September 28, 2012 Table of Content Executive Summary Page Part 1 Executive Summary 2 Issue Identification Part 3 Immediate Issue 3 Part 4 Systematic Issue 3 Environmental amp; Root Cause Analysis Part 5 Qualitative Analysis 4 Alternatives Part 6 Alternatives 5 Recommendations Read MoreA Report On Westpac Bank Essay902 Words   |  4 PagesExecutive Summary These reports focuses on Westpac bank and gives an depth view of the operational issues that often customers complain about and their likely effects. The report outlines how Westpac bank can use Total quality Management to solve its operational problems and deliver proper customer service to its customers. In coming up with the report I have used several scholarly articles, customers feedback from social media hurdles of Westpac Bank and the recommended class texts. Read MoreThe Professional Conduct Laws And How They May Affect Me1530 Words   |  7 PagesAct, information surrounding delegated legislation under the Legal Services Act, cases that have occurred under the Act and the impacts that the Act may have on me specifically in and out of the profession. I will look in depth at delegated legislation regarding who is able to create delegated legislation and also finding a piece of legislation and giving details on what it is about. I will look at a number of cases, explaining what occurred in them, the judges involved and the final outcomes. FinallyRead MoreAlliston Instruments 21428 Words   |  6 PagesAlliston Instruments-Case Study Executive Summary In 2011 two Asian firms entered the Canadian market in 2011. An Asian competitor made a major sales push by slashing prices in late 2011, cutting dramatically into Alliston’s sales in 2012. This move caused Alliston to lay-off 50 employees their largest layoff in company history. Alliston introduces new products to its line to counter the Asian firm but employees had no interest in working on the new products and preferred the old products to workRead MoreHistory of WalMart: Recognition and Reward of Employees2092 Words   |  9 PagesTable of Content Executive Summary Introduction History of Wal-Mart Recognizing and Rewarding Employees Labour Relations and Collective Bargaining Conclusion Bibliography Executive Summary In this paper, I will discuss the company Wal-Mart, which is a worldwide known retailer. I will particularly address two chapters. The first part of the paper will describe the way Wal-Mart’s employees are rewarded and recognized for their work. The second part will discuss the much controverted: labourRead MoreThe Managerial Responsibilities Of Bec s Current Structure2153 Words   |  9 Pages Group 15 BEC Case Study BEIJING EAPS CONSULTING INC. Sercan Aktas, Subhashvel Raja, Elena Guseva, Rajesh Salhotra 8-4-2014 Executive Summary There are some concerns regarding the managerial responsibilities in BEC’s current structure. Employees are confused and they are complaining about the task they receive from both the department managers and the project managers, and this leads to conflicts in deadlines, prioritizing errors etc. Another problem is that the employees do not know who theirRead MoreThe Poor Corporate Culture At Lazier Industries1775 Words   |  8 Pages LAZIER INDUSTRIES August 2015 Shaun Branam Table of Contents Executive Summary 3 Introduction 4 Analysis 5 Conclusions and Recommendations 9 Bibliography 11 Executive Summary The problem in the case is the poor corporate culture at Lazier Industries. Although the company is performing well, there is dissent amongst managers, VP’s and employees which is spreading rapidly. The underlying issue is Bob LazierRead MoreTrophy Project3154 Words   |  13 PagesThe Trophy Project   |    | Save Paper | Category: Case Study Analysis | Word(s): 3104 | Page(s): 13 | View(s): 1572 | Rank: 0 |    | [pic] TABLE OF CONTENTS   Ã‚   1. EXECUTIVE SUMMARY   Ã‚   2. INTRODUCTION   Ã‚   3. QUESTION 1   Ã‚   4. QUESTION 2   Ã‚   5. QUESTION 3   Ã‚   6. QUESTION 4   Ã‚   7. CONCLUSION   Ã‚   8. BIBLIOGRAPHY   Ã‚   1. EXECUTIVE SUMMARY | The lack of support from top leadership on The Trophy project compounded Reinhart’s problems and made managing the project a completeRead MoreThe Trophy Project3158 Words   |  13 Pages[pic] TABLE OF CONTENTS 1. EXECUTIVE SUMMARY 2. INTRODUCTION 3. QUESTION 1 4. QUESTION 2 5. QUESTION 3 6. QUESTION 4 7. CONCLUSION 8. BIBLIOGRAPHY 1. EXECUTIVE SUMMARY The lack of support from top leadership on The Trophy project compounded Reinhart’s problems and made managing the project a complete nightmare. This was also mainly due to the fact that there was no business case formulated for this project. The baseline plan might have beenRead MoreBlozis2745 Words   |  11 PagesProcurement and Supply Management Module 2 Assignment 2 Case Study Blozis Company John Bernard PMAC ID# 304012 September 28, 2012 Instructor: Nikki Raycraft TABLE OF CONTENTS TABLE OF CONTENTS 2 EXECUTIVE SUMMARY 3 ISSUE(S) IDENTIFICATION 3 ENVIROMENTAL AND ROOT CAUSE ANALYSIS 6 ALTERNATIVES AND OPTIONS 8 RECOMMENDATIONS 8 IMPLEMENTATION 13 MONITOR AND CONTROL 13 EXHIBITS 15 EXECUTIVE SUMMARY Blozis Company has grown from a small manufacturer into a very