Models and Methods of Measuring †Free Samples to Students

Question: Discuss about the Models and Methods of Measuring. Answer: Introduction: The customer complain are recorded in database has different dimension of visualize the relationship of complain with various aspect. We will analyse one by one to see which part is more responsible for making the customer unhappy The customers complain reveals that the highest customer complaint done by customer C4 followed C3, The number of complain for C4 is 19 and after that it is 8 for C8, In this condition we can say that out 720 complaint this amount is very less, and another thing is that rest of the complaint done by the customers are almost evenly distributed to 4 complaint per customer. This analysis shows that there is some problem which is not related to customer side but it is from product side We have to find other way of analysing the database which is more from product side. It is always true that, all customers are not going to complain about product. Only one third of the customer are making complain about and they are genuine also (Gilmore, 2010). The graph of complaint type describes that, about 70 per cent of customer is related with first three reasons; these reasons are delivery, wrong quantity and Lost in transit related complaints, It good idea to look for all the data, but if we look for root cause of problem we have to see the top most reason for complaint and these three are comes under it. It is also true that 68 per cent of customer though is they are not been taken care by supplier(Flynn, 2014). The third one comes in this category is loss in transit, generally material is transported by third party and due to competitive market they are also in rush of transferring the material as fast as possible. This reason is making most the mistakes during transit; internal transit also makes some damage to material (Gomes, 2011). After visual of bar graph related with product family it is clear that This graph identical with customer wise, the and lowest is 55 and 48 respectively, this also suggest that The complaint is not related with one particular product rather it is also distributed among all product. The product wise average complain is also similar to lowest one. In order to achieve the excellence customer service we have to interpret ate all aspect of problem, even a smaller one. A small problem can cause big mistake in the area of supply chain (Gomes, 2011). It is general custom of assumption about customer that, they knows about the product very well, handling and damage also occurs from another side also which is causing complaint against us. The analysis regarding CSR staff not very effective as compared to product family, The CSR staff group having five members and each member are related with 150 customer complaints which related with almost even distribution. Suggestion and solution Out of the four different analyses, my suggestion is that we have to look for product wise categories, because entire reason in this category has paramount importance the other reason except there is also very crucial for complaint management, and attending these category we can generate more fruitful results than other categories. The first and foremost thing we have to apply check on entire movement of supply chain, barcoding is good option, tracking of material through information system is also very helpful in reducing delivery complain. We can also implement checklist at various stage so that important things cannot be passed unattended. Check list while receiving the martial to warehouse, checklist while placing the material in warehouse, most important thing checklist for packing configuration used for product, whether it is as per customer requirement or not. Each and every root cause should be embedded with the key performance indicator; it is measurement tool of quality of product or services for success for an organization. It is not only implemented in warehouse but also in production area of the company (Gulc, 2017). Inter departmental cooperation is important thing when it is related to outstanding customer service. For this purpose the logistic, the operation should be designed in such a way that both are integrated and only serve the purpose of customer satisfaction. This was first modelled in 1989 by Mentzer and it is being known as Mentzer, Gomes and Krapfel model. (Laing, 2012). Conclusion The above analysis and suggestion concluded in such a ways that, the importance of delivery and after sales services also having same importance as production. Therefore, better integration between these two and involving shop floor person in improvement is the key idea of reducing customer complaints in any department. Bibliography Flynn, B. (2014). lobal Supply Chain Quality Management (1st ed.). New York: CRC publication. Gilmore, A. (2010). Services Marketing and Management (2nd ed.). London: Sage Publication. Gomes, R. (2011). Physical Distribution Service. Jams, 1(1), 1-10. Gulc, A. (2017). Models and Methods of Measuring the Quality of Logistic Service. Project, and Production Management, 255(264), 1-10. Laing, A. (2012). Managing and Marketing Health Services (2nd ed.). London: Thomson.