Impact_Computers

Impact_Computers - Florida International University Total...

Info iconThis preview shows pages 1–5. Sign up to view the full content.

View Full Document Right Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: Florida International University Total Quality Management for Engineers Spring 2011 Team Members: Lindsey Sanders (Leader) Praneetha Boda Qian Wang Jorge Medina Impact Computers is dedicated to the business of computer replacement parts distribution. Impact Computers is an outsource facility that supplements the existing channels when they fail in their attempt to satisfy customer requirements. Impact Computers serves every imaginable customer, from the general market, to businesses, schools, hospitals, and government institutions. 16 Year Anniversary (1995-2011 http://www.impactcomputers.com/ The problem: The number of sales that are produced each day are about 60% less than the contacts each sales representative have with a potential customer via phone or email. …6 OUT OF 10 POTENTIAL SALES ARE MISSED Purpose of the Project: • Strengthen the process of initial contact each sales representative have with a potential customer. • Double daily sales. • Strengthen customer satisfaction and draw more returning customers. Goals: •Identify the cause of daily missed sales. •Improve the process starting from the sales person initial contact with the customer through the time an order is actually placed in database. Deliverable from this phase : Project Charter Improving Customer's Satisfaction through sales Impact Computers and Electronics Lindsey Sanders [email protected] 786-597-6306 Impact Computers Sales Department Interactive Sales February 7, 2011 April 19, 2011 $3 00,0 00 per mont h Expect ed Cost $1 00 overall Problem or Issue Purpose of Project Goals Expect ed Deliverables Wit hin Scope Out side of Scope Key Mile st one St a rt Comple t e Form Project Team / Prelim inary Review / Scope 01/18/ 11 02/ 01/11 Finalize Project Plan / Charter / Kick Off 02/02/ 11 02/ 13/11 Define Phase 02/13/ 11 02/ 15/11 Measurement Phase 02/15/ 11 03/ 01/11 Analysis Phase 03/01/ 11 03/ 15/ 011 Improvement Phase 03/15/ 11 03/ 29/11 Control Phase 03/29/ 11 04/ 05/11 Project Summary Report and Close Out 04/05/ 11 04/ 19/11 Ident ify the cause of daily missed sales. Reduce t he t otal order processing t ime. Our process to improve on w ill begin with t he sales person initial cont act wit h t he cust omer through the t ime an order is act ualy placed in our dat abase. The number of sales t hat are produce each day are about 60% less t han t he cont act each sales represent at ive have with a pot ent ial customer via phone or email. This result s in missed sales and lessen the init ial cust omer's expect ation and sat isfaction....
View Full Document

This note was uploaded on 12/03/2011 for the course EIN 5226 taught by Professor Staff during the Fall '11 term at FIU.

Page1 / 18

Impact_Computers - Florida International University Total...

This preview shows document pages 1 - 5. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online