View the step-by-step solution to:

Key Issue #3: (Lack of processes) Identifying reasons for customer's complaints/returns good Recommendation: Time and time again, many companies fail...

Can you put some of this information in a powerpoint slide.

Key Issue #3: (Lack of processes) Identifying reasons for customer’s complaints/returns good Recommendation: Time and time again, many companies fail to identify their processes and ways to improve the process. CanGo is one company that is facing some issues with what happens when a customer complains about receiving the wrong order. The CanGo team needs to collectively meet and brainstorm some free flowing ideas to expand their perspective towards generating their thoughts about this issue. They do this first by operationally defining the overall problem in which we have clearly identified. This allows the team to clearly understand the problem they are facing and the purpose of their brainstorming session. The next step is to use a systematic approach by utilizing one of the seven quality tools, which is the Cause and Effect (Fishbone) Diagram. Good idea, maybe they can flow chart their process also It can be used to investigate the causes of effects to suggest solutions and correcting problems with efficiency. Some of the causes could possibly be the computer system/data integration from old system to new (machine), lack of skills from the CanGo team (people), the processes and methods are not standardized and clearly defined and the list goes on. The process they should take with this Fishbone diagram is as follows: 1. CanGo needs to clearly and concretely define the problem-symptoms. 2. Identify these causes (Methods, computer, components of the process etc. 3. CanGo team needs to ask during there brainstorming session: What is it about this factor that would cause this problem for the customer? Repeatedly ask, “Why and what happened?” This is a valid open-ended question for the CanGo team. 4. Don’t stop here CanGo Team, repeat step 3. The CanGo team needs to continue this process until their ideas, thoughts, and beliefs have been exhausted.
Background image of page 1
5. Each CanGo member needs to have a copy of this diagram, and they need to strategically assign an importance to each cause based on data analysis and mark the causes that seem to have a significant impact on the effect or the problem. There is a possibility that CanGo can identify the important causes while exploring mutual relationships of these causes prior to planning an initiative to resolving the problem. 6. CanGo should allow the diagram to incubate by further facilitating an in-department insight by all team participants. The goal for CanGo is to get to the root cause of the problem by helping in a team consensus building environment towards a problem resolution. All it takes is for them to P lan, D o, C heck, A ct, meaning plan the improvement, do the improvement process, check for its effectiveness by analyzing the results and act by standardizing the process for improvement. But CanGo needs to take this process improvement one step further for quality assurance. In conjunction to the fishbone diagram, they can use another tool called a “Flowchart.” The flowchart should depict a flow process such as this one listed below.
Background image of page 2
Show entire document
Sign up to view the entire interaction

Top Answer

Dear Student Please find... View the full answer


1. We will check From the starting point, that who is responsible to handover that particular order?
2. When we have that particular information, now we will turn on the point, that what...

Sign up to view the full answer

Why Join Course Hero?

Course Hero has all the homework and study help you need to succeed! We’ve got course-specific notes, study guides, and practice tests along with expert tutors.


Educational Resources
  • -

    Study Documents

    Find the best study resources around, tagged to your specific courses. Share your own to gain free Course Hero access.

    Browse Documents
  • -

    Question & Answers

    Get one-on-one homework help from our expert tutors—available online 24/7. Ask your own questions or browse existing Q&A threads. Satisfaction guaranteed!

    Ask a Question
Ask a homework question - tutors are online