A systems study on the quality service department of ABC Company

• Main Authors: Dumaraos, Charissa, Lim, Leonid, Wong, Stephanie
• Format: text
• Language: English
• Published: Animo Repository 2006
• Subjects: Customer services > Philippines; Quality control > Philippines; Engineering
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/6869
• Institution: De La Salle University

This study conducted on the relationship management aspects of ABC Company's Quality Service Department. Analysis of the system revealed that the CSC is unable to maintain a system performance target which is handling at least 90% of total transactions within set response time standards. Inability to provide service to customers within committed times could lead to dissatisfied customers. Dissatisfied customer could lead to lost future dealings with the customer. Estimated lost sales totals Php369,707.50 from potential lost customers%. Analysis was done to the operations of the CSC to identify the probable causes leading to CSC's inability to provide feedback within standards. From identifying non-compliance causes from CSC transactions recorded from actual CSC observation period, two major causes to the problem were identified. Using Pareto rule of 80%, identified major causes was trimmed down to inability to send out e-mail feedback to customers due to unavailability of QSDUH and long time needed to prepare the feedback due to the long processing of other departments for the transaction. Probable solutions to correct the major causes of the problem were identified. Using KTDA, the solutions to be undertaken for the system were selected. To prevent e-mail feedback delays, officers that will process e-mail feedback whenever QSDUH is unavailable to prevent feedback delay were identified. They are the IMC Head and QSDUH. The problem of long processing at other departments is mainly external and there were no identified ways to simplify the process based on the proponent's time study done during immersion to the CSC transactions processing activities. Proposed step that CSC should undertake is to adjust time standards to system transactions handling capacity. It was also proposed that recording of transaction information should be done electronically to automate and simplify transactions handling activities of the CSCA. This would free up time previously used by CSCA for recording of CSC transaction information.