Quality Case Study
|Case Study :: Bringing Back Customers to 'Just Shop Here'
by OS Balaji - a Quality Management Professional with experience in implementing Quality management systems across diversified industries. Worked along in ISO 9001:2000, CMM, CMMi, Six Sigma & TS 16949. Click here for his blog.
Pranav was a worrisome manager of ‘Just Shop Here’, after he started getting complaints from customers at a rate of 3 complaints for every 10 customers serviced. Supermarkets are highly customer service oriented business. The complaints were targeted towards deficiency in service. The state of business started giving Pranav sleepless nights.
After spotting this trend for one month he called in all his departments heads, brainstormed, discussed with facts and boiled down to set of causes that were the sources of problem. All areas spanning across - men, material, methods were put under introspection. He was all set to find solution for various causes undermined. (1)
This is when he roped in Veeru, a freelance consultant to help him out of trouble. On analysis they found major causes for service deficiency:
After six months things changed dramatically and it was the day, Pranav called Veeru and said "Veeru, thanks a lot. After implementing all your suggestions we are doing very well and you know what, I am on the way to collect the Best Supermarket award for the region".
a. What are the five different quality techniques/tools that had been made used in various situations
b. What would have been Veeru’s guidance for problem related to 'inconsistent supplier performance'?