According to the survey recently performed on ABC Bank, it has been found that there has been a big decrease in the number of customers over the past six months. This is due to poor customer service. Therefore, Peter Sellers, as the Manager of the bank, needs to confirm the same and make a report about the issue as soon as possible.
In order for Peter to be able to identify the customer service satisfaction or problems, he will use different methods to gather information from both internal and external customers. Suggestion boxes or comment cards will be available, to gather information, complaints and feedback, internally. There will be one-on-one questioning, observation as well as being able to do online surveys and/or fill survey forms, at their convenience. For external customers, feedback will be collected through emails, surveys, questionnaires and/or complete online surveys.
Peter has decided to use the brainstorming method so as to able to undertake solutions to the problems identified. According to him, brainstorming will be a useful way of generating radical solutions to the problems. Since brainstorming combines a relaxed, informal approach to problem-solving with lateral thinking, it asks that people come up with crazy and creative ideas and thoughts that can be crafted into original, creative solutions to the problem that needs to be solved, while others can still come up with more ideas. As brainstorming can be divided into two types: individual and group brainstorming; Peter has decided to go with individual brainstorming.
He feels that when his staff brainstorm on their own, they come up with more ideas (and often better quality ideas) than groups of people who brainstorm together. Eventually he will place his staff members into group brainstorming, as group brainstorming can develop ideas in more depth than individual brainstorming. It also helps everyone to feel that they have contributed to the solution and it reminds people that other people have creative ideas to offer. Most of the time, brainstorming is fun and it can be a great way for team building. Afterwards, he will combine the individual and group brainstorming, in order to get the best results out of all the ideas generated from the brainstorming sessions.
Changes will be transmitted to employees via emails, letters, memos, reports, bulletins, and electronic mail and will be communicated to the external environment through electronic mail, internet web sites, letters, advertisements, brochures, as well as news releases will be used. Sending messages through mobile phones will be used, since nowadays Mobile SMS has become a popular type of informal written communication. Meetings, conferences or conventions will also be convened internally.
Quality management can be considered to have four main components: quality planning, quality control, quality assurance and quality improvement. It does not aim to assure ‘good quality’ by the general definition, but rather to ensure that an organisation or product is consistent. It is focused not only on product/service quality, but also the means to achieve it. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality. According to Peter, International Organisational Standards (ISO) will be the best quality management system to ensure establishing quality organisational service standards.
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