1. What are the differences between high and low customer contact service (CCS) businesses, in general, for the dimensions listed below?
1. What are the causes of the quality problems on the Greasex line? Display your answer in a fishbone diagram.
2) What general steps should Hank follow in setting up a continuous improvement program for the company? What problems will he have to overcome to make it work?
Steps to setting up continuous improvement:
1. Brief his plan to upper management to get their support. 2. Brief his plan to supervisors so they can work as a team to implement the changes. 3. Needs to brief his plan to employees and get input, so employees feel they are involved in the process. This will allow employees to accept the implementation of the improvements/change more easily because they will feel like they played a contributing part of it 4. Have a formal training program for new employees so that they know how to work the machinery correctly. 5. As each milestone is met on the improvement of their product, he must come up with some incentives for employees to make sure it continues. As the quality of their product increases he will need to set goals. 6. He will need to get the vendor of the nozzles to correct and replace the defective ones. 7. Next item Hank will have to take care of is scheduled maintenance for the filling machine or replace the current one for one that is designed properly to get the job done. 8. The last implementation Hank needs to do is the testing of the cans for ease of filling and performance- this will ensure safety issues won’t happen in the future and that there are no defects. The main problem Hank will need to overcome to make improvements is dealing with the attitude of the current employees, manufacturing management and supervisors. He will need to instill that quality over quantity is important and that customer satisfaction will increase which will increase...
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