Quality Managament Analysis
| Quality management Individual Assessment | ID: 4088943 | | | |
Word count: 2088
|
Executive Summary
This report deals with Benchmarking, Process Mapping and Continual Improvement Analysis of “iC Kiosk” and “Lacuna Cafe” which are both located on the Innovation Campus. It finds some problems in these stores in service efficiency, quality control of product and customer satisfaction, which are shown by fishbone charts and discussed.
Then, it also offers possible solution for the problems and tries to improve customer satisfaction, cost down and value increased by better human resource management, process adjustment, feedback system developed and time management.
Table of Contents 1. Introduction 4 1.1 Purpose 4 1.2 Method 4 2. Background to process management 4 3. Analysis current process maps 4 3.1 iC Kiosk current situation 4 3.2 Lacuna current situation 5 4. The benchmarking of iC Kiosk and Lacuna 6 4.1 Quality control of service and product 6 4.1.1 Human resource management 7 4.1.2 Efficiency of service 7 4.1.3 Utilize of equipment and place for seat 7 4.2 Time cost management 7 5. Revised maps 8 5.1 Expected benefits and improvement 8 6. Conclusion 9 References 10 Appendix A 12 Appendix B 13 Appendix C 14 Appendix D 15 Appendix E 16 Appendix F 17
1. Introduction
1.1 Purpose
This report is going to do “Benchmarking”, “Process Mapping” and “Continual Improvement Analysis” of “iC Kiosk” and “Lacuna Cafe”. These two stores are located in the innovation campus.
1.2 Method
This report will offer the background information of the two stores and then analyse the process of their service from customer enter to leave. These processes will be shown by the process maps which include the current situation of both two stores. After the analysis of process, it will compare between the two stores in benchmarking and discuss the improved version of process in many
Word count: 2088
|
Executive Summary
This report deals with Benchmarking, Process Mapping and Continual Improvement Analysis of “iC Kiosk” and “Lacuna Cafe” which are both located on the Innovation Campus. It finds some problems in these stores in service efficiency, quality control of product and customer satisfaction, which are shown by fishbone charts and discussed.
Then, it also offers possible solution for the problems and tries to improve customer satisfaction, cost down and value increased by better human resource management, process adjustment, feedback system developed and time management.
Table of Contents 1. Introduction 4 1.1 Purpose 4 1.2 Method 4 2. Background to process management 4 3. Analysis current process maps 4 3.1 iC Kiosk current situation 4 3.2 Lacuna current situation 5 4. The benchmarking of iC Kiosk and Lacuna 6 4.1 Quality control of service and product 6 4.1.1 Human resource management 7 4.1.2 Efficiency of service 7 4.1.3 Utilize of equipment and place for seat 7 4.2 Time cost management 7 5. Revised maps 8 5.1 Expected benefits and improvement 8 6. Conclusion 9 References 10 Appendix A 12 Appendix B 13 Appendix C 14 Appendix D 15 Appendix E 16 Appendix F 17
1. Introduction
1.1 Purpose
This report is going to do “Benchmarking”, “Process Mapping” and “Continual Improvement Analysis” of “iC Kiosk” and “Lacuna Cafe”. These two stores are located in the innovation campus.
1.2 Method
This report will offer the background information of the two stores and then analyse the process of their service from customer enter to leave. These processes will be shown by the process maps which include the current situation of both two stores. After the analysis of process, it will compare between the two stores in benchmarking and discuss the improved version of process in many
References: Flint, D.J., Blocker, C.P. & Boutin, P.J. 2011, "Customer value anticipation, customer satisfaction and loyalty: An empirical examination", Industrial Marketing Management, vol. 40, no. 2, pp. 219-230. Klassen, R.D. & Menor, L.J. 2007, "The process management triangle: An empirical investigation of process trade-offs", Journal of Operations Management, vol. 25, no. 5, pp. 1015-1034. Lo, K. 2008, "Earnings management and earnings quality", Journal of Accounting and Economics, vol. 45, no. 2, pp. 350-357. Loureiro, S.M.C. & Kastenholz, E. 2011, "Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal", International Journal of Hospitality Management, vol. 30, no. 3, pp. 575-583. Li, S.-. & Lee, L.-. 2011, "Using fishbone analysis to improve the quality of proposals for science and technology programs", Research Evaluation, vol. 20, no. 4, pp. 275-282. Mauch, P.D. 2010, Quality management: theory and application, CRC Press, Boca Raton. Spiteri, J. & Dion, P. 2004, "Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries", INDUSTRIAL MARKETING MANAGEMENT, vol. 33, no. 8, pp. 675-687.