systematic problem solving
Systematic Problem Solving/Problem Finding Strategies to Improve Customer Satisfaction and Efficiency
Problem-solving is a psychological process that involves discovering, analysing and solving problems. The eventual goal of problem-solving is to overcome hurdles and find a solution that resolves the issue. Problem solving strategies are common in place of business. That’s why entrepreneurs are called problem solvers. When they solve a problem a new value is created and it also enhances customer satisfaction and efficiency. There are various road maps (DMAIC or PDCA) of problem solving methods used by different entrepreneurs for different types of problems to be solved, such as identify the problem, brainstorming, selecting the appropriate solution and implementing it. With a focus on systematic problem solving/problem finding strategies this article analyses on how entrepreneurs are the main source in improving customer satisfaction and efficiency.
1. Developing a Process For Better Customer Satisfaction
(Identify the Problem – service strategy):
A customer service strategy is the best step for an entrepreneur to create a culture that supports quality customer service. He should have a good knowledge of who his customers are, what they want and creating systems to meet their requirements. This will help them in identifying a problem within no time. For example, if the receptionist (Dell) has the duty of tracking caller complaints of a certain product, there should be a set of guidelines and parameters fixed by the entrepreneur so the receptionist can identify the problem without any difficulties, and that will help them to resolve the issue, soon as the issue is identified the sooner the problem gets resolved. The above example illustrates that the entrepreneur is aiming to provide quality service without any time wastage and is creating a value for the product. Companies which don’t give good service lose customers and struggle to fix their damaged
Problem-solving is a psychological process that involves discovering, analysing and solving problems. The eventual goal of problem-solving is to overcome hurdles and find a solution that resolves the issue. Problem solving strategies are common in place of business. That’s why entrepreneurs are called problem solvers. When they solve a problem a new value is created and it also enhances customer satisfaction and efficiency. There are various road maps (DMAIC or PDCA) of problem solving methods used by different entrepreneurs for different types of problems to be solved, such as identify the problem, brainstorming, selecting the appropriate solution and implementing it. With a focus on systematic problem solving/problem finding strategies this article analyses on how entrepreneurs are the main source in improving customer satisfaction and efficiency.
1. Developing a Process For Better Customer Satisfaction
(Identify the Problem – service strategy):
A customer service strategy is the best step for an entrepreneur to create a culture that supports quality customer service. He should have a good knowledge of who his customers are, what they want and creating systems to meet their requirements. This will help them in identifying a problem within no time. For example, if the receptionist (Dell) has the duty of tracking caller complaints of a certain product, there should be a set of guidelines and parameters fixed by the entrepreneur so the receptionist can identify the problem without any difficulties, and that will help them to resolve the issue, soon as the issue is identified the sooner the problem gets resolved. The above example illustrates that the entrepreneur is aiming to provide quality service without any time wastage and is creating a value for the product. Companies which don’t give good service lose customers and struggle to fix their damaged
References: Woods, D.R., Hrymak, A.N., Marshall, R.R., Wood, P.E., Crowe, Hoffman, T.W., Wright, J.D., Taylor, P.A., Woodhouse, K.A., & Bouchard, C.G.K. (1997).Developing problem-solving skills: Newell, A. & Simon, H. (1972). Human problem solving. Englewood Cliffs, NJ: Prentice Hall Beinstock, E. (1984). Creative problem solving (Cassette Recording). Stamford, CT: Waldentapes. Rubenstein, M. (1986). Tools for thinking and problem solving. Englewood Cliffs, NJ: Prentice-Hall. Schnelle, K. (1967). Case analysis and business problem solving. New York: McGraw-Hill Polya, G. (1971). How to solve it. Princeton, NJ: Princeton University Press. (Originally published in 1957).