Market Research
( BSBMGT401 A) Assessment 3 BURAK LACIN 20120124
PROBLEM SOLVING GROUP
Scenario 1
PROBLEM DEFINITION
Impact of the problem :
Amount of sales reduction.
Who is impacted:
Clients.
Behavior that need to change : lack of experience & awareness.
Who need to change the behavior :
Customer service employees of Star software Co.
THE 5 Whys TECHNIQUE: Problem Statement : Customers are unhappy of late shipment of the products. | Question 1: Why the products delivery late to the customers warehouse? | Because some customer service employees of star software are not happy with their present Job locations. | Question 2: Why the customer service staff not happy? | Because they doesn’t like their present manager. | Question 3: Why the product shipments are received late every day? | Because The star software delivered the product late . | Question 4 : Why the manpower is shortage at the ware house? | Because of high turnover of staff. |
BURAK LACIN 20120124
PROBLEM SOLUTION TECHNIQUES :
Idea Writing | Idea 1: Use proper database for the products Idea 2: Use proper time frame Idea 3: Communicate directly to the customer after delivering the goods through phone or email. | Brainstorming | Record every shipment instantly Draw timing diagram Use bar code technique | Affinity diagram | The best idea selected for idea 3 Record individual tasks |
BURAK LACIN 20120124
RISK MANAGEMENT PLAN: Risk | Possibility ( 1- 10) | Severity ( 1 -10) | Risk value = Possibility * severity | Action to be taken | Losing customer | 9 | 7 | 63 | Arrange meeting with customer | Loss of company’s Good will | 4 | 5 | 45 | Issue warning letter to the right person. | Loss of profit | 3 | 5 | 15 | Proper monitoring |
ALEXANDRA FEEDBACK: the HR department did not employ the number of
PROBLEM SOLVING GROUP
Scenario 1
PROBLEM DEFINITION
Impact of the problem :
Amount of sales reduction.
Who is impacted:
Clients.
Behavior that need to change : lack of experience & awareness.
Who need to change the behavior :
Customer service employees of Star software Co.
THE 5 Whys TECHNIQUE: Problem Statement : Customers are unhappy of late shipment of the products. | Question 1: Why the products delivery late to the customers warehouse? | Because some customer service employees of star software are not happy with their present Job locations. | Question 2: Why the customer service staff not happy? | Because they doesn’t like their present manager. | Question 3: Why the product shipments are received late every day? | Because The star software delivered the product late . | Question 4 : Why the manpower is shortage at the ware house? | Because of high turnover of staff. |
BURAK LACIN 20120124
PROBLEM SOLUTION TECHNIQUES :
Idea Writing | Idea 1: Use proper database for the products Idea 2: Use proper time frame Idea 3: Communicate directly to the customer after delivering the goods through phone or email. | Brainstorming | Record every shipment instantly Draw timing diagram Use bar code technique | Affinity diagram | The best idea selected for idea 3 Record individual tasks |
BURAK LACIN 20120124
RISK MANAGEMENT PLAN: Risk | Possibility ( 1- 10) | Severity ( 1 -10) | Risk value = Possibility * severity | Action to be taken | Losing customer | 9 | 7 | 63 | Arrange meeting with customer | Loss of company’s Good will | 4 | 5 | 45 | Issue warning letter to the right person. | Loss of profit | 3 | 5 | 15 | Proper monitoring |
ALEXANDRA FEEDBACK: the HR department did not employ the number of