Here there are sixteen (16) sentences, one is a core problem, some are effects (major and sub) of the problem and others are causes (major and sub) of the problem.
Task...List down the Core problem, causes of the problem and effects of the problemDraw a problem and objective trees based on the lists you created above. Furthermore, pick one solution (to the problem) of your interest and prepare its Project Matrix.The statements are as follows
1)Loss of profit
2)Decreases in purchases made by customers
3)Increase in the number of complaints and claims made by customers
4)Decrease in market share
5)Increase in product prices
6)Poor after-sales service
7)Strengthening of competence
8)Insufficient staff training
9)Product is damaged very quickly
10)Degradation of the image made by the company
11)Not enough productivityLoss of labour motivation
12)Poor product quality
13)Poor staff attitudeIncrease in raw material prices
14)Delayed product perfomance
Core Problem: Decrease in market share
Causes of the problem:
1) Decreases in purchases made by customers
2) Increase in the number of complaints and claims made by customers
3) Increase in product prices
4) Poor after-sales service
5) Strengthening of competence
6) Insufficient staff training
7) Product is damaged very quickly
8) Degradation of the image made by the company
9) Not enough productivity
10) Loss of labor motivation
11) Poor product quality
12) Poor staff attitude
13) Increase in raw material prices
14) Delayed product performance
Effects of the problem:
1) Loss of profit
2) Decrease in market share
Problem Tree:
- Decrease in market share
- Decreases in purchases made by customers
- Increase in the number of complaints and claims made by customers
- Increase in product prices
- Poor after-sales service
- Strengthening of competence
- Insufficient staff training
- Product is damaged very quickly
- Degradation of the image made by the company
- Not enough productivity
- Loss of labor motivation
- Poor product quality
- Poor staff attitude
- Increase in raw material prices
- Delayed product performance
Objective Tree:
- Increase market share
- Increase customer satisfaction (addressing complaints and claims, improving after-sales service)
- Reduce product prices
- Improve after-sales service
- Enhance company image
- Increase employee productivity and motivation (staff training, addressing staff attitude issues)
- Improve product quality
- Manage raw material prices
- Ensure timely product performance
Solution: Improve after-sales service
Project Matrix for the solution "Improve after-sales service":
Objective: Enhance after-sales service
Actions:
1) Conduct a customer feedback survey to identify areas of improvement
2) Train customer service representatives on effective communication and problem-solving techniques
3) Implement a system for efficiently handling complaints and claims
4) Improve product return and replacement processes
5) Regularly update customers on the status of their complaints or claims
6) Monitor and measure customer satisfaction levels
7) Implement a reward and recognition program for exceptional after-sales service
8) Collaborate with other departments to ensure seamless customer support experience
9) Conduct regular audits to assess the effectiveness of the improved after-sales service
Timeline:
- Identify areas for improvement and conduct customer survey: 1 month
- Develop and deliver training for customer service representatives: 2 months
- Implement improved processes and systems: 3 months
- Monitor and measure customer satisfaction levels: Ongoing
- Conduct regular audits: Every 6 months
Resources:
- Customer feedback survey software
- Training materials and resources
- Human resources for training and monitoring
- IT support for implementing improved systems
- Budget for rewards and recognition program
Evaluation:
- Measure customer satisfaction levels before and after implementing improvements
- Monitor the number of complaints and claims received and measure the resolution time
- Assess the feedback from customers and staff regarding the effectiveness of the improved after-sales service.