Scenario ‘Lam Company Limited’
Describe about the Manage Knowledge and Information for Lam Company.
Identification and analysis of business problems at Lam Limited
There are few issues which are prevailing in the business of Lam Limited such as customers and the organizations are returning the catridges. Other than the manufacturing and technical issues there are issues related to the usage of catridges by the customers as they are not properly aware of using them they are returning the defective toner catridges to the company.
For obtaining feedback from the customers and the staff following are the two effective methods:
Call customers on regular basis
To obtain feedback of the customers there should be calls to the customers on regular basis for knowing whether they have any complaint from the product or the service and if they need any kind of assistance.
Online chat support
There should always be a 24*7 online chat support so that the customers can anytime lodge their issue and get instant assistance for their problem. This will increase the trust of the customers on the brand and will facilitate customers to give their feedbacks (Malthouse, et al., 2013).
For reaching a decision over the issue identified there is a need of adequate information or data so that the problem can be analysed and resolve effectively and for this the company must collect adequate information such as from measuring the customer service response matrix or through the manufacturing units performance analysis.
To gather reliable information the company must collect data through the following sources:
Customer feedback
By collecting the customer feedback as well as analysing and evaluating those feedbacks the company understand the main issue and can handle it adequately.
Sending the defective cartridges to the technical team to understand the issues
This is another way to collect information as the technical team only can analyse what problem is there is the catridges because of which the customers are returning them back thus collecting information from the technical experts can help in handling the issue effectively.
After collecting information there is a significant need to analyse that information so that the actual reason of defect can be understand. Fir the analysis there can be sue of various statistical tools and techniques.
Following are the recommended statistical analysis tool for analysing the data:
External QC
This technique can be very useful in analysing the data. External Quality Check is the quality check performed by the external auditors who are not the employees of the company. With various external analysis they perform they quality check.
Identification and analysis of business problems at Lam Limited
Sample size determination
It is another way to analyse data by taking a small part of the entire production or the information collected. The analysis is performed on a sample first to understand the complexity of the issues (Dillard, 2015).
For avoiding such mistakes in future following are some suggestions provided:
- To make the customers understand that in what way the catridges will be used in the printers so that there can be no issues related to the usage of the catridges.
- The company must provide a guiding mannual both written and in the form of a video which can show in what way the catridges are used.
- There must be a proper quality check at the time of final dispatch.
Introduction to quality control and its importance
Quality control is a process which comprises of various tools and techniques which help in achieving the required quality of the services and the products. It also helps in eliminating the low standard products and services (Sallis, 2014).
Significance of Quality Control
The quality control helps in establishing the required quality standards, discovering flaws, evaluations of the processes, identifying deviations and achieving quality (Jeston and Nelis, 2014).
The primary objective of the control method, ‘control point management’ is to maintain the quality of the products as well as to improve the quality levels on continuous basis. The control method aims to have effective processes and quality of the products.
The various possible causes which give rise to quality problems and issues are such as
- Ineffective quality control method
- Improper quality checks
For reaching a decision over the quality problems identified there is a need of adequate information or data so that the problem can be analysed and resolve effectively and for this the company must collect adequate information.
For obtaining the data these can be the possible sources:
- Quality reports
- Observations
- Focus Groups (Stewart and Shamdasani, 2014)
External QC
This technique can be very useful in analysing the data. External Quality Check is the quality check performed by the external auditors who are not the employees of the company. With various external analysis they perform they quality check.
Sample size determination
It is another way to analyse data by taking a small part of the entire production. The analysis is performed on a sample first to understand the complexity of the issues (Dillard, 2015).
Test-retest: In this test, the validity is checked by analysing the data once again by other experts and if the result is similar than the reliability and validity of data is accurate.
Split-half: The samples taken for the analysis are divided in two halves and then their reliability is measured and if the correlation between those halves is high and positive then the data is reliable and valid (Robinson, 2016).
There is a need to evaluate and interpret the results so that various effective measures can be taken to overcome the problems. There are various techniques which can be used as evaluation tools for the data collected such as:
- Benchmarking
- Tracking of Quality issues
- Cost-benefit analysis (Whitaker, 2016)
Two effective methods to obtain feedback form customers and staff to handle the issues
After evaluation if the quality does not appeared up to set expected level them there are various courses of actions which are recommended to improve the quality:
- Implementing new control method in the business
- External quality check of all the processes such as manufacturing, sales, research and development, marketing etc.
It is also very much required to check whether the actions or the decisions taken are in a timely manner or not and for this thee is a need of evaluation. The evaluation helps in eliminating the time exhausted while there was a delay in the decisions taken and it also supports in reducing chances of errors.
There are few factors which are needed to be considered while making aa decision such as cost, risk, reward, alignment, business strategy and other variables which impacts the quality directly and indirectly.
Training Manual
Objective: The objective of the training program is to provide knowledge and skills to collect information, disseminate that information, documentation, and update database and maintaining confidentiality.
Duration: The duration of the training program is 45 days
The staff should collect information regarding the customers’ profile, their business or job stability, the products they are interested in and to know their service related issues which they have encountered till now.
To obtain information from customers there can be usage of emails, phone call and questionnaires.
For checking the reliability and efficiency of the information collected the company must take use of few techniques such as evaluating the answers given by the customers, integrating the replies of the customers with the processes going on and through various other tools (Spillner, Linz and Schaefer, 2014)
There must be a strict policy for maintaining the confidentiality of the documents and information provided by the clients. There must not be any kind of unethical issue by taking an inappropriate use of the data collected.
There must be strict follow up of the company’s privacy policy by the staff members which can assure the customers that there information will not be leaked anywhere.
The banks well as the customers both possess some intellectual rights and copyright which the staff needs to understand that taking sue of these rights can impose various negative implications over the bank.
Delivery: The information can be passed to the new staff through open discussions, emails, notices or by some training programs.
Technology: For providing information there can be used of technologies such as cloud computing, open content and various other technologies.
Evaluation: For obtaining feedback from the trainers there can be taken use of questionnaire, open discussion with the trainers, one-to-one approach or through performance reports generated by the trainers.
References
Dillard, J., 2015. 5 Most Important Methods for Statistical Data Analysis. Accessed on: 15th October, 2016. Accessed from: https://www.bigskyassociates.com/blog/bid/356764/5-Most-Important-Methods-For-Statistical-Data-Analysis
Jeston, J. and Nelis, J., 2014. Business process management. Routledge.
Malthouse, E.C., Haenlein, M., Skiera, B., Wege, E. and Zhang, M., 2013. Managing customer relationships in the social media era: introducing the social CRM house. Journal of Interactive Marketing, 27(4), pp.270-280.
Robinson, R.B., 2016. Validity and Reliability. The Encyclopedia of Crime & Punishment.
Sallis, E., 2014. Total quality management in education. Routledge.
Spillner, A., Linz, T. and Schaefer, H., 2014. Software testing foundations: a study guide for the certified tester exam. Rocky Nook, Inc..
Stewart, D.W. and Shamdasani, P.N., 2014. Focus groups: Theory and practice (Vol. 20). Sage publications.
Whitaker, S., 2016. Quality Management. In Pass the PMP® Exam (pp. 241-277). Apress.
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