The Case Of A Complaining Customer – Executive Summary

The new computer system has been installed to provide easy, convenient and time saving work to customers, however it appears that Presto Cleaners may have caused unnecessary unhappy and complaining customers by imply not following a few round-eyed steps, such as making sure their staff was trained appropriately, had tested the system and provided themselves with a backup plan. As a result of this the company instantly have a unhappy customer whos demanding compensation and need to take appropriate action in whichever way the operations manager feels appropriate to do the situation, and what is most beneficial for their company.Why Is Mr. Shelton upset? What should be done toreadors his complaint? On 28 July Mr. Shelton drops off Hess laundry to Preston cleaners. A new computer yester was introduced to him and he was pass on to fill out a card, detailing special requirements or services required. A ID number was as well as request by presto cleaners and also for the customer to purchase a special bag to drop of Hess laundry. Using the new system, Mr. Shelton would now simply just drop of Hess laundry at the investment trust and return to pay, hassle free app arently. Unfortunately when the customer returned to collect Hess clothes he found them to be missing.He felt the old system was quicker and easier and he wasnt happy with the new service and also very angry that Hess clothes was missing. Mr. Shelton was missing 4 shirts, 2 blouses, 1 suit and 1 skirt. Mr. Shelton complains firstly in the store personally and then contacts the store when he hears no information or so Hess clothes. He struggles to communicate with anyone at presto cleaners and leaves several theatrical role mails for the company president compensation in the form of full refund for the cleaning, full refund for 4 shirts that he purchases after the laundry goes missing and a full apology.Mr. Shelton clothes have been given to another customer and the only solution the store have is to wait and hopefully the clothes will be returned. Mr. Shelton is very angry and frustrated. As the mistake has been made by presto cleaners they should take full responsibility. The response the customer should have received is universe apologized to but the floor staff upon realization that the store had lost the clothes. An empathetic attitude should be shown to him at all times and he has been inconvenience and allow down.The customers calls should have been responded to as ignoring him only aggravates him worse, and communicating with the customer keeping him informed of progress even if none.. The store should be checked for the missing items and customers who dad collections on the same day be contacted if possible. An apology should be made to the customer, and a refund for the cleaning service offered. A comprehensive quality improvement highland(prenominal) for Presto Cleaners. Based on the information presented in this case, a massive improvement on their survive qualit y is necessary. Presto Cleaners thrives to offer customers a competitive privet high quality reliable service. Goal 1 Set up a continuous improvement program, develop a TTS. Goal 2 Refer to theorists to help develop business plans. Truckers Theory of Business in brief Trucker characterizes the assumptions that comprise an organizations Theory of Business by statingThese assumptions are about markets. They are about identifying customers and competitors, their values and behavior. They are about technology and its dynamics, about a companys strengths and weaknesses. These assumptions are about what a company gets paid for.Management to take refresher course course in operations and customer service management Goal 5 Company needs to provide essential quality management, At its core, total quality management (TTS) is a management approach to long-term success through customer satisfaction. In a TTS effort, all members of an organization participate in improving processes, products, services, and the culture in which they work. The methods for implementing this approach come from the teachings of such quality leaders as Philip B. Crosby, W. Edwards Deeming, Armband V. Figment, Koru Chickasaws, and Joseph M. Curran.Total quality management can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the quality discipline onto the culture and activities of the organization. The Primary Elements of TTS are node-focused Total employee involvement Process-centered Integrated system Strategic and systematic approach Continual improvement Fact-based decision making Communications Goal 6 Customer satisfaction and loyalty lead to profit and growth, feedback system to be brought in.