Case Study on Quality Wireless

Introduction

The case study of Quality Wireless aimed to improve its daily operations by minimizing the holds on calls before they could answer their customers. There has been inconsistency in the daily operations of the company. They have been doing better in some days and performing worse in others. The senior management proposed some changes to the general manager who spearheaded the implementation of the new process in expectation of good results. However, the monthly average hold for the month recorded an improvement. However, on average the average hold time for calls per day was higher than that of the previous process. In this paper, it is important to analyze the critical issues of the company, the make necessary recommendations, evaluate the effectiveness of the recommendations and outline the possible challenges that the company can meet during the implementation process.

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Critical Issue

The critical issue at quality wireless is that the new process that was introduced in the company did not consistently do better than the previous process (Shoy, 2019).

Critical Facts

The average daily holds times for the month of April in 2005indicated an improvement in the process. However, there was no consistency for the daily average time that customers would hold on calls (Shoy, 2019).

Systematic Analysis

The overall average hold time for the month was about 79.80. The new process recommended that the average hold time per should not exceed more than 110 seconds. However, on 2nd April 2005, exceeded the target since the average hold time rose to 116 seconds. The least average daily hold for the new process ding the month of April was 48 months. In comparison to the new process, the old process indicated many instances that had an average daily hold of fewer than 48 seconds (Shoy, 2019). For this reason, it is essential to make new adjustments that will enhance the new process to be effective than the process.

Recommendations

I would recommend the company to apply the Kaizen process for the management of its daily operations. The Kaizen approach relies on two approaches that include; flow Kaizen and process Kaizen. The flow Kaizen aims at reorganizing the flow of information in the company while the process kaizen aims to improve the productivity of individual workers (Graves, 2019).

Effectiveness of the Recommended Decision

The Kaizen strategy is a daily process that goes beyond the improvement of the productivity of a company. The approach would help the company would enable the workers of the Quality wireless to perform experiments on the newly improved process, spot and eliminate the wastes involved. Additionally, the model will help encourages the CEO to involve the workers in the decision making the process. The process will enable to company to make the best decisions on how to reduce the average time hold since all employees from the top management to junior staffs are involved in the decision-making process (Graves, 2019). Moreover, there will be consistency in the daily operations of the organization.

Execution

The process of kaizen involves a cycle of activities which is also defined as Plan-Do-Check-Act. In this model, the employees have to stop working when they realize any abnormality and suggest an improvement that will resolve the problem.

Scenario Planning

The Kaizen process is challenging especially to a company that not does encourage the employees to participate in the decision-making process (Graves, 2019). The task force for Quality Wireless that was selected to suggest changes for the implementation of the process should ensure that the decisions in the implementation process reflect the voice of the whole organization.

References

Graves, A. (2019). Retrieved from https://www.sixsigmadaily.com/defining-kaizen-the-methodology-and-applications/

Shoy. A. (2019). Case Study: Quality Wireless.