Improving Customer Process Effectiveness in a Facebook-Based Clothing Supplier
Hermina Stewart, Rachel C.
Any organization needs to incorporate feedback from its customers in order to have a successful business. As an emerging Facebookbased clothing supplier it has never been evaluated upon its effectiveness. In this project, the DMAIC (Define, Measure, Analyze, Improve and Control) methodology has been used for customer process and satisfaction improvement. Considering the Voice of the Customer (VoC), brainstorming, and upper management expectations, critical to quality trees were developed. A total of 248 customers were surveyed whom provided sufficient data to create a value stream mapping of the customer process, histograms, bar graphs and pareto charts. The creation of these different analyses clearly showed deficiencies among overall waiting times and the provision of extended services, which directly cause less satisfaction among customers. To increase customer satisfaction, improvement suggestions for the different processes were given prompting that controlling and monitoring these improvement implementations will provide for continuous improvement. Key Terms ⎯ Customer Process, Customer Satisfaction, DMAIC, Improvement.