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dc.rights.licenseAll rights reserveden_US
dc.contributor.advisorMorales, José A.
dc.contributor.authorHermina Stewart, Rachel C.
dc.date.accessioned2020-10-08T11:52:12Z
dc.date.available2020-10-08T11:52:12Z
dc.date.issued2013
dc.identifier.citationHermina Stewart, R. C. (2013). Improving customer process effectiveness in a Facebook-Based clothing supplier [Unpublished manuscript]. Graduate School, Polytechnic University of Puerto Rico.en_US
dc.identifier.urihttp://hdl.handle.net/20.500.12475/835
dc.descriptionDesign Project Article for the Graduate Programs at Polytechnic University of Puerto Ricoen_US
dc.description.abstractAny 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.en_US
dc.language.isoen_USen_US
dc.publisherPolytechnic University of Puerto Ricoen_US
dc.relation.ispartofManufacturing Competitiveness;
dc.relation.ispartofseriesFall-2013;
dc.relation.haspartSan Juanen_US
dc.subject.lcshElectronic commerce--Customer services--Management
dc.subject.lcshElectronic commerce--Management
dc.subject.lcshCustomer relations
dc.subject.lcshSix sigma (Quality control standard)
dc.subject.lcshPolytechnic University of Puerto Rico--Graduate students--Research
dc.titleImproving Customer Process Effectiveness in a Facebook-Based Clothing Supplieren_US
dc.typeArticleen_US
dc.rights.holderPolytechnic University of Puerto Rico, Graduate Schoolen_US


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