Chegg: Operations egg.com/#/books/9781118 CASE FRORLR2.1 Designing a Quai Intern

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Chegg: Operations egg.com/#/books/9781118 CASE FRORLR2.1 Designing a Quai Internet at D40 Management Program for the Design for Quality (D4Q) is a consulting firm that specializes in the design and implementation of quality management pro- grams for service companies and organizations. It has had suc- cess designing quality programs for retail stores and catalogue order services. Recently D4Q was approached by a catalogue order company, BookTek Media, Inc., with the offer of a job. BookTek sells books, CDs, DVDs, and videos through its mail- order catalogue operation. BookTek has decided to expand its service to the Internet. BookTek is experienced in catalogue telephone sales and has a successful quality-management pro gram in place. Thus, the company is confident that it can pro- cess orders and make deliveries on time with virtually no errors. A key characteristic of BookTek's quality management pro- gram is the company's helpful, courteous, and informative phone representatives. These operators can answer virtually any customer question about BookTek's products, with the help of an information system. Their demeanor toward cus- tomers is constantly monitored and graded. Their telephone system is so quick that customers rarely have to wait for a representative to assist them. However, the proposed Internet

Explanation / Answer

Answer:

Helping the D4Q for developing the quality management plan for the BookTek as below

We would like to help D4Q to build the quality management plan such that the plan will cover the following dimensions/ elements as below

Quality dimensions: The quality plan will capture the key quality dimensions like performance measure, reliability measure, conformance measures, accuracy levels, and perceived quality measure by the customers for the Booktek organization.

Ordering system Quality: the quality plan will capture the key measure for the quality of the internet order system, so that we can evaluate the ordering system and its quality. The internet ordering system is the critical function/ process of the organization and needs to have the highest quality levels.

Customer complaints (service defects): the customer complaint measuring is the key element of the quality plan so that we can measure the number of customer complaints reported per time period and the response for each complaint to the customer by the Booktek organization. This will help in managing and reducing the customer complaints.

Customer satisfaction: The measure for customer satisfaction is key part of the quality management plan, because this measure will ensure that the position of the Booktek in meeting customer expectations. The customer expectation meeting is the way for future success and growth for the Booktek business.

Response Lead time : The measure on the response lead time is essential as it shows how the BookTek is responding to customers and how timely the BookTek is responding back to customer. Timely response is key for the business and helps in developing good brand image in the market.

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