¶ … Furniture PLC: Quality Control System
Quality control is an important aspect of any business, from manufacturing to customer service to retail. The different aspects of quality control that are encountered in these different contexts can vary quite widely, and when a business concern is engaged in more than one area developing and implementing a comprehensive quality control system can be quite arduous and complex. This is the position Quick Fit Furniture finds itself in; as both a customer-service oriented business and a retail furniture distributor, there are many specific tasks and operations that the company must ensure meet appropriate standards and goals. Especially as the company has experienced problems with the quality of its output as of lat, making sure that proper quality control measures are put in place is highly important.
Quality Control System
Two of the quality control issues Quick Fit is currently facing must be resolved through human resource training and development, which can be difficult to achieve in established organizations using current personnel (Daft, 2010). First, in order to achieve the goal of answering all incoming phone calls within thirty seconds, training for dealing with calls efficiently and effectively must take place, and average call lengths for each phone representative should be regularly monitored. Optimum staffing levels for specific times of day/the week should also be determined, tracked, and adhered to. Second, monitoring rates of first-call resolutions and incorporating new methods for call handling into training will be necessary.
Changing individual behaviors through changes to organizational values and expectations is one way to achieve certain goals, however will not solve all of any organization's problems, and certainly not Quick Fit Furniture's (Griffin & Moorehead, 2012). Quality control issues with materials are also a major concern for the company, including the turnaround time on packing and shipping orders, maintaining a high standard when it comes to the quality of the materials used, and ensuring that all...
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