Process Design Matrix

Process Design Matrix

Tina Hamm

OPS 571

July 27, 2015        

Jodi Bailey

Process Design Matrix

        The business we will be discussing is one that is no longer in business due to poor customer service.  The company was started by one man and became a multi-million dollar company, as he grew older the business was sold.  A company from Rhode Island came to West Virginia and purchased the business only to run it into the ground.  Within a little over a year they had to close down. I worked for this company of which started out as a wonderful place to work.

        The service chosen was customer service.  The facility layout was a major part of the company.  As a customer service call center, the layout consisted of many different sections due to the call center taking numerous calls from different vendors.  Scheduling people to answer the incoming phone calls at the right times was also an important aspect of the company.  Because we were a major call center, inventory of the products being sold had to be kept up to meet the demand.  

        Within the first year of the take over the business was in the closing status.  The new company owners had no idea about customer service or running a business.  Scheduling was the first part of the downfall there were never enough people to answer the amounts of calls we were getting at any time.  The call center was open 24-hours, at any given time there were not enough employees to handle the call volume.  At the same time, the inventory was diminishing due to no stock being reordered.

        The product chosen was continuous flow within the companies. The company processed newsletters for several different alternative doctors but when these particular orders were slow the vitamin line kept the company going.  The company processed orders for many different vitamin lines.  The inventory of the products was important because there were certain products in the vitamin lines that carried the companies in off seasons of some of the others.  The quality of the product is important to keep the customers coming back to re-order as well as spreading the word about the product.  The strategy the company had was always to put the customer first and make sure the customer was happy.

        Inventories started to run short because of nothing being reordered when they sold out.  The inventory fell quickly due to the new company not replenishing the stock.  The company decided they would order products from another distributor, not because there was a problem with the quality but they could not get anything else on credit with this particular company so they found another company.  With all of the changes in the company sales fell quickly once the customers realized the product was not the same.