Operations Management Quality Improvement Initiative Essay

Learning Plan 5 Quality Improvement Initiative Identify a business that has recently launched a quality improvement initiative (Harley Davidson would be just one of many examples). Your business could be one that is primarily product-providing or one that is primarily service-providing. Do some independent research in order to provide an overview of this initiative and the results of their efforts. The overview should take the form of a two-page paper. Within that assignment, cite examples of any control costs or failure costs that you can identify, in addition to prevention costs, appraisal costs, internal failure costs, and external failure costs (all of these terms are defined in considerable detail in section 8.8 of your textbook).†¦show more content†¦Thus the customer service initiative. In this initiative, customers are randomly called after they have been in the branch and are asked to rate their experience with Chase personnel and their visit to the branch. They are given a rating scale of 1 to 10, 10 being the best, 1 being the worst. Every Chase employee is highly aware that the rating received must be either a 9 or a 10 or it is counted as a zero. Consequently, the emphasis of each employee is to go above and beyond what is expected for every customer. Another change Chase made is they re-designed their portfolio of accounts to retain and acquire the most satisfied customers possible. Many changes have taken place in the product selections over the last few years. The products have been geared to meet the needs of the customers while also keeping the bank profitable. Chase, like other banks, has sought to increase the methods of payment processing available to the general public and business clients. These products include debit cards, prepaid cards, smart cards, and credit cards. However, with convenience of easy credit, there is also increased risk that consumers will mismanage their financial resources and accumulate excessive debt. Banks make money from card products through interest payments and fees charged to consumers and transaction fees to companies that accept the credit- debit - cards. This helps in makingShow MoreRelatedNissan S Operations Management Essay1127 Words   |  5 PagesOperations management 1. One of the improvement initiatives that helped to win the Sunderland plant a new model was a four-year programme. It started eight years before the new model was due to start production. Why do you think it takes eight years for initiatives like this to come to fruition? Definition Operations management focuses on carefully managing the processes to produce and distribute products and services to its users. A great deal of focus is on efficiency and effectiveness ofRead MoreThe Case for Change1270 Words   |  6 Pagesengagement was needed. 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