ITM 410 Lecture Notes - Lecture 16: Customer Service
28 May 2018
School
Department
Course
Professor
CITM410 Assignment 7: Quantify Problem. Develop Evaluation Matrix. Develop
Control Plans
1. Ensure that your problem is quantified. Go back to your problem statement
ensure that the problem / opportunity is quantified.
2. Develop an Evaluation Matrix and analyze the Options you have developed
3. Develop Control Plans for your Options (refer to Chapters 10,11,12,13)
Evaluation Matrix
Factor
Option 1 (Status Quo)
Option 2 (Self-
Checkout
Option 3 (Hire
more employees
and addition to
counters
Cost
1
5
4
Benefits
1
5
3
Customer Service
1
5
4
Total
3
15
12
• 1 being the lowest
• 5 being the highest
For Option 1 (Status Quo), it would not cost anything because you will not be changing
anything. And this option would not have any benefits or gain customer service because if
you’re ot akig ay hage you ill ot gai ay profit ad ustoer serie will not
improve either if there is no change. For Option 2 (Self-Checkout), would be really costly
because you would have to spend money on the machines, but the good side to this option is
the benefits. By choosing this option, the company will have lots of profit in terms of money. By
this option, the process of line ups will go faster and more people would be able to come and
get what they want quicker resulting to many benefits. Customer service will highly increase as
ell eause the eployees o’t be just focused on people to checking out but will also be
able to help the customers when they need help with choosing or recommendations. For
Option 3 (Hiring more employees and adding more counters) will be costly because you will
need to hire several more employees, train them, paying out more salaries to employees, and
spending money for building more counters. The benefits would increase for this option
because there would be more employees checking out customers and the line would be going
faster. Customer service would increase too because by hiring more employees, the employees
will be able to help the customers with what they need help with and not be rushing through
their questions. So therefore, Option 2 would be the best (being the highest) to choose because
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Document Summary
Control plans: ensure that your problem is quantified. Go back to your problem statement ensure that the problem / opportunity is quantified: develop an evaluation matrix and analyze the options you have developed, develop control plans for your options (refer to chapters 10,11,12,13) 3: 1 being the lowest, 5 being the highest. Option 3 (hire more employees and addition to counters. For option 1 (status quo), it would not cost anything because you will not be changing anything. And this option would not have any benefits or gain customer service because if you"re (cid:374)ot (cid:373)aki(cid:374)g a(cid:374)y (cid:272)ha(cid:374)ge you (cid:449)ill (cid:374)ot gai(cid:374) a(cid:374)y profit a(cid:374)d (cid:272)usto(cid:373)er ser(cid:448)i(cid:272)e will not improve either if there is no change. For option 2 (self-checkout), would be really costly because you would have to spend money on the machines, but the good side to this option is the benefits. By choosing this option, the company will have lots of profit in terms of money.
