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Assignment Instructions
Continuous Improvement has become a common term used in
Assignment Instructions
Continuous Improvement has become a common term used in most companies. It is a concept used to determine whether they are improving. It also motivates individuals and departments to get better continually. Consider the hypothetical company in the last assignment that makes consumer electronic devices and sells them to both retail chain stores and directly to consumers. As head of sales, you also oversee the 6-person customer service department that responds to customer requests for technical product and delivery information and handles complaints and customer problems.
Your company is now implementing a continuous improvement program, which requires performance measurement systems in all departments. You need to work with your customer service manager and set up a continuous improvement program for the customer service group.
Question 1 – What key performance indicators (KPIs) will you want to measure and why? Remember that you are measuring the performance of your customer service department’s interaction with customers, not your company’s overall customer service performance.
Question 2 – How will measuring customer service department KPIs help increase customer loyalty?
Requirements
Please read the material learning block 7 and watch all the videos before writing your paper.
In 500 words minimum, answer the above questions. Be sure to identify any sources used to formulate your answers.
This assignment is worth 50 points (5% of your grade). You will be graded for relevancy (focus on the questions), critical thinking (your own thoughts), the format used for your paper and references, and your spelling and grammar (use software like Grammarly). See the rubric for details.
Assignment Policy
Assignments submitted past due will be counted as zero points unless prior permission for late submission is received
Submissions should fully and clearly answer the question or topic raised. In most cases, this can usually be done in 500 to 600 words. Direct and “to the point” approaches are best. If more is required for a specific topic or issue, special instructions will be provided.
Plagiarism is never acceptable. Assignments will be checked for plagiarism, which if found will result in a zero for the assignment.
Grades for written assignments will be evaluated based on the following:
IssueWeight
Relevance35%
Critical Thinking35%
Relevance, Use, and Value of References15%
Grammar/ Spelling/ Formatting15%
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