Process Improvement Flowchart
As-Is Process Flowchart Evaluation
The Wagington – Luxury Pet Hotels & Resorts drop-off process
Evaluate the efficacy of your process using process improvement techniques. Write your evaluation below this line.
The process is easy to understand. It consists of simple steps that can be easily comprehended and executed. To increase operational efficiency, some changes are, however, required. It is possible to enhance customer service while capturing crucial information to make it simple for clients to contact you in an emergency.
Process Improvement Flowchart
Determine how the process can be improvedbased on the results of your evaluation.
Attendants must adjust how they treat clients to improve the process. Reducing a customer’s time at the gate and the facility means preparing for their arrival and being ready to welcome them. Customer information must once more be gathered before checkout. The data must be updated to prevent any difficulties if it has already been collected. This includes information about the client and the pet.
Define metrics and measure the current process. Insert the metrics and measures below this line.
Simply put, metrics are measurements with respect to a process. Both qualitative and quantitative approaches are possible. Three metrics, including cycle time, timeliness, and efficiency, should be tracked during the Wagington Pet boarding procedure. Timeliness refers to whether a process is finished in the anticipated or allotted time. The time required to complete the full process is measured as cycle time. Efficiency is calculated by dividing the production time by the total process duration.
PROCESS IMPROVEMENT TECHNIQUES TO IMPROVE THE PROCESS.
Summary
There are certain weaknesses in the drop-off process of the Wagington pet hotel that can be addressed. Customers are left unsatisfied due to the subpar quality of services provided. The possibility of this happening is likely to result in a loss of customers and a competitive advantage for rivals. The process improvement technique employed was using a flowchart to identify the root causes of the issues. According to Lynch (2021), a process can be simplified by using a flow chart to break it down into smaller portions and identify weaknesses. It was effortless to pinpoint the issues with the pet boarding procedure using this method. The identified problems include the inability to collect crucial customer information and extended customer waiting periods. Employees need to modify their behavior to resolve such issues. They need to be attentive and aware of the arrival time of customers to provide good service. Suppose employees are aware of the scheduled arrival time of each customer, which may be obtained through reservation calls. In that case, they can remain attentive and prepare to welcome the customer by opening the gate, even up to ten minutes before the scheduled arrival time. The pet boarding service has been found to be weak in not obtaining complete customer information before check-out. Most clients exit the premises without the system recording their complete information. The staff member must accurately record all the necessary details and enter them into the system.
Ensuring customer contact is crucial in certain situations. Maintaining a hard copy as a contingency plan is advisable in case of a system malfunction. Customers simply require excellent service quality. According to Coelho and Henseler (2012), satisfying customers leads to loyalty. It provides them with satisfaction for the amount they paid and their time. The company’s concern for its customers is demonstrated by providing the shortest possible stay or no waiting time. Ensuring an impressive reception and collecting contact details instills confidence in clients that their pets are secure and they will be notified in case of any unforeseen circumstances. These resolutions can also be advantageous for the organization. Their efficiency and productivity will be enhanced without incurring any significant extra expenses. The expense incurred will be for the training of employees. Customers who are content with the company’s products or services are valuable assets as they tend to develop brand loyalty. The organization can gain a competitive advantage over its rivals by adopting this approach.
References
Coelho, P. S., & Henseler, J. (2012). Creating Customer Loyalty through Service Customization. European Journal of Marketing, 331-356.
Lynch, A. (2021). Quality Control Flowchart. Retrieved 5 21, 2022, from https://www.edrawsoft.com/quality-control-flowchart.html
