Process Description

Provide a brief, high-level overview of the process.

Process Goals and Objective

Thekey business goals and objectives of the process include:

• Meeting the customer's delivery time expectations
• Delivering the accurate order
• Communicating with the customer as expected (order confirmation, delivery status and satisfaction feedback)

Summary of Process Review Findings

We will be capturing order data, delivery data and customer survey data. This review was triggered by an increase in customer complaints regarding late or missed deliveries and delivery of incorrect arrangements. We will be comparing the information obtained in this review to company standards and making necessary process improvements.

1. Measurements

The process key performance indicators include delivery time, accuracy of order, and customer satisfaction. Delivery time statistics indicate an unacceptable number of delayed or missing deliveries. Customer complaints and survey information indicate number of inaccurate orders above acceptable level. Customer satisfaction survey indicates higher than expected level of dissatisfaction. Additionally, reorders are down by over 10%.

1. Other Findings

Customers indicated that return-order discounts and delivery fee discounts would entice them to order more frequently. Additionally, customer data indicated that they would be more accepting of delivery errors and delays had they received communication.

Recommendations

The findings of the analysis clearly indicate a need for process changes or improvements. Additionally, it is necessary to identify root causes of a late deliveries and inaccurate orders. Changes in the customer communication process are also warranted. Customer survey should be repeated on a regular basis. Customer satisfaction will be improved resulting in customer retention and new customer acquisition. If no action is taken, customers will be lost and market share will be decreased.

Plan of Action

Order confirmation process will be implemented Customer contact process (text and email notifications) will be implemented Customer satisfaction will be repeated Reorder discount program will be implement

Future ReviewA review of the process will be conducted on an annual basis.