Busi 414busi 411discussion Board Forum 3 Instructionstopicutilizing O ✓ Solved

BUSI 414 BUSI 411 Discussion Board Forum 3 Instructions Topic: Utilizing one of the internet search engines, find an organization that has recently implemented a new quality initiative. Discuss specifically the steps taken to implement the new process along with the expected impact to the organization and their customers. Be sure to provide any URLs you used as a reference source for your answer. The selected article must provide well-rounded information and address the topic. You must post the annotation in the reference section.

Replies: Post a substantive reply to the thread of at least 2 classmates. A substantive reply includes at least 150 words analyzing the thread as well as adding to the research and concepts put forth in that thread. The goal is to create meaningful discussion. To simply restate the idea already put forth or to concur with the first reply is not adding substantial discussion. That is why it is good to do additional outside research.

Regarding plagiarism: Plagiarism will not be tolerated. The results of plagiarizing a post or parts of a post will be a zero on the post, an F in the course, or expulsion from the school. In addition, trying to use pre-written posts (from another course, etc.) for this course’s assignments will result in a very low grade if the post does not address the requirements as outlined in the Syllabus. If you did research for another course and want to use part of that research in an assignment for this course, that is perfectly okay. Just make sure you address all the discussion topics and requirements as specified in the Syllabus.

Any form of plagiarism, including cutting and pasting, will result in 0 points for the entire assignment, plus a required 500-word written paper on the topic of plagiarism, in order to receive credit for any online activity. Textbook: Milkovich, G. T., Newman, J. M., & Gerhart, B. A. (2017).

Compensation (12th ed.). New York, NY: McGraw-Hill. Student 1: Rhonda Love Cummins Uses Six Sigma To Improve Customer Care Cummins is a global manufacturer of engines and engineering-focused organization. They have been successfully using Six Sigma since 2000 in many facets of their manufacturing process. In an effort to improve customer care, in 2014, Cummins decided to implement a Six Sigma social customer care team.

With social media becoming more popular and many times a customer’s preferred method of communication the company felt that mapping out a social customer care program would be a benefit that many other companies are lacking. Based on research by the Aberdeen Group, “companies with the best-in-class social customer care programs enjoy a substantially higher customer retention rate, increased customer satisfaction, and better first-contact resolution rates.†(Harrist, 2016) To begin with, the company comprised a Six Sigma social customer care team which included a range of different business units and an Oracle team member. This variety allowed for a consistent approach across the company. The process allow the team to: decide it was important to use the same tool across the company agree on the overall corporate objectives agree that human interaction needed to outweigh automated responses benchmark itself against recognized leaders in social customer care put a small-scale pilot in place Although the company has not released their social customer care program, they are understanding how their tools operate and what’s working and what is not.

The Six Sigma team plans to connect is social media tool with the application used by Cummins’ customer care team, Siebel CRM, to enable social messages to be delivered to the right person easily. Michael Nagel, Cummins’ social media manager, says that the solid foundation established using the demanding Six Sigma procedures will enable the company to adjust well to changing demands. References Harrist, M. (2016, August 9). How Engine Maker Cummins Uses Six Sigma To Improve Customer Care. Retrieved from Forbes: Student 2: Dabney Taylor Panera recently introduced a new service quality initiative around having the service of home delivery for the customer’s convenience.

Not many places that are considered fast food offer this service other than pizza chains, so it will provide more options for dinner at the convenience of one’s home and improve food sales for the company. In the beginning, Panera had used external delivery companies to pilot the program. By doing this they found that it was not cost efficient and the external employees were not reliable since they have no loyalty to Panera. Panera did not have to purchase business vehicles as the employees have to have their own vehicle with insurance and Panera reimburses them for mileage. The car has to be inspected, they have to have a background check, and the customers can see a picture of their delivery driver as well as track where they are during the delivery process.

The delivery service added 10,000 more jobs. This was a smart business move for Panera and is expected to add 0,000 to each stores annual revenue.(Whitten, 2017) From a personal view, I think it is a good service, however it isn’t as cost-efficient for the customer as there is a