Ops 571 Process Design Matrix Analysis

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Process Design Matrix Tina Hamm OPS 571 July 27, 2015 Jodi Bailey Process Design Matrix The business we will be discussing is one that is no longer in business due to poor customer service. The company was started by one man and became a multi-million dollar company, as he grew older the business was sold. A company from Rhode Island came to West Virginia and purchased the business only to run it into the ground. Within a little over a year they had to close down. I worked for this company of which started out as a wonderful place to work. The service chosen was customer service. The facility layout was a major part of the company. As a customer service call center, the layout consisted of many different sections due to the call center taking numerous calls from different vendors. Scheduling people to answer the incoming phone calls at the right times was also an important aspect of the company. Because we were a major call center, inventory of the products being sold had to be kept up to meet the demand. Within the first year of the take over the business was in the closing status. The new company owners had no idea about customer service or running a business. Scheduling was the first part of the downfall there were never enough people to answer the amounts of calls we…show more content…
Customer service was not what it used to be, and customers were not happy. When they called to place an order they had to wait in a queue for their calls to be answered. The products were not the same due to the change in companies, and the quality was nothing compared to what the customers were used to. Over the next few months the vitamin lines decided to start processing their business with another company and new overhead. Today the vitamin line as well as the newsletters are up and thriving as a company under a different management

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