BUS445- Week 5- Final Assignment

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Business Finance

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Week 5 - Final Paper Waypoint Assignment

Final Paper

[WLO: 1] [CLOs: 1, 2, 3, 4, 5]

For your final paper, pick one of the following departments:

  • A Manufacturing Department producing widgets with an internal production rejection rate of 2% and a return within warranty period of 5%.
  • A Service Department with complaints from 7% of its customers.

Neither department has detailed records of what the issues are. In your paper, recommend a proposed quality improvement plan based on the COPIS model. The recommendation should include the following:

  • Build the justification for a quality improvement plan.
  • Identify several approaches to customer service and describe one more in depth; illustrate the relationship between customer loyalty and output satisfaction.
  • Design an output-control and measurement approach to improve process performance.
  • Evaluate different process-improvement and management approaches.
  • Justify a recommended process-improvement approach.
  • Develop an input-measurement and management approach.
  • Develop a supplier-management approach to improve input and supplier quality.
  • Propose your customer-focused recommendations in your summary or conclusion.

You improvement plan must incorporate at least three scholarly sources in addition to the course text.

The Final Paper

  • Must be five to seven double-spaced pages (1,500 - 1,750 words) in length (not including title and references pages) and formatted according to APA style as outlined in the Ashford Writing Center’s APA Style (Links to an external site.)
  • Must include a separate title page with the following:
    • Title of paper
    • Student’s name
    • Course name and number
    • Instructor’s name
    • Date submitted

For further assistance with the formatting and the title page, refer to APA Formatting for Word 2013 (Links to an external site.).

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Week 5 - Final Paper Waypoint Assignment Final Paper [WLO: 1] [CLOs: 1, 2, 3, 4, 5] For your final paper, pick one of the following departments: • • A Manufacturing Department producing widgets with an internal production rejection rate of 2% and a return within warranty period of 5%. A Service Department with complaints from 7% of its customers. Neither department has detailed records of what the issues are. In your paper, recommend a proposed quality improvement plan based on the COPIS model. The recommendation should include the following: • • • • • • • • Build the justification for a quality improvement plan. Identify several approaches to customer service and describe one more in depth; illustrate the relationship between customer loyalty and output satisfaction. Design an output-control and measurement approach to improve process performance. Evaluate different process-improvement and management approaches. Justify a recommended process-improvement approach. Develop an input-measurement and management approach. Develop a supplier-management approach to improve input and supplier quality. Propose your customer-focused recommendations in your summary or conclusion. You improvement plan must incorporate at least three scholarly sources in addition to the course text. The Final Paper • • Must be five to seven double-spaced pages (1,500 - 1,750 words) in length (not including title and references pages) and formatted according to APA style as outlined in the Ashford Writing Center’s APA Style (Links to an external site.) Must include a separate title page with the following: o Title of paper o Student’s name o Course name and number o Instructor’s name o Date submitted For further assistance with the formatting and the title page, refer to APA Formatting for Word 2013 (Links to an external site.). • • • • • Must utilize academic voice. See the Academic Voice (Links to an external site.) resource for additional guidance. Must include an introduction and conclusion paragraph. Your introduction paragraph needs to end with a clear thesis statement that indicates the purpose of your paper. o For assistance on writing Introductions & Conclusions (Links to an external site.) as well as Writing a Thesis Statement (Links to an external site.), refer to the Ashford Writing Center resources. Must use at least three scholarly sources in addition to the course text. o The Scholarly, Peer Reviewed, and Other Credible Sources (Links to an external site.) table offers additional guidance on appropriate source types. If you have questions about whether a specific source is appropriate for this assignment, please contact your instructor. Your instructor has the final say about the appropriateness of a specific source for a particular assignment. Must document any information used from sources in APA style as outlined in the Ashford Writing Center’s Citing Within Your Paper (Links to an external site.) Must include a separate references page that is formatted according to APA style as outlined in the Ashford Writing Center. See the Formatting Your References List (Links to an external site.) resource in the Ashford Writing Center for specifications.
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Running head: FINAL ASSIGNMENT

1

Final Assignment
Name
Tutor
Institution
Course
Date

FINAL ASSIGNMENT

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Introduction

A production rejection rate of 2% and a return rate of 5% within a warranty return period
are indicators that the company has low quality standards, especially in regards to the ability to
match output with customer needs. Implementing a COPIS plan will ensure that the company
closely scrutinizes its customer needs, and works backwards in ensuring that the output, process,
input, and supplier planning aspects are all tied to customer needs. In order to minimize the
number of widget production rejections and returns, the company can adopt a customer
centered quality improvement plan which entails managers meeting up and deriving
solutions which will ensure improved customer satisfaction.
Justification for the quality improvement plan
Applying COPIS strategically will offer the department a foundation for realizing long
term improvements. COPIC can help the company validate its existing processes as well as the
performance measures related to quality, thus identifying the points of improvement. This will
help streamline the department and have in place performance measures. COPIS will ensure that
the manufacturing process is designed with customer priorities in mind. Failure to align future
production improvements to customer needs can lead to improving internal measures which do
not improve customer experience. Therefore, through COPIC, the business will be able to reduce
the number of returns and rejects by working backwards from the customer to supply. COPIS
will also establish a customer centric culture where managers, as well as their subordinates, put
themselves in the customers’ shoes, thus being able to determine what is considered value adding
to the customer (VanAssen, 2018). The identification of customer needs, wants, and expectations
will lead to meaningful improvements which are aligned to the widgets’ quality.

FINAL ASSIGNMENT

3
Approaches to customer service

The company should utilize customer services as a means of reducing rejects and returns.
Customer services include after sales services such as providing manuals and training customers
on how to use the widgets. Another important form of customer service is offering a review
platform where customers can openly provide feedback (VanAssen, 2018). This feedback is not
only useful as a marketing strategy, but also provides the company with insights as to who is
buying the widgets, how they are using them, as well as the features they are happy with and the
ones they do not like. A review site will also provide an opportunity for the company to identify
recurring complaints, and employ these in process improvement of widget manufacturing.
Output-control and measurement approach
Output control can be ensured through;


Making quality production commitment from top management to subordinate staff. This
commitment will ensure that the company’s employees do not tradeoff other benefits for
quality of widgets.



Tracking mistakes. The company should set standards of what quality widgets look like.
This will be set through product specifications. Setting standards ensures that people
avoid deviating from customer expectations (Milind Raut, 2017).



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