Approaching Error-Free Customer Satisfaction Through Process Change and Feedback Systems

Abstract

Employee-based errors result in quality defects that can often impact customer satisfaction. This study examined the effects of a process change and feedback system intervention on error rates of 3 teams of retail furniture distribution warehouse workers. Archival records of error codes were analyzed and aggregated as the measure of quality. The intervention consisted of a process change where teams of 5 employees who had previously been assigned a specific role within the process were cross-trained to know and help with other team members' functions. Additionally, these teams were given performance feedback on an immediate, daily, and weekly

Business Activity Monitoring: Real-Time Group Goals and Feedback Using an Overhead Scoreboard in a Distribution Center

“…Computers generally remained in the front office where daily or weekly reports could be compiled from the tally sheets. While feedback to workers was reliable, it was nevertheless delayed due to technological limitations (Bateman & Ludwig, 2003;Berglund & Ludwig, 2009). When companies began putting computers on the shop floor (e.g., the shipping office) employees could receive feedback on their performance during their work shift much more proximal to their behaviors.…”

Outside the Organization: The Analysis of Consumer Behavior

“…argued that because consumption is the primary economic activity in a postindustrial society, OBM must include consumer behavior in its analysis if it is to thrive. Customer satisfaction is sometimes used as a secondary outcome of OBM interventions (e.g., Berglund & Ludwig, 2009), because researchers often implicitly recognize the consumer's role in OBM, but a more rigorous behavioral analysis of consumer behavior is only now emerging.…”

The Impact of Wireless Technology Feedback on Inventory Management at a Dairy Manufacturing Plant

“…Many researchers conducting field studies have investigated how process-or work-procedure changes should be designed so that they can improve performance in such areas as customer satisfaction, customer service, work conditions, and training (e.g. Berglund & Ludwig, 2009;LaFleur & Hyten, 1995;Laitinen, Saari, & Kuusela, 1997;Rummler & Brache, 1995).…”