Latino Engineering Company Problem Root -Myassignmenthelp.Com

Question: Discuss About The Latino Engineering Company Problem Root? Answer: Introduction Latino engineering company is located in New South Wales and deals with manufacturing and supplying engineering equipment to the clients. Currently, the company is owned by an investment group after it was sold by Mr. Dominic who was the owner. The investment group was very keen while adopting the organization to ensure that the firm continues with its existing trend. The investment group provided that the name of the team was not changed and most of its workforce was retained although some senior engineering folks decided to seek other opportunities. After twelve months of operation, the company started experiencing unexpected performance, and many complaints from the clients. Some of the claims were defective engineering equipment, poor design and development follow up with clients, too long turn around for issue resolution, non-responsive customer service team and packaging and delivering illegal material to customers. This Paper, therefore, highlights the causes of the customer mentioned above issues and proposing a mechanism for reducing or eliminating the challenges. The paper also comes up with a continuous development plan to ensure that the problems and the problems are not repeated in future. Various techniques of identifying business problems are used to determine and help in solving the challenges facing Latino engineering company. The report outlines quality management systems and multiple procedures of the continuous improvement plan. Identification of problems The issues raised by Latino engineering company customers are: Defective engineering equipment Poor design and development follow up with clients Too long turnaround time for issue resolution Nonresponsive customer service team Packaging and delivering of wrong equipment Having identified and defined the problems affecting the clients of Latino engineering company it becomes easy to determine the cause (Sekaran Bougie, 2016). In this case, the cause and effect diagram is going to be applied to facilitate the identification of the cause problem. Defective engineering equipment Causes i. Availability of raw materials of low quality ii. Incompetency of employees in their duty formulation iii. Poor performance of production machines Effects Short term effects Customer dissatisfaction Long term effects i. Decreasing customer turn up ii. Decreased volume of sales. Poor design and development of follow up with clients Causes i. Incompetent staff members ii. Ignorance of employees iii. Lack of staff motivation Effects i. Decreasing customer turn up ii. Decreased volume of sales iii. Decrease in accrued revenue Too long turnaround time for issue resolution Causes Unreliable channels of communication Ignorance of customer care staff members Lack of staff motivation Short-term Effects Lack of interest from customers Declined levels of trust with the clients Customers shift to other engineering equipment dealers Long-term effects Decreasing customer turn up Reduced volume of sales Decrease in accrued revenue Nonresponsive customer service team Causes Presence of unqualified staff members Lack of knowledge on how to handle customers from the existing staff members Ignorance and incompetency of customer care staff members. Lack of employee motivation and training Short-term Effects Lack of interest from customers Declined levels of trust with the clients Customers shift to other engineering equipment dealers Long-term effects Decreasing customer turn up Reduced volume of sales Decrease in accrued revenue Packaging and delivering of wrong equipment Causes i. Carelessness existing among employees ii. Improper packaging and labelling of equipment Short term effects i. Declined levels of trust with the clients ii. Customers shift to other engineering equipment dealers iii. Decreased customer turn-up iv. Decreased volume of sales which lead to decrease in revenue accrued Curbing the problems To control the issues affecting the organizations, a plan has to be developed (Hammer, 2015). The developed method should aim at solving the problems while stating the available resources. The plan should be based on the concept below. The plan should be developed in initial stages then implemented, the results are checked then the actions are taken aiming at improving the solution. Defective engineering equipment Performance improvement plan (PIP) is to be developed; the plan should address the causes of the production of faulty engineering equipment (Keohane Olmstead, 2016). The project aims at ensuring that the supervisor is keen on his or her duties together with the quality control team to ensure that goods produced are of satisfactory quality. Supervisor The production of defective equipment means that the supervisors are not keen in their duties since they are expected to control the production process (Latino, 2016). It is done by ensuring that responsibilities are assigned concerning qualification and experience. The supervisors should ensure active participation and maximum concentration of the production team. The following are areas which should be addressed by supervisors to minimize of curb production of defective engineering equipment. The supervisor is to be always present during production. The supervisor should assign duties concerning experience and qualification. The supervisors should ensure that all employees are concentrating and active during the production of goods. The quality control team Quality control team is an essential team to any organization (Jeston Nelis, 2014). They are professionals who are responsible for ensuring that the goods produced are of satisfactory quality concerning the standards set by the government. Quality control work hand in hand with the quality assurance team. They perform their task by sampling method where they test a certain number of products from a given set. They use reliable machines to sense any defect within the product. Once the product is found to be defective, it is recycled for quality improvement (Chang, 2016). The challenge facing Latino customers of supply of broken engineering equipment is a prof that the quality control team in the company are not fully executing their duties (Allen, 2016). The quality control manager should be in a position to address this issue. The following are ways to which the production of defective equipment can be mitigated. Ensuring that the quality control team is composed of experienced and qualified staff members. Ensuring that the quality control team perform their duties with a lot of keenness The production team These are the individuals based in the production stage composed of the machine operators and their assistants (Dale, 2015). The challenge facing the company of defective engineering equipment production starts in their department. The operators should rectify on the following areas to ensure that the creation of faulty equipment is mitigated or reduced significantly. Continuously checking the production machines to ensure that they are on the expected right track. Being keen during machine operation to ensure that they produced goods of high quality. Actively participate in their duties, ensuring that they are always sober and performing their duties with interest. The process will involve financial resources since the company will need to ensure continuous machine checks and acquirement of good performing machines. Poor design and development follow up with clients. When the design and development of following up the client are weak, the company is likely to fall (Goetsch Davis, 2014). It is because clients are critical people in any organization and they should be handled with care (Burke, 2017). If a firm is not concerned about addressing and following up issues affecting clients, the clients end up changing their place of purchase. It ends up reducing the volume of sales and henceforth the profit margins (Dessinger Moseley, 2015). The following issues should be addressed in the Latino engineering company to ensure that customers are satisfied with the services offered. The management The management should ensure that there is a strong existing relationship between customers and employees (Lam, ODonnell Robertson, 2015). A platform should be initiated based on modern technology to provide that communication between the two parties is efficient (Hibi et.al, 2016). Incorporation of advanced technological devices within the organization will ensure that the employees can follow up clients and address their issues accordingly. The management should also ensure that the employees are satisfied as they perform their duties. It involves rewarding and offering promotion services reasonably (Ren, Ling, Wei Fan, 2015). Once employees are satisfied and interested in their place of work, they usually give their best. The company should first address the issues of employees before going for the external matters (Silva, Medeiros Veira, 2017). The employees should be trained on the best ways of handling clients. The employees The employees of Latino engineering company should play the significant role in ensuring that the design and development follow up with clients are improved (Bernal, 2014). It can be achieved through various processes. Performing their duties skillfully Establishing a healthy relationship with the customers Always ensuring that the issues raised by customers are firstly addressed and following up to ensure that the provided solutions efficiently work. Financial resources will be required in acquiring and maintaining modern technology devices. Continuous assessment of employees will also need funds. Too long turnaround time for issue resolution. Taking too long to solve issues may be very dangerous to any organization and may lead to business failure (Pietrzak Paliszkiewicz, 2015). Problems concerning customers should be first addressed to ensure that they are maintained and refer their friends and relatives to the team. The process through which issues are discussed should be initialized from the management then executed by the employees. Whenever an issue is raised, the administration should sit and nominate people to carry out research and determine the cause, effect, and mechanisms to curb it immediately (Moen Norman, 2006). The management should, therefore, give direction to the employees on how to solve the problem. Employees should play a significant role to ensure that raised issues are solved promptly. Employees should perform the following roles. Executing guidelines immediately when they are solved to them. Solving simple arising problems without involving the administration since it will take longer. Aiming at giving the clients the best service. The research will require allocation of funds and acquire qualified staff members. Nonresponsive customer service team Customer care team contains experts who are concerned with ensuring that the concerns of clients are listened and addressed as soon as possible. When the customer team becomes silence on issues raised by the customers, a significant threat is posed to the organization. It is because customers lose interest in the company and shift to another firm which values customers. The clients also influence their friends and relatives who even end up moving to other companies. The management of Latino engineering company should look at the channels used by the customer service team for communication. The administration should also ensure that the customer care staff is composed of friendly individuals who are very sociable. The team should also be satisfied in their task so that they can perform their duties with interest thus offering their best. The customer service team The team performs a very painful duty, and they should be keen on responding addressing customer's issues respectively. The employees should focus on the following to ensure that they maintain and attract potential buyers. Ensuring friendly relationship exists between them and the clients Advising clients on the use of purchased products Involving the management on the issues they are unable to solve. Financial resources will be applied in ensuring that the company's operation is based on the modern technology so that customer issues can be responded and solved quickly. Packaging and delivering wrong equipment The issue of illegal packaging equipment should not exist between Latino engineering companies. It is because it is a mistake based on the carelessness of the employees in charge of packaging and labeling. The issue shows that the Latino engineering company has employees who are not committed to their duties. To eliminate the problem the management and employees should insist on the following. The management should ensure that all employees serving the company are individuals who are highly qualified and experienced. The employees should also portray high levels of integrity and ability to work with minimal supervision (Nicolay et.al, 2012). The management should ensure that the employees are satisfied by rewarding them good pay and offering training and promotion services equally. Stern action should be taken on the employees involving themselves in careless mistakes. The employees should rectify on the following areas. Performing their duties keenly to avoid making careless mistakes Working together as a team so that they can correct each other henceforth avoiding silly mistakes. Continuous improvement plan (CIP) The continuous improvement plan is a mechanism for ensuring that challenges facing an organization are addressed. The constant improvement plan aims at curbing or reducing the existing problem. The device to be applied in Latino engineering company will be based on ISO 9001-2008 standards document (Moen, Nolan Provost, 199). The process will involve all stakeholders of the organization playing their roles respectively. They will be guided by the requirements of the customer. The management will play their responsibility which requires formulation of guidelines and policies. The established guidelines and procedures will go to the resource management who will enhance their implementation to achieve the product described by customers. The product is measured and analyzed for the improvement, and the process continues. There is also information flow involving the customers and the cycle. It is aimed at ensuring that the process is in favor of the customers. Continuous assessment plan for defective engineering equipment The quality control managers of Latino engineering company will look at the production and ensure that the defects are held and recycled. The records will be reviewed at specified intervals to ensure the mistakes are reducing continuously. The production machines will be checked continually to ensure they give an output of high quality. Assessment of Poor design and development follow up with clients. The customers will be assessed at set intervals. The Latino Company set committee will do it after three months. All the issues involving customer follow up on design will be tested. The assessment will aim at ensuring the firm is continuously improving on the aspect. Evaluation of Too long turnaround time for issue resolution. The assessment will focus on customers. The duration taken for their issues to be addressed is recorded. The evaluation will be done in four phases yearly. It will help the firm identify the progress of the Latino engineering company on rectifying the issues and monitor the effectiveness of the applied mechanisms. Assessment of Nonresponsive customer service team To assess the responsiveness of customer service team of Latino engineering group customers were used. The information obtained from the customer on how the service team has responded to their issues is used to identify the progress. The assessment is done in our phases yearly to test the performance of the plan under implementation. Evaluation of packaging and delivering wrong equipment The review will focus on the complaints made by the customer on delivery of indecent material from Latino engineering company. The information is obtained from records and shows how the firm is performing towards minimization or curbing delivery of faulty equipment. Conclusion Latino engineering company is facing the problem of customer dissatisfaction due to incompetence. The issues raised by the customers included defective engineering equipment, poor design and development follow up with clients. Too long turnaround time for issue resolution, non-responsive customer service team packaging and delivery of illegal material to the clients. The primary cause associated with the Latino organization is a failure of the management to ensure that they formulate policies and guidelines to be observed by all employees. The company should solve the internal issues first by providing that the employees are satisfied by rewarding them well and offering training and promotional services equally. The company should also ensure all the employees are qualified and they have outstanding experience of the allocated duties. The management should ensure that employees perform their duties with a lot of keenness. It will be achieved by establishing strict rules which prohibit careless mistakes. The company should also adopt a continuous improvement plan (CIP) to ensure that the improvement process remains continuous. Continuous improvement of the company's weakness will lead to increased customer satisfaction. The volume of the sales will increase thus the accrued revenue. The company will pose an opportunity for future existence and achievement of objectives. References Sekaran, U. and Bougie, R., 2016.Research methods for business: A skill building approach. John Wiley Sons. Hammer, M., 2015. What is business process management?. InHandbook on Business Process Management 1(pp. 3-16). Springer Berlin Heidelberg. Keohane, N.O. and Olmstead, S.M., 2016. Introduction. InMarkets and the Environment(pp. 1-10). Island Press/Center for Resource Economics. Latino, R.J., Latino, K.C. and Latino, M.A., 2016.Root cause analysis: improving performance for bottom-line results. CRC press. 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