Blockbuster Video currently doesn’t use QC charts at their stores. The way that the General Managers and Corporate level managers can see if customers are receiving the service that they should is by filling out surveys. This practices just started up last month, at random customers will receive a receipt with there purchase that will encourage the customer to log onto a website to rate the service that they received. In the past they would have anonymous shoppers come in during busy shifts to ensure that employees where offering the best customer service possible even under stressful conditions.
The managers on duty also keep an eye out to see how well employees are taking care of the customers and if they are answering the phones on time. Blockbuster has a rule that all phones must be answered within three rings; this ensures that the customer is not waiting on the phone to long to have their questions answered. Managers also help to ensure that there are enough employees on the registers; Blockbusters rule is for every two customers in line there should be an employee on register.
I think it would be beneficial to Blockbuster if they did use QC charts in the store level. This would help to see which employees have been performing well in the past months and which ones could use some extra training on their customer service techniques. The charts can also help to see how many customer disputes there have been in recent months and which employee was there when the dispute happened. With the QC chart management can find a way to effectively train employees to ensure that the dispute will not happen again and further advance their customer service skills.
Blockbuster uses continuous improvement in their stores but they don’t use a diagram to show it. The only diagrams they use in the store are diagrams showing how much money their store is making and how much more needs to be made to reach the designated quota. They should use the Fishbone diagrams in the stores because it will help management to see why customers aren’t happy with a product or a service received in the store. Then managers can decide what can be done to improve the service and make customers leave the store happy and want to continue to shop there. They can also use Six Sigma to get a more in-depth understanding of what the key issues in the store are and what should be done. Most things can be fixed by training and if that still doesn’t help the employee and they continue to get complaints further action has to be taken.
The managers on duty also keep an eye out to see how well employees are taking care of the customers and if they are answering the phones on time. Blockbuster has a rule that all phones must be answered within three rings; this ensures that the customer is not waiting on the phone to long to have their questions answered. Managers also help to ensure that there are enough employees on the registers; Blockbusters rule is for every two customers in line there should be an employee on register.
I think it would be beneficial to Blockbuster if they did use QC charts in the store level. This would help to see which employees have been performing well in the past months and which ones could use some extra training on their customer service techniques. The charts can also help to see how many customer disputes there have been in recent months and which employee was there when the dispute happened. With the QC chart management can find a way to effectively train employees to ensure that the dispute will not happen again and further advance their customer service skills.
Blockbuster uses continuous improvement in their stores but they don’t use a diagram to show it. The only diagrams they use in the store are diagrams showing how much money their store is making and how much more needs to be made to reach the designated quota. They should use the Fishbone diagrams in the stores because it will help management to see why customers aren’t happy with a product or a service received in the store. Then managers can decide what can be done to improve the service and make customers leave the store happy and want to continue to shop there. They can also use Six Sigma to get a more in-depth understanding of what the key issues in the store are and what should be done. Most things can be fixed by training and if that still doesn’t help the employee and they continue to get complaints further action has to be taken.
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