Operation management Essay Example | Topics and Well Written Essays - 750 words - 1

Operation management - Essay Example The main success of the company was drawn from the traditional management system and also the outstanding customer service as they believed the customer to be the greatest asset to a company. Their operations were mainly geared towards ensuring that the customers were satisfied and they looked for the best methods to ensure customer satisfaction. The employees within the organization had to work extra shifts to meet the demand of the customer in the organization. Delivery of service at the company had to be flawless and the customers had to have their services delivered on time making the process more difficult especially in the peak time when there was customer influx meaning that the processes involved increased due to the verification procedures. The company had to hire more workers on temporary basis to deal with the increase in the number of customers and also the inflows that were blowing out of hand for the employees at the company (Upton, 1997). The permanent employees also had to work extra shifts so as to meet the demands of the customers who had to get their insurance in order. The process that was involved in ensuring that the insurance forms were properly filled in and entered into the system was however marred with problems since the customers were at times not filling the form well. The problem of entering the wrong data into the systems was however more critical since the customers would be dissatisfied leading the directors to take a step and introduce the SPC model to sample the problem in the organization. The workers were not entirely amused but they had to abide by the directive and one of the directors Kluck hoped that the method would help in reducing the errors (Upton, 1997). The main reason for implementing the model to the company was mainly to understand the accuracy levels so as to come up with the best solutions to the problems that plagued the company. The SPC model was set up in such a way that each employee would