Order Customer Satisfaction Issues Assignment

Order Customer Satisfaction Issues Assignment
Background: You are a consultant and are asked to look at a problem facing a tax return preparation company. Customer complaints are soaring due to many issues such as; returns are started later than quoted, returns take longer than quoted to be completed, missing forms, and inaccurate billing statements. These issues appear to vary over time workload, and among employees, and error rates are much higher than the service level agreements promised. This level of complaints is believed to be affecting sales and future revenue.
Tax analysts were asked in a team meeting what the issues were and the following comments were made.
1) The work orders are often incorrect and have to be sent back to sales to get the corrected, which delays start time of a return
2) Software is slowing down as work load increased and adding to the job cycle time
3) Finished returns sit for days before billing sends them out for customer review.
4) Analysts have reported social media content with bad reviews
As a member of a team, you are the Green Belt assigned to lead the team and evaluate the issues and report back to management on your findings.
Data that is available to your team:
Customer Satisfaction Issues
Quantity
Order Customer Satisfaction Issues Assignment
Start Date vs promises
514
Completed return date
415
Inaccurate billing
115
Missing forms
31
Aged customer response
70
Misc. Random items.
20
Total Complaints
1165
Return

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