Repairing Customer Satisfaction Prep-Work

 

Overview

You will be using the "Repairing Customer Satisfaction" Download "Repairing Customer Satisfaction"case study for all of the activities in this course. In week 3 you will develop the first progress report where you will outline the root cause(s) and create a problem statement. For this activity, you will start the process by developing a set of powerful questions and by identifying which approach(es) you will use to frame the problem(s). (Reference Chapters 1 and 2 of your text).

Instructions

Read the case study "Repairing Customer Satisfaction" Download "Repairing Customer Satisfaction"and select the role (VP-Quality, VP-Production, or VP-Customer Relations) you will assume to complete the course activities and assignments. To complete the activity, you will need to keep in mind you are working to identify potential root causes for the lower performance cited for your respective area of responsibility. You will access the case study via the link provided and follow the instructions below.

Based on the case study "Repairing Customer Satisfaction" Download "Repairing Customer Satisfaction", develop a 1 - 2 page plan that includes the following.

1. Explain how the role you selected contributes to overall company performance (include the role title selected).
2. Describe how you will apply the principles of asking powerful questions.
3. Develop 3 to 5 powerful questions that will assist you in drilling down to the root cause(s) and arriving at a conclusion.
4. Discuss the approach you will use to frame the problem and how you will create a problem statement that conveys the impact of the identified root causes on the organization.

This course requires the use of Strayer Writing Standards (SWS). The library is your home for SWS assistance, including citations and formatting. Please refer to the Library site for all support. Check with your professor for any additional instructions.

Help Resources

• Check out this interactive tutorial: Using Your Own Words: Preventing PlagiarismLinks to an external site..

Week 2 Activity - Repairing Customer Satisfaction Prep-WorkWeek 2 Activity - Repairing Customer Satisfaction Prep-WorkCriteriaRatingsPtsDescribe how the role you selected contributes to overall company performance. Include the role title selected.22 to >19.8 ptsExemplaryDescribed how the role you selected contributes to overall company performance. Included the role title selected.19.8 to >17.6 ptsCompetentDescribed how the role you selected contributes to overall company performance, but the description is incomplete. Included the role title selected.17.6 to >15.4 ptsNeeds ImprovementDescribed how the role you selected contributes to overall company performance, But the description is incorrect. Included the role title selected.15.4 to >0 ptsUnacceptableDid not describe how the role you selected contributes to overall company performance. Did not include the role title selected./ 22 ptsDescribe how you will apply the principles of asking powerful questions.22 to >19.8 ptsExemplaryDescribed how you will apply the principles of asking powerful questions.19.8 to >17.6 ptsCompetentDescribed how you will apply the principles of asking powerful questions, but the description is incomplete.17.6 to >15.4 ptsNeeds ImprovementDescribed how you will apply the principles of asking powerful questions, but the description and principles selected are incorrect.15.4 to >0 ptsUnacceptableDid not describe how you will apply the principles of asking powerful questions./ 22 ptsDevelop 3 to 5 powerful questions that will assist you in drilling down to the root cause(s) and arriving at a conclusion.27.5 to >24.75 ptsExemplaryDeveloped 3 to 5 powerful questions that will assist you in drilling down to the root cause(s) and arriving at a conclusion.24.75 to >22 ptsCompetentDeveloped 2 powerful questions that will assist you in drilling down to the root cause(s) and arriving at a conclusion.22 to >19.25 ptsNeeds ImprovementDeveloped 1 powerful question that will assist you in drilling down to the root cause(s) and arriving at a conclusion.19.25 to >0 ptsUnacceptableDid not develop 3 to 5 powerful questions that will assist you in drilling down to the root cause(s) and arriving at a conclusion./ 27.5 ptsDiscuss the approach you will use to frame the problem and how will you create a problem statement that conveys the impact of the identified root causes on the organization.27.5 to >24.75 ptsExemplaryDiscussed the approach you will use to frame the problem and how will you create a problem statement that conveys the impact of the identified root causes on the organization.24.75 to >22 ptsCompetentDiscussed the approach you will use to frame the problem and how will you create a problem statement that conveys the impact of the identified root causes on the organization, but the approach discussed is incomplete.22 to >19.25 ptsNeeds ImprovementDiscussed the approach you will use to frame the problem and how will you create a problem statement that conveys the impact of the identified root causes on the organization, but the approach discussed is incorrect.19.25 to >0 ptsUnacceptableDid not discuss the approach you will use to frame the problem and how will you create a problem statement that conveys the impact of the identified root causes on the organization./ 27.5 ptsWrite a plan that is clear, includes appropriate writing mechanics, and follows SWS formatting requirements.11 to >9.9 ptsExemplaryWriting has very few spelling, punctuation, and grammatical errors; few fragments, comma splices, and run-ons. 0–2 errors present.9.9 to >8.8 ptsCompetentWriting has spelling, punctuation, and grammatical errors that are distracting in a few places; few fragments, comma splices, and run-ons. 3–4 errors present.8.8 to >7.7 ptsNeeds ImprovementWriting has spelling, punctuation, and grammatical errors that are distracting in some places. 5–6 errors present.7.7 to >0 ptsUnacceptableWriting has spelling, punctuation, and grammatical errors, fragments, comma splices and run-ons that distract from the message. More than 6 errors present./ 11 ptsTotal Points: 0