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Part Four
Improvement
Worked example
Kaston Pyral Services Ltd (B)
As part of its improvement programme the team at KPS is concerned that customers are
not being served well when they phone in with minor queries over the operation of their
heating systems. These queries are not usually concerned with serious problems, but often
concern minor irritations which can be equally damaging to the customers’ perception of
KPS’s service. Figure 18.9 shows the process map for this type of customer query. The
team found the map illuminating. The procedure had never been formally laid out in
this way before, and it showed up three areas where information was not being recorded.
These are the three points marked with question marks on the process map in Figure 18.9.
As a result of this investigation, it was decided to log all customer queries so that analysis
could reveal further information on the nature of customer problems.
Figure 18.9 Process map for customer query