Developing problem solving skill for logistics team: a case of company SA

Abstract

Ensuring customer satisfaction is a crucial aspect in retaining customers and fostering repeat purchases. Within the framework of the company's objective to expand its market reach and retain existing clients, the escalation in the volume of complaint emails serves as an indication that customers are dissatisfied with the present service quality of SA. Consequently, a significant number of clients have terminated their contractual agreements to procure goods from rival companies. In order to ascertain the origin and underlying factors of the issue, a comprehensive analysis involving in-depth interviews and a thorough review of relevant theories was conducted. There exist five potential factors that may result in Increasing Customer Complaint and Poor Customer Service Satisfaction as: Reputation-Building Orientation, Verbal Communication, Non-verbal Communication Skills, Poor Problem-Solving Skills and Poor Customer Service Orientation. The research indicates that Weak Searching Solution and Poor Customer Service Orientation are main problems of current symptom. Subsequent investigation reveals that there exist three primary factors contributing to this circumstance: Lack of Motivation, Resistance to Change and Lack of Training. The primary factor attributed to this scenario is the absence of adequate training. Furthermore, the research demonstrates that both motivation and employee resistance exert a significant influence on the implementation of training knowledge in practical settings. Thus, the proposed solution is deemed capable of addressing all three underlying factors impacting the organization. Upon careful evaluation of the financial implications and the available workforce, the logistics team reached a consensus to develop the training program utilizing an online platform and incorporating case studies generated by internal resources. Integrating both internal and external factors can facilitate the maintenance of up-to-date training content and ensure that the practices are aligned with current realities. Furthermore, the organization provides a problem-solving system for recording purposes, which aids employees in learning from the challenges faced by their colleagues. Key Performance Indicators (KPIs) related to problem-solving are designed to incentivize employees to implement innovative solutions and participate in contribution recording systems. The utilization of a communication channel through Teams has been found to enhance the efficacy of communication. As per the survey results, it can be inferred that the plans offered by the company have received unanimous agreement and satisfaction from all the employees.