The with little experience. Introduction In this report,

The work efficiency and customers’ satisfaction are very important aspects for the company’s sustaining development. Through the research, we can explore some problems in the management process in time, and put forward some useful recommendations. On behalf of the DECS, we help the AllRepairs mechanics to investigate the working efficiency among workers with different experience and the customers’ satisfaction with the repairing service.

The results show that the workers with 10 years’ experience always does the most effective and satisfactory jobs, although they spend more time to finish the jobs. And the overall customer satisfaction is 77.1%, which is slightly below the company’s target. The dissatisfaction jobs mostly appear in the easy and standard jobs, and are always done by the workers with little working experience. The company should enhance the quality control toward the easy and the standard jobs, and manage to increase the working experience of the workers with little experience.

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Introduction In this report, firstly I give a brief description of the data set and dig some important information from it, then I analyze whether there are significant differences in the working efficiency between workers with different experiences, thirdly I measure whether the customer satisfaction reaches the goal of the company and analyze which factors affect the satisfaction rate, last I put forward my conclusion and give some suggestions.

Discussion and Analysis The table shows the customers’ attitude toward the service by workers with different experience. The satisfaction rates for the very skilled, skilled, semiskilled, unskilled are 78.6%, 85.7%, 74.7% and 71.3%. When excluding the non-response customers, the rates are 83.1%, 90%, 77.8% and 74.0%. The service quality is significantly different among different workers. Among the dis-satisfied jobs, 14 and 18 pieces are done by the semiskilled and the unskilled, which account for 68.9% of the total 47. Hence, in order to improve the service quality, the company should take some measures to increase the service level of the unskilled and the semi-skilled.

Conclusion

From the above analysis, we conclude that the efficiency and effectiveness are significantly difference among workers with different experience. Although the skilled workers spend more time on the work, their service is the most satisfactory. The customers’ overall satisfaction rate is slightly below the company’s target, and the satisfactory rates are different among workers with different experience. In order to boost the satisfactory rate, the company should strength the quality control on the easy and standard jobs, and it should enhance the service quality of the workers with little experience.

References

Etheridge, D. 2007, Excel 2007 Data Analysis: Your visual blueprint(tm) for creating and analyzing data, charts, and PivotTables, NY: Wiley Publishing.

Derek, R. A. 2004, Customer satisfaction research management: a comprehensive guide to integrating customer loyalty and satisfaction metrics, ASQ Quality Press.

Jankowicz, A. D. 1991, Business Research Projects for Students, London: Chapman &Hall.

Paul R. Kinnear & Colin D. Gray. 2008, SPSS 16 made simple, London: Psychology Press.

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