Kindly solve this management problem A MANAGER TAKE S CHARGEAudatex Uses PDCA and ITIL to Improve Its Service OfferingsAudatex is a UK-based subsidiary of the Soleara Company. It operates as a service pro-vider for body shops and insurance companies. Audatex offers an integrated suite of soft-ware to support auto insurance collision repair shops in automating claims processing.repair job estimating, and shop management. The Audatex software enables insurancefirms to increase customer satisfaction by shortening repair times, reducing loss adjust-ment expenses, and improving claims processing control and efficiency. The systemincludes support for such actions as ordering courtesy ears, sending text messages tocustomers to provide them with progress updates on their repair job, ordering parts fromsuppliers for repairs, invoicing insurance companies, and matching invoices to repairestimates 1oThe firm must invest heavily in product development, new technology, and improvedproducts and services to remain competitive. To that end, Audatex recently convertedfrom a stand-alone software package that ran on a user's personal computer to a Web-based service that users access over the Internet. The new infrastructure allows prod-uet specifications and other information to be updated once at a central point rather thanmultiple times on a site-by-site basis.Ross MeEleny, IT services director at Audatex, recognized that running the Web-hasedsystem would introduce new, demanding requirements for security, regulation, and servicelevels. Audatex must not only meet these requirements but avoid passing unnecessary costsalong to its customers. Alsa, because Audatex stores and manages data centrally on behalf ofits many clients, it has a legal level of responsibility under regulations such as the DataProtection Act, the main legislation that covers the protection of personal data in the UK."From an insurer's point of view, Audatex has to make data both highly available and highlysecure, as well as keep it safe for seven years in case of legal or fraud-related action. With allthese issues in mind, MeEleny formed a process improvement team. MeEleny said, "It's nogood having high-performance systems that aren't available, or highly available systems thatdon't perform."During the Plan step, the team defined the goal as being able to deliver a consistentand measurable service to Audatex clients. The analysis began with an audit of existing sys-tems and processes. The ITIL framework was used as a standard for comparison, whichallowed MeEleny to check the efficiency of processes and identify gaps where new sys-tems and standards needed to be introduced. The team identified the need for addi-tional staff training and capturing useful data from each customer eall.During the Do step, the team introduced staff training in two separate areas: servicesupport and service delivery. They also implemented the ITIL program best practices forcall logging and problem resolution.During the Check step, the team introduced useful charts (dashboards) to measureup-to-date progress on problem resolution.Not completely satisfied with the results, Audatex established a continuous improve-ment loop that uses many of the techniques built into ITIL to capture calls from custom-ers and feed them into the firm's incident management and system development processes.Audatex also uses customer surveys to measure progress. The company emphasizes thatit is just beginning a long journey of continuous improvement.Discussion Questions:1.What role did the ITIL guidelines play in this process improvement project?Can you identify areas at Audatex other than customer service in which ITIL.guidelines and the PDCA process could be brought to bear and achieve signifi-cant benefits?At what point would a team stop this ongoing process inmprovement2.3.

Research includes the collection, organization, and analysis of data to increase understanding of a…

Discussion Questions: 1. What role did the ITIL guidelines play in this process improvement project? 2. Can you identify areas at Audatex other than customer service in which ITIL guidelines and the PDCA process could be brought to bear and achieve signifi- cant benefits? At what point would a team stop this ongoing process improvement 3.

Discussion Questions: 1. What role did the ITIL guidelines play in this process improvement project? 2. Can you identify areas at Audatex other than customer service in which ITIL guidelines and the PDCA process could be brought to bear and achieve signifi- cant benefits? At what point would a team stop this ongoing process improvement 3.

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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