Learning Series 2 : CUSTOMER SERVICE GAP ANALYSIS

Good morning , Suzuki San

Suzuki San turned around and found Miss P standing . "Miss P , what a surprise , how come you are in Lusaka "

Miss P says " Sorry to barge in Suzuki San , I couldn't get through on your phone , I am here to participate for the Annual Kaizen Conference on the 3rd and 4th November . I need to make some intense preparation on our Kaizen activities and have brought all information .  I heard KJ is organising a Learning session on 22nd Oct to explain on the Seven QC tools , and I wanted to attend that as well . I want to know something about Pareto analysis and a few other tools "

"Oh , I see. You are welcome to Lusaka , Miss P . I also heard of the meeting . It is unfortunate that we are not able to have these sessions in the Copperbelt , and I hope , we will start something there soon . By the way , do you know that KJ's second Learning series on Customer Service Gap Analysis was a huge success . The participants very intently learnt about the various service gaps that affect Customer satisfaction and went back with a wealth of knowledge . See these pictures  ,Miss P "

Miss P exclaims , "Wow , Suzuki San I would have loved to participate in these learning series . I also am wondering why so many companies in Lusaka are not able to send their staff for these programs . It would be a great opportunity to understand concepts and then bridge to practice "

Suzuki San sighed " Yes , rightly said , Knowledge will never let one down , It is always positive and we are pushing hard for the Top management of Lusaka Industry to understand that , and develop their staff to learn more and more .  One goodness about all this is that , one need not feel that they have missed out on anything . All that they have to do is to mail KJ to conduct another session , and knowing KJ  he will certainly help out .

Miss P , I am looking at the Kaizen Conference with great enthusiasm  . I really dont know how many of the participants are going to come with presentations that are beyond 5S , but we have to gradually move beyond that and start using the 7QC tools and real projects . "

"Understood , Suzuki San . Thanks for your time , Will update you after attending KJ's learning series on Thursday ."

"Where is it being held , by the way Miss P "

"I think owing to paucity of time to arrange with KIZ , KJ plans to have it in his organisation only , Specialised Systems Limited on Mwembeshi road , Light industrial area . Will you be coming , Suzuki San "

"Let me see , Miss P , I have to check on my diary and will certainly come if time permits. Best wishes "


Note 1 : Suzuki San , Miss P and her company are characters  developed by KJ and has no relevance to any particular person / processes/situation    . All mention are purely for illustration purpose of the central theme of the case and are personal opinions unless cited and shall have no recourse of consequences to author . Readers can use their practical inputs to alter any of the material that may be published . Readers are invited to express their views on this continuing case study series .

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