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Description

Customer walks in to the showroom Answer customer queries on carpet types, the quality, cost & show displays of carpet designs. Check the availability of stocks and give customer sample pieces of carpets that are in stock. Take down customer details- name, address, telephone no., & product requirement into inquiry book. Give inquiry book to Assistant General Manager to get a sales person allocated. Give sales person relevant details. Sales person visits the relevant site. Measures requested floor area & confirms colour from the customer from the samples he had received previously. Prepare a draft quotation for measured floor area, the carpet Sq.Ft required for it, the price per Sq.Ft and with confirmed colour. Give quotation to be typed according to draft quotation Get approvals from AGM for prepared quotations.

Time
5 20

Distance

10 5

5 120 30

20 10 45

Deliver approved quotation to customer.

Receive confirmation from customer to related quotation by Fax Prepare an estimate to relevant confirmed quotation.

15 10

Send prepared estimate to accountant to approve after checking profit margins

Prepare an invoice and an AD amounting to approved estimate

20 5

Sales person calls the customer and request that the payments are to be made to the cashier to invoice value.

10
Customer makes payment to cashier accounting to the invoiced value.

10
Invoice copy and the AD are sent to store keeper.

Sales person checks the invoice and the AD.

10 20

Choose the relevant goods.

Load the relevant goods to the truck.

20

This is a flow chart of a system where the customer walks in to a carpet selling showroom, decides what he wants, let the sales person measure where he wants the carpets, pay and make the goods delivered to the required place. By analyzing the system I could come up with several activities which are taking so much of time than the desired level.

Activity 1. Giving customer samples of stock 3. Preparing AD an invoice to the Approved estimate. Total

Actual result (min) 30 30

Desired result (min) 15 20

Gap (min) 15 10

60

35

25

Suggestions to improve the above mentioned activities.

Giving customer samples of stock Giving samples pieces of stocks was taking too long and this is one of the main factors that led to customer dissatisfaction. The solution for this was to have a sample box where all carpet pieces would be pre cut and kept in the box and this box had to be kept in the corner of the showroom so when a customer wanted a piece of sample it is just a matter of taking and giving a sample from the box.

Preparing an AD & invoice to the Approved estimate

This is done by two persons. Yet if we reduce this to one person and let the both documents to be prepared by one person we can save time and labour.

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