E-OfficeWorx Continuous Improvement Report

The company conducted a random sample of a formal customer survey as part of their implementation
of the continuous improvement system. The outcomes are presented below.

There were 75 customers given the survey, only 49 of which were returned. So, they were going to
respond to four general questions. Here are the findings:

0
3
Customers who would recommend 8
38

0
1
Customers who would purchase again 6
42 totally dissatisfied
dissatisfied
2 somewhat satisfied
8 totally satisfied
Ease of doing business 19
20

1
4
Overall Satisfaction 18
26

0 5 10 15 20 25 30 35 40 45

As you can see the bar charts above. It clearly shows the results of the survey in accordance with the
industry benchmarks that 42% average rate of customers who are totally satisfied as to Overall
satisfaction, 47% average number of customers who are totally satisfied with ease of business, 72%
average customers who would like to purchase the products again and 63% average of customers who
would recommend E-OfficeWorx to others.

The company really performing well in terms of their customer service based on the average percentage
rate that the company gained from the customer survey.

As to my recommendations for the future customer surveys by using the latest trends like technology
because people now a days really attached to technology and give incentives for spending time
answering the survey. Also, study or conduct research on how other company excel in their fields and
try to apply it in E-OfficeWorx for continually improving in terms of product s and services and to the
whole company as well.

Another recommendation worth considering is hiring internal audit committees to establish effective
and efficient internal controls that would enable the company to further improve its operations not just
for a certain year, but for the years to come. After all, the philosophy behind continuous improvement
teaches us to look forward to the long term benefits our actions have.