Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.
In a series of three interactive exercises, learners explore the relationship between process cycle time and defect detection, and between process cyle time and smaller batch sizes. The techniques of lean/JIT are applied to achieve the continuous improvement (kaizen) goal of reducing inventory by pursuing one-piece flow.
This interactive activity represents the grid modeling technique, a heuristic model for choosing a centralized location for a manufacturing or distribution center within a supply chain network. The formula calculates a central point between the suppliers and the markets. This object requires the latest version of Flash Player.