Posted: February 15th, 2022

Ensuring success and developing a framework for leadership





Discussion 5 on PDCA Cycle 


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Discussion 5 on PDCA Cycle 

As an integral tool for continuous improvement, PDCA (Plan, Do, Check, and Act) remains essential for customer experience improvement. It is the best tool for process improvement. It can work well in understanding the factors behind the poor employee performance concerning improving customer experience in a Three Star Hotel Chain. To address the case issue, I will focus on using strategic leadership to respond to the issues raised in the scenario by utilizing Shewhart Cycle to address the inefficiencies in customer management (Shewhart, 1939). I will begin by planning a survey, and the results put into practice, determine if the approaches are successful, and finally act by implementing the suggested strategies to address the issue of poor customer service. 

In the first planning phase, it is essential to understand that the underscore issue is the lack of good customer service, which remains a significant driving force for most businesses. It helps organizations sustain positive brand awareness and identity. During this phase, the management will identify the opportunities they can use to improve customer experience. It will be necessary to use surveys to collect customer feedback, use CRM to understand the customer better, use social media to gain valuable customer insights, and learn some areas that require improvement from the employees (Shewhart, 1939). After identifying the shortcomings from the perspective of customers,individuals will use strategic leadership will be used to understand the characteristics of the team. This will allow the leadership to determine areas that require improvement. 

The second phase involves implementing the changes and processes identified in the initial stage. After identification of the problem, a small-scale pilot project is vital such as organizing a trial within the customer service department. For instance, the analysis of the scenario reveals that the main issue is a lack of good customer service. After realizing that customer service is an ongoing problem, the immediate measure should be implementing a continuous approach to ensure that the strategic leader enables the hotel to remain competitive and afloat (Dahl, 2020). Some of the approaches to be implemented for customer satisfaction will include listening to customers, training teams on customer service, understanding customer expectations, and offering multi-channel assistance. 

The third face will involve assessing the outcomes of the approaches to customer service employed in the above step. This involves analyzing the pilot project’s results against the expectations identified in the first phase. The assessment phase is important since it allows a strategic leader to determine whether or not the suggested approaches are working. The process of analyzing the results remains crucial since it will allow the leadership to make improvements where necessary (Dahl, 2020). For instance, if customers still report poor services, it could be necessary to improve. 

Finally, it gets to the phase of taking the necessary steps after the evaluation process is completed. It becomes important to implement the solutions while remembering that the PDCA is a loop, and not a process with an end (Shewhart, 1939). It will be necessary for the strategic leadership to use the most effective approaches to the improvement of customer service. If employee training and listening to customers prove worthwhile, these are the approaches to utilize in addressing the problems cited in the scenario. The hotel industry is very competitive and it is important to embrace approaches that work well in strengthening the brand and improving the reviews from returning customers. This helps the hotel to increase its efficiency and makes the Three-Star Hotel chain improve its customer service, which is a continuous problem without specific solutions. 


Dahl, J. (2020). Leading lean: Ensuring success and developing a framework for leadership. Sebastopol, CAl: O’Reilly Media, Inc. 

Shewhart, W. A. (1939). The statistical method from the viewpoint of quality control. New York, NY: Dover. 










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