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Essay / Research Paper Abstract
This 5 page paper evaluates the possibility of enhancing Boeing's customer service system. The concept of lean manufacturing is discussed. Bibliography lists 4 sources.
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5 pages (~225 words per page)
File: RT13_SA609Boe.rtf
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interventions were proposed which are the reduction of staff, cutting benefits, and lean manufacturing. Lean manufacturing is emphasized and it is suggested that employee involvement would create a
model for a leaner, meaner organization which will be able to compete with other companies in this end of the industry. In evaluating this concept, it is important to confirm
that lean manufacturing is suitable to the aerospace industry. Reitz (2002) reports that the "concepts of Lean Manufacturing can be successfully adapted to almost any industry" (p. 103). Indeed, it
seems as if lean principles are conducive to growth for most any firm. By cutting costs, Boeing should be able to remain competitive. A consultant is chosen to provide
an action plan to coincide with this decision made by Boeing executives. How might a consultant approach this task? First, a variety things need to be considered. A consultant
will want to examine customer satisfaction. It is known that customers like to do business with firms that have good reputations. That is, if companies have reputations where they do
not take care of their employees, they may not purchase merchandize from the manufacturer. In other words, boycotts sometimes do occur when things are strained in house. This means that
a firm embarking on lean manufacturing will want to see whether or not overall customer satisfaction will be affected. It is prudent to examine literature on customer satisfaction. Patterson
(2000) writes: "Studies modeling customer satisfaction have often produced conflicting findings, prompting some scholars to suggest that satisfaction may vary under different product and situational conditions" (p.138). Here, in a
nutshell, one sees that there is no conclusive evidence to demonstrate certain things are definitely true about customer satisfaction. However, Boeing ought to consider the customers it services as well
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