Customer order management in lens production

Introduction – Through this paper, quality tools such as 5 why, SWOT and SMART objectives will be implemented to address customer order management in lens manufacturing. The role of these methods is to identify non-conformities present in the company, but also to solve them. Mapping the objectives is a starting point for the work, to be transformed into SMART objectives that help to define them more clearly, becoming specific, measurable, approachable, relevant and within the allotted time. The transformation provides a solid basis for observing how achievable are the proposed bjectives; the strengths, weaknesses, opportunities and threats that may appear after the application of the possible solution found and, finally, the objective comparison of concrete data currently measured with the data that appeared after the changes applied in the organization.
Purpose – This paper describes a real case about customer order management in lens manufacturing.
Methodology – The Methodology used was the Case Study.
Findings – The use of methods ensures that customer expectations are met and exceeded, which leads to customer satisfaction and increased loyalty to the company.
The study of the paper includes the adoption of a solution that consists in the creation of a software and its concrete implementation. More precisely, following the adoption of the proposed solution, organizational performance was developed by increasing the degree of information accessibility by any department involved and optimizing production by eliminating dead times that came from manual activities, but which can be done more efficiently in a system computer thus avoiding human errors.
Therefore, the main value brought to the company lies in increased customer satisfaction and, directly proportionally, a better position in the market. Also, value is brought to the company by reducing costs or eliminating downtime.
 

Customer satisfaction, lens production, quality methods.