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Boosting Customer Satisfaction and Unleashing Inventory Mastery through the Dynamic PDCA Cycle at a Trendsetting Outlet in Malaysia: A Case Study of PKS Fashion Outlet

Author

Listed:
  • Azlina Muhammad
  • Nur Fadzrina Rosdin
  • Sisvan Gopalakrishna Pillai
  • Veera Pandiyan Kaliani Sundram
  • Muhammad Zaly Shah Muhammad Hussein
  • Li Lian Chew
  • Nur’Asyiqin Ramdhan
  • Nazura Mohamed Sayuti

Abstract

This study aims to investigate how PKS Fashion Outlet utilizes the PDCA methodology to enhance inventory management which eventually will boost customer satisfaction. As the department responsible for order-taking, customer feedback, and issue resolution over various channels, including phone and social media platforms, maintaining high customer satisfaction is crucial for PKS Fashion Outlet's primary business of selling fashion products. The research seeks to establish a continuous improvement process and enhance product quality by implementing the PDCA technique. Through a literature review, this study contrasts various approaches that have employed PDCA methods, demonstrating that PKS Fashion Outlet can improve service quality and inventory management through the Plan-Do-Act-Check process. The research provides recommendations and solutions to address the identified issues, leading to improved customer happiness and reduced complaints. It is important to note that this study focuses solely on customer service departments and enhancing customer satisfaction within PKS Fashion Outlet. The originality of this research lies in its application of the PDCA approach and fishbone analysis to identify the root causes of problems and their impact, contributing to the existing body of literature.

Suggested Citation

  • Azlina Muhammad & Nur Fadzrina Rosdin & Sisvan Gopalakrishna Pillai & Veera Pandiyan Kaliani Sundram & Muhammad Zaly Shah Muhammad Hussein & Li Lian Chew & Nur’Asyiqin Ramdhan & Nazura Mohamed Sayuti, 2023. "Boosting Customer Satisfaction and Unleashing Inventory Mastery through the Dynamic PDCA Cycle at a Trendsetting Outlet in Malaysia: A Case Study of PKS Fashion Outlet," Information Management and Business Review, AMH International, vol. 15(3), pages 41-49.
    • Handle: RePEc:rnd:arimbr:v:15:y:2023:i:3:p:41-49
    DOI: 10.22610/imbr.v15i3(I).3515
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    References listed on IDEAS

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    1. Veera Pandiyan Kaliani Sundram & Farha Ghapar & Mohd Firdaus Osman & Chew Li Lian & Azlina Muhammad, 2023. "Lean Six-Sigma Approach for Sub-Contract Licensing and its Process Improvement across the Manufacturing Supply Chain using GUT Priority Matrix," Information Management and Business Review, AMH International, vol. 15(2), pages 1-8.
    2. Hart O. Awa & Nnachi K. Ikwor & Doris G. Ademe, 2021. "Customer satisfaction with complaint responses under the moderation of involvement," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1905217-190, January.
    3. Veera Pandiyan Kaliani Sundram & Farha Ghapar & Chew Li Lian & Azlina Muhammad, 2023. "Engaging Lean Six Sigma Approach Using DMAIC Methodology for Supply Chain Logistics Recruitment Improvement," Information Management and Business Review, AMH International, vol. 15(1), pages 46-53.
    4. Stevens, Jennifer L. & Spaid, Brian I. & Breazeale, Michael & Esmark Jones, Carol L., 2018. "Timeliness, transparency, and trust: A framework for managing online customer complaints," Business Horizons, Elsevier, vol. 61(3), pages 375-384.
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    1. Ehsan Fansuree Surin & Oswald Timothy Edward & Nurul Naziha Zuhir & Adli Khusman Abu & Noor Wahida Ashaari & Hayati Mardhiah Shuib, 2024. "The nature of the relationship between service quality and customer satisfaction among mobile users: Experience from Malaysia," Information Management and Business Review, AMH International, vol. 16(1), pages 195-203.

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