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

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

Information Management and Business Review, 2023, vol. 15, issue 3, 41-49

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.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:rnd:arimbr:v:15:y:2023:i:3:p:41-49

DOI: 10.22610/imbr.v15i3(I).3515

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