Customers need a warm welcome, help to find what they're searching for, and responses to any questions they may have. Stores need enough well-trained employees. Unfortunately, this is not always the case.Poor customer service at my retail store frequently leads tocustomer discontent and lost sales. My project for process improvement is the retail store's customer service experience.

Use the DMAIC (Define, Measure, Analyze, Improve, and Control) process for your process improvement project.

Write at least five paragraphs answering the following questions. Include in-text citations and references.

• Define the project goals and customer (internal and external) deliverables.
• Measure the process to determine current performance.
• Analyze and determine the root causes of the defects.
• Improve the process by eliminating defects.
• Control future process performance.