We Can Hear You Now (B): Voice of the Customer Project at Crutchfield Corp. Harvard Case Solution & Analysis

For marketing and operations management courses. For marketing and operations management services courses. Director of Customer Service business directory electronics asked Six Sigma Black Belt to help assess a few ideas for the efficient production and analysis of feedback from users of its customer service. Students design and evaluate the results of a similar project focused on performance of distributors, start a few years ago, and then recommend the Six Sigma project to develop and implement a plan to assess the feedback from customers with queries involving delivery, order charges, complaints and returns products. "Hide
by Robert D. Landel, Laura Taylor, Alan Zimmerman Source: Darden School of Business 27 pages. Publication Date: January 17, 2008. Prod. #: UV3959-PDF-ENG

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