Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang

Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improv...

Full description

Saved in:
Bibliographic Details
Main Authors: N.Kasavan, Shobana Menon, Khew, Ying Ye, K.A. Ahamed Meeran, Hamid Kareem
Format: Thesis
Language:English
Published: 2014
Subjects:
Online Access:http://eprints.usm.my/44476/1/SHOBANA%20MENON%20N.KASAVAN.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improve a firm’s business growth. Motorola Solutions primarily receive three types of complaints from customers: [1] feature functioning but not fulfilling customer’s expectation, [2] feature malfunction and [3] long cycle time to fix issues. In order to root-cause the underlying factors that causes customer complaints,the SVP Framework was adopted as the research methodology.