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...
Saved in:
Main Authors: | , , |
---|---|
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!
|
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. |
---|