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Paper on Value Chain Engineering System

Added on - 24 Feb 2020

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August 26, 20171Name......Student Number.....Supply Chain AnalyticsValue chain engineering systemNameUniversity26thAugust 2017
August 26, 20172Name......Student Number.....Supply Chain AnalyticsTable of ContentsExecutive summary.........................................................................................................................2Introduction......................................................................................................................................2Data analysis....................................................................................................................................3i)Complaint types....................................................................................................................3ii)Product family......................................................................................................................4iii)Association between complaint type and product family.....................................................5Problem definition...........................................................................................................................7Solutions and suggestions................................................................................................................7References........................................................................................................................................8
August 26, 20173Name......Student Number.....Supply Chain AnalyticsExecutive summaryThis paper sought to understand the complaint types raised by the customers of an electronicsupplying company. A total of 719 complaints were scrutinized where majority of complaintsidentified were to do with delivery. Most of these complaints came from a product family“PF12”. Results showed that there is no significant association between product family and thecomplaint type. Many of the complaints were however identified to be as a result of human errorwhile others might have arose due to failed machines and equipment.IntroductionRecently an electronic company has been receiving numerous customer complaints which makesales and customer service representative (CSR) department sick of hearing angry customers’voice. The marketing/sales manager requested for analysis of the customer complaints data tofind out problems and come up with solutions.In this paper therefore we attempt to discuss customer complaints, product family, and types ofcustomers. In business arena, customers are regarded as the “Kings” and “Queens” who deserveto be listened to. The handling of customer complaints is therefore a critical component aimed atproviding superior customer performance. According to Albrecht (1995), there are three keyaspects of handling customer complaints. The aspects are; acknowledging customer complaints,identifying customer complaints, and handling customer complaints.Data analysisThe data in the spreadsheet is pulled out from Enterprise Resource Planning (ERP) system of thecompany which is active in the electronic industry. The ERP systems takes note of the date whenthe complaint was initiated, date when the response was received, name of the customer, type of
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