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Service Quality Report BlackBerry

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Added on  2020-04-07

Service Quality Report BlackBerry

   Added on 2020-04-07

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Competency Demonstration Report (CDR)
Service Quality Report BlackBerry_1
CE 3.1: Project IntroductionName of the Project: Managing the service quality in APAC region forBlackBerry smart phones Geographical Location: SingaporeProject Duration: Nov 2010 till dateOrganization:BlackBerry SingaporePosition in the Project: Service Quality Manager CE 3.2. Project BackgroundCE 3.2.1: Characteristics of the ProjectI was promoted to the role of Service Quality Manager during my work at the BlackBerryCompany. I had worked at the BlackBerry Care for ensuring the quality of the services providedto the customer through the service group. During this project I was deputed to APAC fromCanada for develop and qualify BlackBerry Singapore as individual site and outsourcing therepair partners in APAC which included Singapore, Australia, Indonesia, Malaysia, Korea, India, Hong Kong and Japan. During this project, I was the only Service Quality Manager working atthe APAC region. In addition to that, I had managed the various teams operating at the region forproviding required quality in services through continuous audit and analysis process. Page 2 of 8
Service Quality Report BlackBerry_2
CE 3.2.2: Objectives developed for projectIn this project I had developed the following objectives for ensuring the completion of alldeliverables for quality assurance of the BlackBerry smart phones:To identify the issue with customer complaints about the blackberry phones;To determine the source and reason of the defects;To provide feedback to Blackberry Canada for improving the manufacturing process;To eliminate the issue with the smart phones;CE 3.2.3: My area of workDuring my work at Blackberry Singapore, I had used PFMEA (Process Failure mode andeffects analysis), DOE (Design of experiments), SPC (statistical process control), and qualitytools. I had used my working knowledge and quality certifications in Quality from my pastexperience in this project. Apart from that, through the application of my Educational andacademic knowledge in the field of Electronics and Telecommunication Engineer, I haveeffectively carried out my duties in this project. Moreover, I had the responsibility for maintaining the process and service quality of allthe BlackBerry phones repaired in the APAC region and making sure the customers are satisfied.I had developed a Quality scorecard to measure the Outsource partners and one of the importantKPI (Key Process Indicator) was bounce apart from the other 5 KPI’s. In the bounce process, I had reported various faults and issues observed during thewarranty period of the smart phones. Page 3 of 8
Service Quality Report BlackBerry_3

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