N.Kasavan, Shobana Menon and Khew, Ying Ye and K.A. Ahamed Meeran, Hamid Kareem
(2014)
Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang.
Masters thesis, Universiti Sains Malaysia.
Abstract
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.
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