We Can Hear You Now (B): Voice of the Customer Project at Crutchfield Corp
University of Virginia - Darden School of Business
Darden Case No. UVA-OM-1343
Appropriate for marketing and operations managment courses. Appropriate for marketing and operations management services courses. The director of customer service of a catalog electronics business has asked a Six Sigma Black Belt for assistance in evaluating several ideas to effectively obtain and analyze feedback from users of its customer service department. Students are to evaluate the design and findings from a similar project, focused on sales agent performance, run several years before and then recommend a Six Sigma project design and execution plan to assess the customer feedback from inquires involving delivery dates, order charges, complaints, and product returns.
Number of Pages in PDF File: 27
Keywords: six sigma, customer serviceworking papers series
Date posted: April 7, 2010
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