We Can Hear You Now (B): Voice of the Customer Project at Crutchfield Corp

27 Pages Posted: 7 Apr 2010

See all articles by Robert Landel

Robert Landel

University of Virginia - Darden School of Business

Abstract

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.

Keywords: six sigma, customer service

Suggested Citation

Landel, Robert, We Can Hear You Now (B): Voice of the Customer Project at Crutchfield Corp. Darden Case No. UVA-OM-1343, Available at SSRN: https://ssrn.com/abstract=1585662 or http://dx.doi.org/10.2139/ssrn.1585662

Robert Landel (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/faculty/landel.htm

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