Reference no: EM13231409
On-Time Technology Products recognizes that they should do more to connect with customers after a sale.
Assume you work in the On-Time Technology Products call center in Dayton, Ohio. A customer calls in and has a complaint about the quality on a digital timer for the kitchen that she bought last year at her local OTTC retailer. She does not have a receipt and never filled out the warranty card from the manufacturer.
The customer says, I am very dissatisfied with the digital timer. On several occasions, the alarm didn%u2019t go off. The final straw was last week when I hosted a party and all the food got burned in the oven.
OTTC has a strict 60-day return policy with the receipt. All OTTC products come with a one-year warranty provided by the manufacturer. Customers should immediately fill out a warranty card with a proof of purchase that they should mail to the manufacturer. Customers trying to return used OTTC products purchased on other company websites like ebay.com have become a frequent occurrence.
Beyond maintaining a technical support line between 8:00 a.m. and 5:00 p.m., they have done little else in the customer support area.
Search online for additional articles that will help you respond to the following questions.
- Use the 5 steps in problem solving process (see below).
- Show how using the 5 step problem-solving process led to solving the problem.
- Discuss how solving the problem in the manner you have chosen is fair to all customers.
- Provide your suggestion for increasing OTTC customer support after the sale.
Problem-Solving Process:
- Describe the problem.
- Decide the goal with respect to customer- relationship building.
- Brainstorm possible solutions.
- Eliminate possible solutions that are not feasible, ethical, or in line with company policy or goals.
- Solve the problem.
Assignment Directions
Submit your response in a PowerPoint presentation consisting of slides, using 12-pt. font, to the Dropbox.
|
Determine what is the present worth of the project
: An asset in the 5-yr. MACRS property class cost $100,000 and has no salvage value after six years of use. The asset will generate $300,000 in annual revenues and will require $100,000 in annual labor costs and $50,000 in annual materials costs.
|
|
What is the increment in income tax caused by the purchase
: A small manufacturing company has an estimated annual taxable income of $95,000. Due to an increase in business, the company is considering purchasing a new machine that will generate additional before-tax annual revenue of $50,000
|
|
Define the temperature of the gas in the bulb
: A mercury nanometer contains 2 g of Ar. A burner heats it to P-ext. at 760 torr. What is the Temperature of the gas in the bulb when the total volume is 3 L and H=76mm?
|
|
Manage project risk using proper writing mechanics
: Describe to your project sponsor how you intend to develop and implement an infrastructure of your project's management systems, focusing on at least two (2) significant unk-unks.
|
|
Decide goal with respect to customer- relationship building
: On-Time Technology Products recognizes that they should do more to connect with customers after a sale.
|
|
In order to maximize profit which product mix should pushed
: The Morton Company produces and sells two products, A and B. Following financial data on the products is available: Product A Product B Selling price $10.00 $12,00 Variable costs $5.00 $10.00 Fixed costs $2000.00 $600.00 Machining time 0.5 hrs 0.25 h..
|
|
What purposes do cpus, memory and i-o devices
: What purposes do CPUs, memory and I-O devices individually serve in a computer system
|
|
Compare and contrast the benefits of using qualitative
: Compare and contrast the benefits of using qualitative and quantitative data collection methods as they apply to organizational development (OD).
|
|
Compute the molar solubility of the compound in water
: Use the Ksp values in the table 16.2 to calculate the molar solubility of the following compound in pure water. Before Addition ~0.00mol 0.100mol 0.100mol
|