April 2011
Intermediate to advanced
332 pages
9h 37m
English
Content preview from Operations Management
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302 Operations Management: A Modern Approach
Similarly, process improvement should be based on information about the factors
that have a positive impact on customer satisfaction and employee attitudes. e
particular emphasis of the following analysis is on utilizing customer complaint
information to determine what makes the customer dissatised and using this as
a basis for process improvement, which in turn aims to avoid the repetition of the
errors that gave rise to the complaint in the rst place. So far little research has
been aimed at nding tangible methods to analyse and derive operational benets
from customer complaints. e following section presents a construction that was
implemented in a large Finnish company as a solution for ...
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