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We Can Hear You Now (B): Voice of the Customer Project at Cr...
Landel, Robert D.; Taylor, Laure; Zimmerman, Alan
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We Can Hear You Now (B): Voice of the Customer Project at Crutchfield Corp.
Landel, Robert D.; Taylor, Laure; Zimmerman, Alan Case OM-1343 / Published January 17, 2008 / 26 pages.
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Product Overview

Appropriate for marketing and operations management courses. The director of customer service in an electronics catalog 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 asked to evaluate the design and findings from a previously run project focused on sales agent performance and then to recommend a Six Sigma project design and execution plan to assess the customer feedback about delivery dates, order charges, complaints, and product returns.




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  • Overview

    Appropriate for marketing and operations management courses. The director of customer service in an electronics catalog 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 asked to evaluate the design and findings from a previously run project focused on sales agent performance and then to recommend a Six Sigma project design and execution plan to assess the customer feedback about delivery dates, order charges, complaints, and product returns.

  • Learning Objectives