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Quality and Reliability & After Sales Service - Operation Strategy
Quality and reliability
The extent to which the customers' expectations are satisfied or exceeded by the product or service, and continue to be satisfied in service. Kwik-Fit, which provides a fast replacement service for car parts at competitive prices, also competes on quality. In its reception areas there is a prominent display of its code of practice and of the company's commitment to go beyond mere customer satisfaction: 'Welcome to Kwik-Fit. Our aim is 100 per cent customer delight'.
After sales service
The effectiveness with which customers queries or complaints are handled. There is significant growth in call centre facilities where answering customer calls within pre determined time frames is measured closely.
The number of visitors at a theme park by season and year has been recorded and is given in the following table: Quarter 2003 2004 2005 2006 Winter 45 46 35 16 Spr
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A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?
Why manufacturing matters
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