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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.
Predetermined Time Standards (PTS) - Process Design This is a work measurement technique whereby times established for basic human motions (classified according to the nature
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What are the Chase demand strategies? Chase demand strategies: It is just the opposite of a level capacity strategy. The organisation frequently chases customer demand an
What are Best Buy Inc. strategic objectives?
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