15-1Edited by Yue Zhang, CSU-Northridge, 2010

15-2

After Sales- An Investment for Customer Satisfaction

List the Information you require for preparing the presentation

Solution:

A) Voice of Customer

B) Competitors Data (Benchmarking)

C) No of Available technicians Required

D) Issues of other Departments

15-3

Method of Data Gathering

• Online Survey• Checklist• SOPs• Past Data

15-4

solutions

• Quality Function Deployment• Benchmarking• Test to be conducted for Employees• Hiring and training

15-5

THANK YOU