|
| |
|
| |
[essays and dissertation][Business Subjects][Logistics and Supply Chain]MSc in Logistics and Supply Chain Management (2007) Investigating the root cause of customer service inquiries in order to reduce service incidents论文
|
|
|
|
 论文编号：
org200807210730041618 |
| 论文属性：
thesis |
| 论文语言：English |
| 论文国家：U.K. |
| 登出日期： 2008-07-21 |
| 字数： 12375 |
| 源程序：
无 |
| 价格：
600 |
| 注明： |
|
|
| 论文大纲，目录 |
| 关键词搜索：customer service Logistics Supply Chain Management customer inquiry Case Study thesis Customer Value Customer Satisfaction Social Surveys Data Analysis |
he Statistic of Incidents (source: 3663 customer service dep. -from June 25th) - 22 -
Table 4 Credit Note Analysis Breakdown (Source: By 3663 Customer Service Dept of the week from the July 7th, 2007) - 23 -
Table 5 Statistics of the week started (Source: 3663 customer service dept.-from July 2nd, 2007) - 24 -
4.2.2 Data Analysis - 24 -
5. Analysis ——Retrospective Analysis Method of CREAM and Its Application in Root Cause Analysis - 27 -
5.1 Cognitive Reliability and Error Analysis Method (CREAM) - 27 -
5.1.1 CREAM‘s Common Performance Condition - 27 -
5.1.2 CREAM‘s Retrospective Analysis - 28 -
5.1.3 Root Cause Retrospective Analysis - 28 -
5.2 Customer Service Inquiries of 3363’s: CREAM - 29 -
5.2.1 3363’s Common Performance Condition - 29 -
5.2.2 3363’s Retrospective Analysis - 30 -
5.2.3 3363’s Root Cause Retrospective Analysis of Customer Service Inquiries - 32 -
5.3 Improvement Measures and Suggestions - 34 -
6. Conclusion - 36 -
6.1 Main Conclusions - 36 -
6.2 Research Limitation and Further Research Questions - 37 -
7. References: - 38 -
List of Tables
Table 1 Social Surveys - 17 -
Table 2 Secondary Research - 18-
Table 3 The Statistic of Incidents - 22 -
Table 4 Credit Note Analysis Breakdown - 23 -
Table 5 Statistics of The Week Started - 24-
英语论文网 【http://www.51lunwen.org】;
List of Figures
Figure 1 Service Analysis ………………………………………………………………….-5-
Figure 2 The Processed of Retrospective Analysis ………………………………………-30-
本文来自：英语论文网 【http://www.51lunwen.org】 |
| 第1页 第2页 第3页 |
|
|
| 最新论文 |
最热门论文 |
|
|
|
