Think about a time you received a product or service and you were not satisfied with the quality of the service or product. For this case study, you will focus on the four components of customer-relationship management that are essential in total quality management. This case study will examine your viewpoint as the customer and put you in the seat of the quality manager.Explain the nature of the quality issue for your service or product and provide a description of how you went about addressing your quality complaint with the service provider or product manufacturer. Were you satisfied with how your complaint was handled? Explain why complaints or defects should be viewed as a good thing from a company standpoint. What type of feedback did you get from the service provider or product manufacturer? Were you asked, or did you participate in any type of solicited customer feedback such as a survey? Explain the benefit of using customer feedback to improve the company’s customer service and quality. Explain which customer feedback tool you believe would provide the most benefit for your company. What type of guarantee did you receive based on your quality issue? Was the guarantee consistent with the five elements of an effective guarantee? Please explain why or why not. Explain the importance of having an effective guarantee policy from a marketing and quality standpoint. Based on the quality issue presented in this case study, you have been asked to lead a team to improve the process and implement a corrective action. Your thoughts and reasoning can be hypothetical for this aspect of the case study. You are encouraged to do research to determine elements of an effective corrective action.
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