Business Case Studies & Business Publications

We Can Hear You Now (B): Voice of the Cu...

Landel, Robert D.,...

Case

We Can Hear You Now (B): Voice of the Customer Project at Crutchfield Corp.

Landel, Robert D.; Taylor, Laure; Zimmerman, Alan

OM-1343 | Published January 17, 2007 | 26 pages Case

Collection: Darden School of Business

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Product Details

Appropriate for marketing and operations management courses. The director of customer service in an electronics catalog business has asked a Six Sigma Black Belt for assistance in evaluating several ideas to effectively obtain and analyze feedback from users of its customer service department. Students are asked to evaluate the design and findings from a previously run project focused on sales agent performance and then to recommend a Six Sigma project design and execution plan to assess the customer feedback about delivery dates, order charges, complaints, and product returns.