Customer service: Re-Engineering of handling complain process the aeronautical industrial case
Keywords:
Re-Engineering, Knowledge Management, Aeronautical case study, Product Innovation, consumer requirements,, consumer requirements, consumer satisfaction.Abstract
In this paper we analyze the actions carried out in
Customer Care in order to improve the complaint’s
management system in an aeronautical company.
The principles of knowledge management are
taken as foundation in order to clarify the existing
knowledge. A management system is designed
based on knowledge of previous cases. Prior to
enhance the organization's capacity and the
efficiency of the process, it’s necessary to conduct
a thorough re- engineering of the current process.
A diagrammed turn breakdown technique is used,
brainstorming structure; the five questions, to
generate the best alternatives. This big quantity of
alternatives should be grouped in tasks using the
affinity diagram or method Kawakita Jiro. This is
achieved measurable improvements in service
resolution and therefore an improvement; the five
questions, to generate the best alternatives. This
big quantity of alternatives should be grouped in
tasks using the affinity diagram or method
Kawakita Jiro. This is achieved measurable
improvements in service resolution and therefore
an improvement in the products features.
