Post by account_disabled on Nov 27, 2023 4:32:00 GMT
WordPerfect decided to focus its efforts on improving the quality of customer service, believing that this would allow it to gain market dominance. The challenge at that time was managing a hotline that could only accept a limited number of calls per day, which prevented many customers from contacting the company and getting help. To implement improvements in this area, WordPerfect used benchmarking by applying the practices used by radio presenters.
Who accepted calls from drivers. It was decided to hire more employees to deal with customers waiting for a proper connection - they were to answer their questions, present an offer, etc. until the technical service line was free. As a result, the company photo editing servies gained recognition in the eyes of customers and overtook other rivals in customer service quality rankings. Motorola Motorola wanted to reduce the failure rate of their products. Their production process was at a very high level, so they decided to pay attention. They assumed that the problem might be on their side by providing lower quality materials.
Inspired by the approach of Xerox, it was decided to change the nature of relations with suppliers to a more partnership-based one. Motorola required suppliers to raise production standards and win the Baldrige Award, which was proof of the high quality of services offered. If one of the contractors did not want to agree to such conditions, Motorola ended cooperation with him. Thanks to this strategy, the company significantly improved its results and was able to achieve its strategic goals.
Who accepted calls from drivers. It was decided to hire more employees to deal with customers waiting for a proper connection - they were to answer their questions, present an offer, etc. until the technical service line was free. As a result, the company photo editing servies gained recognition in the eyes of customers and overtook other rivals in customer service quality rankings. Motorola Motorola wanted to reduce the failure rate of their products. Their production process was at a very high level, so they decided to pay attention. They assumed that the problem might be on their side by providing lower quality materials.
Inspired by the approach of Xerox, it was decided to change the nature of relations with suppliers to a more partnership-based one. Motorola required suppliers to raise production standards and win the Baldrige Award, which was proof of the high quality of services offered. If one of the contractors did not want to agree to such conditions, Motorola ended cooperation with him. Thanks to this strategy, the company significantly improved its results and was able to achieve its strategic goals.