To test this conclusion, the team created a plan to check the returns, and also do some sampling at the stores, to look at the battery orientation and battery type. Logical Properties of Sentences and Sentence Forms. Add a link to this page on your website: Your Potential Problem Action Statement should: Redesigning the layout of component parts in the new cellular production area and changing testing protocols prevented recurrence of the problem, improving both productivity and customer satisfaction.

Issue Identification Issue Identification begins with the first phone call, e-mail, or fax received regarding a complaint. When Customer Service representatives collect information about complaints: More importantly the variation in the time required to process a ticket also decreased dramatically, giving management much better predictability and control of their process. Reference Only – Kepner. What is the customer satisfaction cost to your organization, based on the amount of time or number of iterations required to resolve these issues? In spite of the available information, people usually process information badly, misinterpret this or overlook important matters.

What percentage of customer issues are not resolved during the initial call?

Do you recognize the practical explanation or do you have more suggestions? Microsoft Word – offer-letter-template-promotion. What are your success factors for the good Kepner Tregoe Method set up? This case study gives a detailed description of the use KT problem solving approach and global collaboration during development of a new semi-conductor process at Tokyo Electron.

To facilitate tracking and trending, customer support personnel should use a consistent framework to document information about customer complaints. We pioneer rational thinking processes and apply them to drive both strategic and operational outcomes. How timely are their responses? By using a good problem analysis in advance, a process will be created to prevent future problems or in emergencies, to limit the damage.


How much kepner-treoe is spent gathering relevant data versus documenting speculations?

kepner-tregoe problem analysis case study

Ideally, problemm they begin working on the issue, there is a solid baseline of data that can direct them as they switch from passive data collecting to active information seeking.

Potential Problem Analysis helps people efficiently identify measured responses to a customer complaint, and any potential problems or effects that might result. Problems occur in any given organization. A systematic process for gathering the information required to complete each of these steps effectively is at the core of our model for maximizing customer satisfaction and efficiency.

How much time is spent reworking information that the customer support function could have provided? When something goes wrong, the question is, why? They also identified assumptions required to explain the cause and additional information needed to confirm true cause, as shown in Figure 5.

A case study of the use of the Kepner-Tregoe method of problem solving and decision making.

One measure of their value is the number or percentage of customer issues they are able to handle directly and close out during the initial call. Make sure you have a porblem for gathering whatever data is missing, and a way of keeping the data you are working on up-to-date. If not, we would have to consider recalls, swap-outs, coupons, and the like.

Add to collection s Probblem to saved. A logical framework for identifying and prioritizing issues.


kepner-tregoe problem analysis case study

TM Chapter 5 Solutions 1. How to cite this article: Then there are the high-level complaints, where prpblem key product is experiencing a damaging failure in increasing numbers. Upload document Create flashcards. The Logic of the Model Most problem resolution systems include the following steps: Finding the Root Cause of Deviations.

Complaint Handling

The rigorous and timely application of Problem Analysis to the existing data prevented challenging the new vendor, unnecessarily, or the adopting of other expensive alternative courses of action. Did you find this article interesting? Challenges with Customer Support How does your organization view customer complaints?

kepner-tregoe problem analysis case study

When people in your organization csae to determine how to address a customer complaint: When it has become clear which tasks are to be prioritized action list preparations can be made for potential problems. Too much management time and attention spent on this approach to customer service is expensive and wasteful. When people in your organization initially react to a customer complaint: Using this approach they identified 1 the new battery compartment design, and 2 new cellular assembly process as relevant changes, as shown in Figure 4.

These questions will help us establish what we know to be true about the presenting issue and how it is an issue, rather than what we think might be the issue.