Factors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penang

• Main Authors: N.Kasavan, Shobana Menon, Khew, Ying Ye, K.A. Ahamed Meeran, Hamid Kareem
• Format: Thesis
• Language: English
• Published: 2014
• Subjects: HF5001-6182 Business
• Online Access: http://eprints.usm.my/44476/1/SHOBANA%20MENON%20N.KASAVAN.pdf; http://eprints.usm.my/44476/

Customer complaints naturally reflect customer dissatisfaction. From a business perspective, customer complaints are a sign indicating the presence of problems that needs to be resolved at the soonest possible time. Uncovering what is causing the customer complaints presents an opportunity to improve a firm’s business growth. Motorola Solutions primarily receive three types of complaints from customers: [1] feature functioning but not fulfilling customer’s expectation, [2] feature malfunction and [3] long cycle time to fix issues. In order to root-cause the underlying factors that causes customer complaints,the SVP Framework was adopted as the research methodology.