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bpr in samsung
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Introduction
Samsung Electronics headquartered in South Korea, largest technology company by
revenues in 2009
Samsung grabbed the market share lead in north America for
LCD TV in Q2 2011
focused on Quality products using slogan and code of
conductCustomer-centric, true to
basics, professionalism, quality workmanship and creating
customers for life
April 3,2012 Quality director was wondering about the bad
new to his department
Internal consultant suggested to analyze by affinity diagram
and pareto chart
Complain is filled Respond to customer Analyze customer claims Decide on Response
End UserContact point/service
center, agency, installation agent
KoreaVOC staff of Samsung
Electronics service
Govt. organisationsConsumer groups, media,
internet, etc
OverseasVOC staff per overseas
subsidiary
CS command office
• Risk Management committee
• Related Executives
Samsung process for Customer Complaints
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