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

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dc.contributor.authorN.Kasavan, Shobana Menon
dc.date.accessioned2019-05-28T00:36:13Z
dc.date.available2019-05-28T00:36:13Z
dc.date.issued2014
dc.description.abstractCustomer 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. By continuously questioning why a symptom appears, the root-cause that is causing the customer complaints could be identified. The data collected to support the case analysis was primarily attained through structured interviews and extensive literature reviews. The complaints mentioned above were known to be related to the operations issues constituting to New Feature Development, Testing and Customer Issue Handling and Resolution. This typically results in wrong feature being designed based on the wrong requirement, defects escaped from the test and customer issues not able to be duplicated and fixed within committed date respectively. The underlying problems were identified through detailed analysis which is categorized into three groups: [1] Intellectual Capital Development/Competency, [2] Business Process issues, [3] Lack of Technology Adoption. By improving the competency, business process and adopting proper technology, the product features can be designed with correct requirements, defect escapee will no longer happen and customer issues can be fixed within the committed date efficiently. In a broader view, it helps in reducing the customer complaints and regains customers’ confidence, which eventually helps Motorola Solutions to increase its revenue in the long run.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/8250
dc.language.isoenen_US
dc.publisherUniversiti Sains Malaysiaen_US
dc.subjectCustomer complaints naturallyen_US
dc.subjecteflect customer dissatisfactionen_US
dc.titleFactors Contributing To Customer Complaints In PCR (Professional Commercial Radio) Software R&D: A Case Of Motorola Solutions Penangen_US
dc.typeThesisen_US
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