Final Customer Purchasing from an Intermediary of the Product

Maintain Steps: Maintain steps include all activities required to keep the product in working order. These steps include the costs the customer incurs to diagnose and correct product problems.

Resources – Reduce resources required for the use of the product

Time – Reduce the time the customer must spend with the product

A. Reduce steps the customer must use with the product
Increase the quailty of the product to reduce customer time in repair


No. SIC Year Note
1 4412 2001 Neptune Orient is trying to transform one division of American President Lines' into a global origin-to-destination logistics company in which managing and tracking inventory are as important as hauling cargo over the sea. There is strong demand for this vital service.
2 4813 1991 Time Warner is a big MCI customer because of its billling system: "billing is a key factor in selecting a carrier."
3 5399 2005 At QuikTime managers in each of the company's eight geographic divisions do all the recruiting and hiring for their regions. They do this because centralized hiring allows the company to maintain a consistent employee profile so they can assign workers to positions and locations as needed. Secondly, centralized hiring reduces the risk a store manager who is pressured for time or not skilled in identifying talent will hire weak employees who will bring down the store's brand equity and by extension the company's.
4 5731 2001 Tweeter electronics retailer aims to build a more informed sales staff able to bond with its customers. To do so, the company keeps 28 full-time trainers on staff, averaging about one trainer per new salesperson for Tweeter's five-week training program.
5 5731 2004 J&R started to license the technology underpinning its Web site from a vendor after realizing that running a Web site that could handle heavy traffic and provide easy navigation required expertise it didn't have.
6 6141 2001 Even though AmeriCredit Corp. loans to candidates with weaker credit than other loan companies, it seeks out those who would make good loan candidates. It has not had many problems with bad loans because of its detailed and aggressive tracking of almost 200 credit characteristics on its every loan back to 1992. This has allowed it to succeed where many other subprime lenders have failed.
7 6512 2003 To discover how to improve its services, Westfield mall owner studied JetBlue Airways, Marriott International, and other renowned customer service buffs. Additionally, it hired Master Connection Associates customer-service training firm to train its executives, concierges, and employees of housekeeping and security vendors.
8 6512 2003 Westfield Holdings, a mall owner, has increased its numbers of concierges at each mall location. It has also doubled its concierges' salaries and given them healthcare and retirement benefits. It sets goals for them to make contact with 100 to 150 shoppers and 8 retailers per eight-hour shift.

<<Return to Maintain Steps