Final Customer Purchasing from the Product Producer

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

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

Warnings and advice

No. SIC Year Note
1 0 1990 Instead of rewarding a service manager for the number of calls that repairmen make, a company should reward him for reducing the percentage of customers who return for the same problem.
2 4812 2003 Between 35% and 40% of cellular customers will buy a new phone in the next year. In the worldwide installed base of over one billion cell phone users, 350 million of them will buy a new phone. This fact is a reflection of a bad track record in customer satisfaction and service.

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