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You searched Library Catalogue - Subject: Document imaging systems
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Call Number (WOU)
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SP CEMBA 2010
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Author
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Sawinder, Kaur
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Title
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Technical skills and other factor in cafe service ticket closure (LSTS) performance at XYZ Malaysia Sdn Bhd/ Sawinde, Kaur
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Abstract
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CRM (Customer Relationship Management) focuses in areas to design and
implementation of effective service strategy to ensure increasing customer satisfaction,
create sustainable customer relationships and to achieve differentiation among the
competitors offering similar products. This determination of customer service is executed
by field service engineers’ onsite in the field for the needs of designated user. This
completion result is than keyed in to Field Service Management System (FSMS), which is
the ticket closure system Reasonaly, there has been occasion that the tickets are closured
late causing substantial penalty, customer dissatisfaction, bad company image and low job
satisfaction. The findings highlighted in the theoretical framework is to provide further
decision making information which is made possible ,with the help of literature review
and primary data collection via questionnaire data gathering . This analysed information
has given the limelight in minimizing the late service ticket closure, where certain scope
highlighted from the gathered data being identified below:-
• lack of proficiency in ticket closure processes,
• lack of proficiency in CRM,
• lack of proficiency in new technology;
• poor job satisfaction;
• poor customized training needs;
• inefficient timeline given for ticket closure;
• poor software development and
• lack of betterment in hardware devices
The above finding has help to generate a proper decision making to enhance the
research question problem, this identifies that there are many factor involved in the
late service ticket closure enabling a more precise decision making.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2010
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Physical Description
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80 p.; 30 cm.
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Subject
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Wawasan Open University -- Dissertations
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