MSc in Logistics and Supply Chain Management (2007) Investigating the root cause of customer service inquiries in order to reduce service incidents

Abstract
The customer inquiry is a problem which disturbs the 3663 First for Food Company. Although the company have paid much attention to the inquiries and react actively to them, they found that these deeds are still not enough. They want to find the root cause of the customer inquiry. This paper uses the Root Cause Analysis of Customer Service Inquiries Research, Investigate and classifies the Customer Service Inquiries. Case Study research are used very frequently, firstly, enumerate the statistic table of the inquiries, sorts them out, and explain the concrete conduct process of the company in detail, secondly, using Data Analysis which analyze the statistics and the element we have found during the investigation, to decide the cause of the inquiry. Then use the Cognitive Reliability and Error Analysis Method, to retrospective the data we have analyzed, find other causes, and then put forward improvement measures and suggestions
Table of Contents
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1Introduction- 1 -
1.1 Short Introduction- 1 -
1.2 Research Questions- 1 -
1.3The Outline of the Structure- 1 -
2 Literature Review- 2 -
2.1 Customer Service- 2 -
2.1.1 Customer Service Definition- 2 -
2.1.2 Customer Service Elements- 3 -
2.1.3 Customer Service Process- 4 -
2.2Customer Relationship Management- 6 -
2.3Quality Improvement and Process Improvement- 8 -
2.4Customer Value- 10 -
2.5Customer Satisfaction- 11 -
2.6Customer service inquiries and encounter- 13 -
3. Root Cause Analysis of Customer Service Inquiries Research- 15 -
3.1 Root Cause Analysis- 15 -
3.2 The Reason of Conducting Root Cause Analysis- 16 -
3.3 Case Study: Analysis of the Root Cause Customer Service Inquiries- 16 -
3.4 Data Collection- 16 -
3.4.1 Primary Research- 16 -
Table 1 Social Surveys- 17 -
3.4.2 Secondary Research- 17 -
Table 2 Secondary Research- 18 -
4. Case Study- 19 -
4.1. Company Profile- 3663 First for Foodservice (and 3663 in Edinburgh)- 19 -
4.1.1 Company Profile- 19 -
4.1.2 The Department and the Process- 20 -
4.2 Investigation and Classification of Customer Service Inquiries- 21 -
4.2.1 Data Collection- 21 -
Table 3 T