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ACUSTomer-FocusedOrganizationTheRitz-CarltonHotelisaveryCUSTomer-focusedorganization.Ithasdevelopedandidentifieditsstrategies,goals,criticalprocesses,vision,andmission.Thecompany’smissionstatementisparticularlyimportantbecauseitreflectsthecoreimageandobjectiveoftheorganization.Afterenhancingtheprocesstodevelopthebestmissionstatementpossible,Ritz-Carltondecidedonthefollowing:Ritz-CarltonMission...
CompanyXPageNumber:1of4Title:CUSTomerServiceSupportProcessProcedureNumber:Owner:CUSTomerServiceManagerRevisionNumber:EffectiveDate:5/4/20251.PurposeThepurposeofthisprocessistodefineanddescribetheplanningforandprovisionofafter-saleserviceandsupporttoCUSTomersandtoverifythatservicingmeetsspecifiedrequirements.2.ScopeThisprocessismandatoryforallemployeesinvolvedinservicingandsupportingtheproductor...
CUSTOMERSATISFACTIONDIAGNOSTICDiagnosticOverviewNameofDiagnostic:CUSTomerSatisfactionSurveyObjective:UserassessmentofsatisfactionwithISservicesandprocessesTypicalScope:100-200surveys,or10-20%oftheuserbaseTypicalDuration:Estimate3-4weeksfrominitialplanningtocompletion/validationoffindingsMethodofCollection:Mailoutsurvey.DataCollectionInstrument:CUSTomerSatisfactionSurveyFormAutomation:Spreadshee...
