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DelighttheCustomerOnetelecommunicationcompanyinTexashascustomerserviceproblems.Customersatisfactionsurveyresultsindicatedthatthiscompany’smaintenanceandrepairservicesarenotresponsivetothecustomers’needs.Thevoiceofthecustomersdrawsmanagement’sattention.Throughtheidentificationofcriticalprocesses,processmappingandprocessmeasures,itisobviousthattherearetoomanyhandoffsanderrorsinhandlingcustomer...
