tekom-Jahrestagung 2012 - ActiveDoc

International Management
product development or production of use manuals, and measures are
taken to improve the quality of delivered products or services.
Case 1: Improvement of package information
Voice of customer
−−
Package markings indicating voltage of rechargeable EVOLTA batteries
are small and hard to read
−−
Putting specs on package back makes them hard to find
−−
Unclear whether batteries can be used without charging immediately
after purchase
Before improvement
After improvement
Case 2: Web site (customer support page) improvement
Voice of customer
Would like to buy replacement consumable parts for faucet on unit
kitchen, but can’t find part number of faucet
Improvements made:
−−
Photographs of faucets placed on Web site together with part numbers.
−−
Exploded drawings provided for each model, indicating part numbers
of consumable parts.
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tekom-Jahrestagung 2012