Homework Assignment 3.docx - 1 Company Visited Recently I visited the customer care center of a leading automobile company that is Toyota 2 Process

Homework Assignment 3.docx - 1 Company Visited Recently I...

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1. Company Visited Recently, I visited the customer care center of a leading automobile company that is Toyota. 2. Process Observed A certain process of customer care was present at the place. The clients were coming with their complaints regarding automobile products. The departmental team was not only responding to their queries but also making necessary arrangements for eradicating the complaints. The team was providing required information to the customers in person and on phone calls (Vanitha, 2012). The team was also creating a connecting path between the customers and the technical and sales team of the company for ensuring desired output. 3. SIPOC Elements Suppliers Inputs Process Outputs Customers Consumers Retail Consumers SAP ERP System Technical Product Brochure SAP CRM System Phone Orders In person Queries Customer Portal Inquires Email Queries Monthly metrics data Order Status Application Details Fax Orders Response to technical staff calls Response to
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