Dittenhoefer's Fine China updated

Dittenhoefer's Fine China updated - DittenhoefersFine China...

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Dittenhoefer’s Fine  China MKT 636
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Question 1 On which dimensions of quality does  Dittenhoefer’s compete?  How are these dimensions being threatened by  the customer service areas? 2 Dittenhoefer's Fine China
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Dimensions Used Performance Reliability Durability Aesthetics Perceptions 3 Dittenhoefer's Fine China
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Performance Every company competes on performance Although Dittenhoefer’s performance level has been  lacking since the add on of the new polymer-coating  machine Customer Service Is not helping the problem with their lack of keeping  up with performance They are not getting the needed information to their  clients in a timely manner They are not keeping on top of their orders to make  sure their clients are happy 4 Dittenhoefer's Fine China
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Reliability The company had a great reliability record until they  started the new polymer-coating machine The products are now going out with more errors Customer Service The are letting their customers down with all of their faults Incorrect Pricing Loss of orders Not notifying customers with regards to change in delivery date Order Incorrect – Wrong product shipped Slow response to inquires 5 Dittenhoefer's Fine China
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Durability The new products have not had many, if any,  complaints as far as with its durability As long as the product maintains the same level of  satisfaction durability will not be a problem Customer Service Customer Service has nothing to do with their  durability 6 Dittenhoefer's Fine China
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Aesthetics The products Aesthetics has maintained even with the  new faults the new machine have caused This is probably one of the most important dimensions the  Dittenhoefer’s Fine China relies on The reason the company got the new machine was so they  could add a new Aesthetic product to their line of products  already being sold Customer Service The customer service does not have any add or negative affect  on the aesthetics of their products The customer service does have a negative affect on the  aesthetics opinion of the company however 7 Dittenhoefer's Fine China
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Perception Perception is very important to every company Perception can make or break a company Even if the product is great
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This note was uploaded on 02/01/2011 for the course MKT 636 taught by Professor Witt during the Spring '10 term at Western Intl..

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Dittenhoefer's Fine China updated - DittenhoefersFine China...

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