LEADERSHIP AND ORGANIZATIONAL BEHAVIOR
A company manufactures equipment, and sends out technical support engineers to help install the equipment at customer sites. The customer service department reports a higher incidence of customer calls about problems with the equipment or installation.
1. What are some alternative causes of the rise in complaints? Think of at least 10 different ideas.
2. You are planning a series of meetings with employees in manufacturing, engineering, technical support, and customer service to identify ways to improve customer satisfaction. What kinds of questions could you ask during these meetings?
3. What is positive deviance? How could you use positive deviance to improve satisfaction?