Question

Jyoti had given her branded laptop for servicing to an authorized service centre to repair a damaged USB port. The laptop was to be given the next day, but when she went to take it that day, she was told that it was not ready. Jyoti had to wait for four more days before she was finally given her laptop. Because she was in a hurry while receiving the repaired laptop, she did not check the workings of the laptop at that time. On reaching home and switching on the laptop,  she  noticed  that LCD display had become problematic. The next day, she again went to the service centre and reported the display problem. Jyoti was aghast when she was informed that as she had signed the delivery documents, the service centre cannot take responsibility for the display problem. She was asked to fill up a fresh service requisition form to get the problem rectified and further was told that all expenses incurred in rectifying the problem had to be paid by her.

Do you think that After Sales Service through a third party is a cause for concern?

There seems to be a breach of trust in the given case study. How is  breach of  trust related to quality of service?

In the context of the given case study, formulate a Quality Service Policy to ensure customer​

Answer 1

Answer:

Here it is,

Explanation:

1.Production and Operations Management: Manufacturing and Services, Richard B. Chase, Nicholas J. Aquilano, F. Robert Jacobs, McGraw Hill

2.Advanced Operations Management, R P Mohanty, S G Deshmukh, Pearson Education

3.Production and Operations Management – Concepts, Models and Behavior, Everette E Adam, Jr., Ronald J Ebert, PHI

Hope it helps

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