Applying Self-Organizing Maps Method to Analyze the Corrective Action’s Quality Provided to Customers with Mobile Terminals英文文献资料.docVIP

iBusiness, 2012, 4, 108-120 /10.4236/ib.2012.42013 Published Online June 2012 (http://www.SciRP.org/journal/ib) Applying Self-Organizing Maps Method to Analyze the Corrective Action’s Quality Provided to Customers with Mobile Terminals Andi Mwegerano , Pekka Kyt?saho , Aulis Tuominen 1 1 2 1 2 Nokia Corporation, Salo, Finland; University of Turku Ylh?istentie, Salo, Finland. Email: andi.mwegerano@ Received March 29 , 2012; revised April 9 , 2012; accepted April 30 , 2012 th th th ABSTRACT In the after market phase, responding to issues raised by customers within a reasonable time is crucial. Another factor which is important to customers is the quality of the issue corrective actions (QoiCA). This paper analyses the QoiCA from the user’s perspective, regarding the quality of corrective actions provided through an in-built tool (GENIUS) used within corporations. A survey questionnaire was sent to different participants in the network chain which handles or resolves the issues. The participants were from 17 European countries and 7 non-European countries. Responses were analysed, using statistical methods and the Self Organising Map (SOM) model and results were used to pinpoint or suggest the areas that are seen as opportunities for improving the quality of the corrective actions provided. Higher quality of corrective actions, along with other initiatives, will help to improve customer’s satisfaction. Three of the clear issues observed in this paper that contribute to long issue resolution time (iRT) are: 1) Long time to receive samples; 2) High frequency for asking more information from lower levels; and 3) Business impact price tag, to allow the issues to be prioritized, were missing from the escalated issues. QoiCA