The Customer Complaint Letter: A Student Exercise in Six Sigma

Finch, Byron J.; Salzarulo, Peter A.

doi:10.1111/j.1540-4609.2011.00309.x

Cited by 3 publications

(2 citation statements)

References 4 publications

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“…Much of the existing literature on complaint management stresses the importance of the process for quality improvement but there is a dearth of literature on how to specifically manage the process. As a teaching example, Finch and Salzarulo () directed students to develop a process for collecting and analyzing quality data after considering a customer complaint letter and perspectives of a service manager and CEO. Yet the process of complaint management and the role of the consumer in the process of reporting product and service quality issues are not well defined.…”

Section: Background On Complaint Managementmentioning

confidence: 99%

Conscientious Consumerism Project in an Undergraduate Quality Management Class

Helms

2014

Decision Sci J Innov Edu

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This article describes a “conscientious consumerism” project that involves the student as the consumer to either commend or complain to a company about a recent product or service experience. This activity and presentation helps students develop an understanding of the commendation/complaint management process within organizations while adding realism with the student as the customer. Students initiate communication with an organization and maintain a timeline of all contacts, calls, e‐mails, letters, and visits to the company as they work to resolve or report their issue. The project begins early in the semester and concludes with a final registered, certified letter to the company CEO where students summarize the class project and praise processes or recommend any needed changes. When the project is presented, students learn how organizations manage and process customer feedback and complaints. Students have insightful comparisons of the implementation and execution of such processes within organizations. The project contributes to student learning and understanding of numerous key objectives of quality management including: how quality is managed in organizations, the strategic focus customer feedback can play in organizations, process management, voice of the customer, and benchmarking best compliment/complaint management practices.

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Section: Background On Complaint Managementmentioning

confidence: 99%

Conscientious Consumerism Project in an Undergraduate Quality Management Class

Helms

2014

Decision Sci J Innov Edu

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“…Students play the role of decision maker through simulation, and they can use tools such as Excel models to support their decisions. This technique of using a narrative or management simulation to motivate analysis has been used successfully before (e.g., Finch & Salzarulo, ) but is not widely described. Moreover, students can learn the objectives of an exercise, and hence, what they are expected to do with an Excel model, via simulation.…”

Section: Introductionmentioning

confidence: 99%

A Classroom Exercise to Examine the Trade‐off between Mission Capacity and Life Cycle Cost

Kang

Doerr

2015

Decision Sci J Innov Edu

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This article presents a classroom exercise, centered on a simulation that has been used for 4 years in an MBA program to help students develop an understanding of the trade‐offs involved in managing capital assets in the public sector. Though often ignored in business schools, mission is a key criterion that must be considered when managing such assets, and acts as a surrogate for profit. The case presents a rich environment in which the impact of cost reductions (or additional investments) on mission can be quantified, and trade‐offs can be assessed and discussed. It gives students a chance to develop creative ideas for process improvement, and provides sufficient data for them to analyze the impact of their suggestions in a rigorous way.

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Engaging Students in Doing Research – Evaluation of the ESP Course Project Learning Outcomes

Mičínová

2023

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The current study seeks to examine the learning outcomes of an ESP course project intended for MA students of Management and Human Resources. The project´s aim is to create learning opportunities that are perceived as relevant by students in terms of progress in language proficiency, field subject knowledge, developing professional skills, and personal growth. The main priority is to integrate the current Business English course curriculum (C1) with real-life tasks in real-life settings that are considered authentic and relevant enough to increase student engagement and motivation in learning. The presented study examines the affective learning outcomes (students´ perceptions of the project assignment benefits and the experience of doing research), cognitive outcomes (students´ perceptions of the language and subject knowledge growth), and behavioural ones (skills and engagement). The project evaluation results will be used to enhance students´ satisfaction with the ESP course and improve the project assignment and its procedures.

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The Customer Complaint Letter: A Student Exercise in Six Sigma

Cited by 3 publications

References 4 publications

Conscientious Consumerism Project in an Undergraduate Quality Management Class

Conscientious Consumerism Project in an Undergraduate Quality Management Class

A Classroom Exercise to Examine the Trade‐off between Mission Capacity and Life Cycle Cost

Engaging Students in Doing Research – Evaluation of the ESP Course Project Learning Outcomes

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