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Top Testing Services is an organization that provides materials testing service to industries in the whole India market. The organization is based at Nagpur.

The testing of materials includes the examination to discover microscopic cracks, corrosion or malformation. The common inspection methods comprise the use of X-rays, ultrasonic and electrical eddy currents.

Mr. Arun kumar MD was worried regarding the quality of services, which the company was giving to the customers. He recognized the following areas, which relate to satisfaction of its customers.

A) Accuracy of Inspection data.
B) Time to complete inspection.
C) Knowledge of technicians.
D) Willingness to make extra efforts.
E) Courtesy shown by technicians.
F) Degree of individual attention.
G) Trust and confidence in the company.
H) Organization of team supervisor.
I) Accuracy of billing.
J) Ability to deliver the promised service.
K) Overall service value for the money spent by customer.
L) Variety of services given by the company.

The company is currently focusing on engineering industries. It has a customer base of 51 clients spread over all the four zones - north, south, east and west. Mr. Arun kumar has the given decisions to be finalized.


problem 1: How can he find regarding the satisfaction of his customers with reference to the points mentioned above?

problem 2: What kind of segmentation must he have?

problem 3: How can he raise the customer base? Should it be on geographical basis or industry basis?

Give your analysis and help Mr. Arun kumar to take decisions on the above problems. Validate your proposal.

Management Theories, Management Studies

  • Category:- Management Theories
  • Reference No.:- M93031

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