6（课件）- 《客户关系管理（英文版）》同步教学（人民大学版）

Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited CRM Customer Relationship Management Urvashi Makkar Harinder Kumar Makkar Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Chapter 6 Service Quality and Service Capacity Planning Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited Introduction Learning Objectives Service Quality and CRM Concept of Service Capacity Service Capacity Planning Process Using Queuing Theory for Service Capacity Planning Analysis of a Queue System Recap Chapter 6: Service Quality and Service Capacity Planning Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited After going through this chapter, the students will be able to: Understand Relationship between Service Quality and Customer Relationship Management Explain the method of Service Capacity Planning Understand Queuing Theory Apply Queuing Theory for practical purposes Learning Objectives Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Education Private Limited The prime objective of implementing CRM is to provide best services to the customers. It has been observed that there is generally a mismatch between the objectives and the capacity of the organization to provide the service. The organizations need to review their capacity to provide the service vis-à-vis the service quality parameters and standards that are intended to be achieved. This unit will explain the methods to plan the capacity to deliver the targeted level of customer service. Introduction Urvashi Makkar and Harinder Kumar Makkar: Customer Relationship Management Copyright © 2012, by Tata McGraw Hill Edu