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e 9
V. Project Design  11
  5.1 Activities Planned and Critical Path 11
     5.1.1 Activities planned 11
     5.1.2 Critical path 12
     5.1.3 Time scale 12
     5.1.4 People involved and responsibilities 15
  5.2 Costing 15
  5.3 Risk Analysis 16
  5.4 Monitoring and Evaluation 17
VI. Project Implementation 17
  6.1 General Introduction of Time, Place of Project Implementation 17
  6.2 The Working Steps of Implementation 18
  6.3 Monitoring 18
VII. Results and Discussion 19
  7.1 Results 19
  7.2 Discussion 20
VIII. Conclusion 20
Bibliography 23
Appendix I. Customer Satisfaction Survey 24
Appendix II. The Project Follow-up Memo 26
Appendix III. ERP MAS500 Data – Purchasing & Logistics 27
 
How to Improve Customer Service in PCT International Company

I. Project Introduction

I joined PCT International Company in 2007 as Manager of its Asia-Pacific Finished Goods Purchasing & Logistics Division. PCT International Company manufactures and sells a range of products for broadband communication networks all over the world. With corporate office located in Phoenix, AZ, USA, it maintains multi-international locations to support worldwide manufacturing, logistics, and distribution of its products and services, and has become a market leader in the past eight years.

However, there were some negative reactions in our business in early of 2008. Manufacturing couldn’t be planned and proceed well to match market demands. There were big gap between products made by plants and customer demands. Company faced big pressure from customer complaint, overstock and financing control.

Bibliography

1. Garry Kranz. (2007). Communicating Effectively: Write, Speak, and Present with Authority. USA: Harpercollins.
2. William I. Gorden & Randi J. Nevins. (1993). We Mean Business – Building Communication Competence in Business and Professions. USA: Harper Collins College Publishers.
3. Ron Willingham. (1992). Hey, I’m the Customer: Front Line Tips for Providing Superior Customer Service.https://www.51lunwen.org/InternationalBusinessManagement/2012/0212/1008404743.html  USA: Prentice Hall Professional Publishing.
4. Thomas F. Wallace. (2004). Sales & Operations Planning: The How-To Handbook, 2nd Edition. USA: T.F. Wallace & Company.
5. Gu, Yueguo. (1999). Practical Project Design. Beijing: Foreign Language Teaching and Research Press.

 

 

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