Samsung Electronics
Samsung Electronics
Presented By:
Samsung Electronics
Table of Categories and Frequencies
Defects in the television screen
Customer service is very poo
The cost of repair is very high
Various equipment are obsolete and are unavailable
There is defects in main board
Defects in the audio and sound system
Power defects
Poor repairing services
There is defect in side connecto
Pareto Chart
Voice of Custome
Customer Segmentation
The Samsung television is targeted to customers within the age group of 25-65 years
Both males and females are the customers
Present in 80 countries worldwide
Most of the customers are professionals and employees working in various companies
The customers life-cycle stage are mainly at their bachelor stage, newly ma
ied couples, full and empty nest
Voice of Custome
Contact Method
Focus Group
The focus group are within the age group of 25-65 years
The method which will be used online focus group
63 customers complaints were analysed
Interviews & Surveys
The interviews will be done online and telephonic calls once the customers registers a complain
The evaluation will be on a Likert Scale with ratings of 1 to 5
1 is ‘Poor’ while 5 is ‘Excellent
Affinity Diagram
Frequency
32 5 2 1 1
Category
Issue Product Customer Service (Rep Knowledge) Safety Repairs Recall
1 X
2 X
3 X
4 X
5 X
6 to 30
31 X
32 X X
33 X
Affinity Diagram
Frequency
19 11 7 4 2 2 1 1
Category
Issue Screen Power On Main Board Clicking Power Off Unknown (Recall) Audio LCD Panel
1 X X
2 X
3
4 X
5 X
6 to 30
31 X X X
32 X
33 X
Pareto Chart based on Affinity diagram
Categories (Total = 63) Frequencies Cumulative
Screen Defects 17 24%
Poor Customer Services 15 55%
Repair Cost too High 13 75%
Main Board defects 5 80%
Audio Defects 4 88%
Power Defects 4 92%
Repair Service 4 98%
Side Connector 1 100%
Results
Samsung television have various types of defects – Majorly screen defects
Customers complaints were like – screen display developing lines and colours
Poor quality products along with inefficient customer service, costly to repair as well
Overall customer service is poor – 50% of the customers reviewed to experience poor customer service, will never purchase the product again
Necessary actions
The customers complaining can be provided free customer service
Providing the employee necessary training to resolve the issues instead of telling the customers that the accessories or parts are obsolete
Customers must be heard and provided a decent solution to the issue
Samsung should reduce the repairing costs and increase the wa
anties
If repair costs are lowered then customers can purchase products in the future
Cited Works
ASQ. What is a Pareto Chart? American Society for Quality XXXXXXXXXXCited from: https:
asq.org/quality-resources/pareto#:~:text=A%20Pareto%20chart%20is%20a,which%20situations%20are%20more%20significant.
PQ Systems. Affinity Diagram - Quality Advisor XXXXXXXXXXCited from: https:
www.pqsystems.com/qualityadviso
DataAnalysisTools/affinity_diagram.php
Samsung. Ensuring excellent quality control. Quality Management XXXXXXXXXXCited from: https:
semiconductor.samsung.com/support/quality-support/quality-management