MedicCom

Andrew T.K. Seang and Siti-Nabiha A.K.
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Siti-Nabiha A.K.: Graduate School of Business, Universiti Sains Malaysia, Malaysia

Asian Case Research Journal (ACRJ), 2016, vol. 20, issue 01, 33-54

Abstract: MedicCom, a medical device manufacturer has been plagued by deteriorating customer feedback from the satisfaction survey results for the Asia Pacific region, particularly on the responsiveness, pricing, and delivery categories from July to December 2010. The Marketing and Sales department is also facing problems with employee dissatisfaction on their key performance indicator (KPI) system, high employee turnover, and time-consuming internal process and procedures that require manual labour. The top performance issues faced by the Marketing and Sales department personnel are slow response time or excessive time-consuming support, poor troubleshooting and resolution skills, lack of product knowledge, and poor communication skills of the Marketing and Sales personnel.

Date: 2016
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DOI: 10.1142/S0218927516500024

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