Samsung Electronics Samsung Electronics Presented By: Samsung Electronics Table of Categories and Frequencies Defects in the television screen Customer service is very poor The cost of repair is very...

Provide a brief description of your categorizations and an interpretation of the Pareto Chart.


Samsung Electronics Samsung Electronics Presented By: Samsung Electronics Table of Categories and Frequencies Defects in the television screen Customer service is very poor 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 connector Pareto Chart Voice of Customer 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 married couples, full and empty nest Voice of Customer 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 325211 Category IssueProductCustomer Service (Rep Knowledge)SafetyRepairsRecall 1X     2X     3  X   4X     5X     6 to 30      31X     32X X   33X     Affinity Diagram  Frequency 1911742211 Category IssueScreenPower OnMain BoardClickingPower OffUnknown (Recall)AudioLCD Panel 1X     X  2 X       3         4 X       5X        6 to 30         31XX X     32X        33    X    Pareto Chart based on Affinity diagram Categories (Total = 63)FrequenciesCumulative Screen Defects1724% Poor Customer Services1555% Repair Cost too High1375% Main Board defects580% Audio Defects488% Power Defects492% Repair Service498% Side Connector1100% 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 warranties 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. (2021) Cited from: https://asq.org/quality-resources/pareto#:~:text=A%20Pareto%20chart%20is%20a,which%20situations%20are%20more%20significant. PQ Systems. Affinity Diagram - Quality Advisor. (2008). Cited from: https://www.pqsystems.com/qualityadvisor/DataAnalysisTools/affinity_diagram.php Samsung. Ensuring excellent quality control. Quality Management. (2021). Cited from: https://semiconductor.samsung.com/support/quality-support/quality-management/