Galiom support framework: a strategy for improved business support

Varkey, Mathews (2008) Galiom support framework: a strategy for improved business support. MSc dissertation, University of Portsmouth.

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    Abstract

    Delay in product support is the key issue discussed here in this research. Quality of product support suffers due to many reasons and delay is one of the pointers customers look at. The key elements that contribute to delay were identified and delay evidence has been observed in a product environment. The project starts with critical review of the literature to gather expert opinion about the subject. To achieve the project objectives the primary data is collected using a survey questionnaire in the form of feedback, which is collected from the product users on the customer site. The collected data has been analysed to observe the delay patterns affecting the product support. The results were analysed and potential solutions suggested by the literature review identified for each observed delay. Finally, the potential solution was converted into framework elements. The outcome of the research is a new support framework design which can be implemented by the steering committee. It is anticipated that the framework will, upon implementation, resolve the delay in response time of product support and should result in customer satisfaction.

    Item Type: Dissertation
    Departments/Research Groups: Faculty of Technology > School of Computing
    Depositing User: Jane Polwin
    Date Deposited: 20 Jan 2011 12:48
    Last Modified: 28 Jan 2015 11:15
    URI: http://eprints.port.ac.uk/id/eprint/773

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