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Solving problems (Relational, problem-based) (Bad image of the brand [More…
Solving problems (Relational, problem-based)
Insect inside bagged salad [More on Management]
Process of production
Hygiene
Kitchen environment
Not cleaned properly (eg. clean how many times)
Staff
not process the raw materials following SOPs
No training
Want to rush for orders (Random event?)
From personal hygiene [X possible]
Not quality checking [X as F&B not such thing]
Raw Materials
Quality
As use cheaper materials to save costs?
Store for a long time, X fresh (= breed insect) anymore?
Supplier (From farm or distributor)
Supplier not handle the materials carefully
Occasional events
5000 units, got 20 units defect (has insect)
It is the season for insect to breed
Organic is not the reason (still use pesticide) [so X possible]
Storage
Not kept clean (eg. not fully closed or not clean once/week)
Extra Analysis
A random event?
10 months, only 1 month happens
Happens frequently?
10 months, has > 2 months happens
More to be Management problem instead of Marketing problem
How long has it happens? (1 month? 1 week?)
Bad image of the brand [More on Public Relation]
Services
Handle the complain
Not at instant
Management
Not take action on time (when there are few cases happen)
ignore/X know the problem?
No feedback collection? [X related, customer sure complain]
The way is not satisfy customer
Staff has bad attitudes towards customer
ignore customers complain?
fight with customer?
Not taking responsible?
Not compensate customer's loss?
Product
customer feel nasty [Main]
customer scare affect health [minor]
News (Words-of-mouth, Internet review (Social Media platform))
customer influenced by wide-spreaded bad comment?
Company not react instantly?
No Social Media page?
Not take it seriously?
Underlying customer's Perception/Expectation
Customer should be well-served
Purchased goods or services' value should meet its price
Customer switch to competitors [More on Marketing] [Minor]
Related knowledge
Customer Satisfaction
Customer Experience
Customers Needs
Buying Behaviour
What influence buying bahaviour
Decision making process