Customer Support Services According to TOC (Chapter 30 of Theory of Constraints Handbook)

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This is an individual chapter of Theory of Constraints Handbook. The functions of this chapter are to supply the âEURœwhen toâEUR and âEURœhow toâEUR guide for evaluating the problems and developing practical options at the area of customer support (also referred to as technical support) at product companies. Customer support is the range of services and devices developed to assist customers in making cost-efficient and correct use of services or product. It must boost the level of customer fulfillment âEUR" that is, the feeling that a product or service has satisfied the customer expectation. It may consist of help in planning, installation, training, troubleshooting, upkeep, upgrading and disposal of the product (or service). Well show the far-reaching impact that customer support has on the success of companies, both directly through its influence on business costs and income, in addition to its indirect, longer-term influence on repeat sales. Well use TOC analytic devices to examine these results, and as an outcome of it, will certainly suggest the best ways to use TOC and its applications to significantly improve customer support, hence adding to a better, more effective organization.

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