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American Vinyl Products Executive

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Submitted By lilicristell
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American Vinyl Products Executive briefcase
Group members : Lili C. Villa , Alberto Alfaro Mendoza

This case is about the Customer Service at American Vinyl Products. AVP is a vinyl and plastic manufacturer. In the text , they describe a fax that was sended from one of their big clients called American Performance Car. This fax was a complaining letter due to the poor customer service of AVP . Now , American Vinyl Products need to find a solution in order to provide a quality , efficient and effective customer service to all of their clients and to provide their solution to American Performance Car. The main issues that AVP has are :

* The same phone line is used for their three type of clients (DIYs, Professional users and Large corporations) so , the waiting time and their customer service efficiency is really low . The employee that answers the phone needs to find out which type of customer is and that is also a waste of time . The solution that we think would be very efficient is to divide the phone line (as nowadays almost every company does) for example , the operator could say to press 1 if they are a DIY client , press 2 if they are a Proffesional user and press 3 if you are a Large corporation. On this manner , the employees would be completely aware of what type of client they are dealing with and which process they should follow. * Another problem is that all of the employees are supossed to answer any call , there are no specific employees for each type of client . In order to distribute in an efficient and effective way we did the following analysis .

Customer type | Average revenue per day | Average time per day(minutes) | Employees needed | DIYs | $1000(calls per day * average revenue per call) | 4000(calls per day *time per call) | 9 employees | Professional users | $1600 | 400 | ½ | Large corporate accounts | $8000 |

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