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An application of lean thinking and lean tools to improve a customer complaint product return process / by Dirk Rhoorda and Joseph F. Castellano

By: Roorda, Dirk.
Contributor(s): Castellano, Joseph F.
Series: Cost Management.Publisher: USA, Warren Gorham & Lamont/RIA Group, Edition: 26 (3), May/June 2012.Description: 37-47.Subject(s): Customer relationships | Customer service | Complaints | Lean organisationsSummary: Demonstrates, through a case study, how lean-based principles can be applied to the inspection / analysis process (“value stream”) of products returned by consumers.
Item type Home library Call number Status Date due Barcode Item reserves
Article Article New Zealand
Available CA007037
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Demonstrates, through a case study, how lean-based principles can be applied to the inspection / analysis process (“value stream”) of products returned by consumers.

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