CRM Through Process and Quality Improvement

7/25/2019 CRM Through Process and Quality Improvement

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CHAPTER - I

INTRODUCTION AND RATIONALE

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1.

1 INTRODUCTION AND RATIONALE OF THE STUDY

1 INTRODUCTION

Customer Relationship Management mainly used to create a personalize, one to one

experience that will give the individual customer a sense of being cared for, thus opening up new

marketing opportunities based on the preference of the customer. he emergence of the internet

heralded a new opportunity for customer relationship building which helps to improve our

!uality of services for our customers. "or one thing, search engines made it easier for customers

to find online customers and interact with them. #n fact with the help of advancement of

technology, internet is an environment of zero latency, offering real time information and often

on demand service delivery. his study focus on analyzing CRM process mainly to identify the

development of customer strategy of target laundry and dry cleaning customers of mywash.in

"igure 1$ CRM %rocess

&s shown in the CRM %rocess flow, the customer relationship management starts from

defining and developing customer strategy. & team of customer management, operations and

marketing people gather and discuss customer multiple aspects. &s outcome of the discussion,

customer ob'ectives are set and goals are defined accordingly. he organization readiness is

checked and established in association with finance and technical support teams. #n addition to

this an alignment is taken from the organization senior officials and different departments to have

maximum support to meet the customer ob'ectives. he CRM program is executed to reach out

the customers and finally effectiveness is measured in multiple ways like customer satisfaction

index or increase in customers and sales.

( SIGNIFICANCE OF THE STUDY

Customer Relationship Management mainly used to create a personalize, one to one

experience that will give the individual customer a sense of being cared for, thus opening up new

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1.

marketing opportunities based on the preference of the customer. his study focus on analyzing

CRM process mainly to identify the development of customer strategy of target laundry and dry

cleaning customers of mywash.in. he ob'ectives of the study is to )tudy the CRM techni!ues

and find ways to improve the techni!ues which is following in mywash.in, )tudy the customer

service and support of mywash.in in *engaluru, improve channel management and to develop

the service !uality of mywash.in, study the customer retention rate of mywash.in, Measure the

supply chain and logistics function of collecting materials from customers and to &nalyze the

sustainable relationship with the customers of mywash.in. his research is descriptive in nature

which comprises of 11+ customers of mywash.in.

his study adopts survey method through preparing !uestionnaire. "indings states that

+- of respondents get affected due to tiny holes in clothes, 1- of respondents return clothes

due to defective washing from mywash.in, 1- of respondents are highly satisfied with the

services of mywash.in. #t is clear that there is a defective in !uality of clothes received from

mywash.in. ence, it is clear that clothes received as per schedule by mywash.in.

)uggestions states that Mywash.in focuses on improving clothes delivery instantly so as

to reduce the time taken for process of washing clothes. /rganization focuses on adopting new

departments to check the !uality of washing which helps to minimize the issues in near future. #t

is concluded that improving !uality of laundry and dry wash cleaning provides effective in

process performance of mywash.in. Regular and systematic training of staff in order to improve

staff knowledge in customer service, introduction of cutting0edge # software to enable the

mywash.in processes and provision of logistics or resources computers, stable internet

connectivity, mobile phones and people2 for use in the right !uantities, place and time.

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2.

CHAPTER - II

INDUSTRY/SECTOR PROFILE

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3.

2 INDUSTRY/SECTOR PROFILE

1 OVERVIEW OF THE INDUSTRY/SECTOR

#ndia has a huge market for laundry business which is yet to be tapped to its potential.

owever, with the coming up of a number of hospitals 3 hotels and even the#ndian

Railwaysturning to outsourcing of laundry activities, the industrial laundry sector in #ndia is

attracting foreign players.his presents a huge benefit to global players to !uickly set up their

laundries in #ndia, and cater to the ever growing market. 4ry cleaning and laundry business has

been least affected by the downturn and sees significant activity in the organized laundry market

in #ndia.

5#ndia has a huge unorganized sector which needs to be professionally handled. he way

markets have developed in the 6) has not happened in #ndia. owever, #ndia is going to grow in

this business and there is a need for organized players to provide world0class services and

educate the unorganized sector5, &ccording to market research agency, he 7ielsen Company,

the market size of fabric cleaning which includes detergents, powders, pre0post wash, soap cakes

is Rs.1(,118 crore 3 (,899,:89 tons respectively.

#n fact, the organized players are specifically catering to the growing middle0class with

high disposable incomes, 7#s, busy working couples and singles who are earning well. he

larger demand for organized laundry comes from the metros and tier ## cities. &round ;:- of

demand is driven by metros and hite iger is eyeing the huge potential once the organized

market becomes more stabilized as there is a huge scope for the laundry business to prosper.

5=aundry is a necessary evil. 4uring recession, consumers can stop buying clothes but

they would want to keep their existing garments clean. his is an industry, which has been least

hit by the downturn and promises a brighter future for the dry cleaning and laundry sector in

#ndia. &s a result of which we have grown by (:0


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( CONTRIBUTION OF THE SECTOR TOWARDS GDP

&ccording to a (++8 ?%M@ report, the organized laundry market in #ndia is an estimated

more than A1 billion in #ndia and unorganized market is about A


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3.

La*+&! aa

I&oaa

able 1$ Ma'or Competitors for www.My>ash.in

REGULATORY FRAMEWOR

he companys regulatory framework has ma'or departments.

1 HR DEPARTMENT

&ccording to Ddward "lippo, %ersonal Management is the planning organizingE directingand controlling of the procurement, development, compensation, integration, maintenance and

separation of human resources to the end those individual organizational and social ob'ects are

accomplished.

uman resource management cannot be separated from the basic management function.

he scope of RM is very wideE it covers labor, welfare and industrial relations aspect. R

managers do not manufacture or sell goods but they do contribute to the success and growth of

an organization by advising employees are workers working in the organization. uman

resources management is concerned with employees as individuals as well as groups. #t is the

process of bringing people and organization together so that the goals of each are met. uman

resources are most important element in an organization.

#n My>ash recruitment and selection process taking place like in other firms. here are

few particular steps for recruitment in My>ash.

1. Recruitment process begins when personnel F R department receives re!uisition or

official order for recruitment from department of My>ash. his re!uisition contains

details about the position to be filled, number of persons to be re!uired, the duties to be

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performed, !ualification re!uired from the candidates, terms and conditions of

employment and the time by which persons should be available for appointment.

(. he ead of R decides sources of recruitment to be used like newspaper, consultancies

or by using reference of other employees of My>ash


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3.

"ront /ffice /perations

Middle /ffice /perations

*ack /ffice /perations

he sales and business development representatives who are directly interacting with

customers are considered as part of front office. he sales and marketing customer service

representatives and business development officers are part of front office.

"inance and /perations department of #nformation echnology organization come under

middle office operations who are more involved into analysis and business statistics.

#nformation echnology 4ivision and uman Resource Management come under back

office operations as they do not directly work with customer but interact with organization

system, resources and employees respectively.

he below graph provides an overview of My>ash products and services distribution.

, FINANCE DEPARTMENT

My>ash finance function covers both ac!uisitions of funds as well as their optimal

allocation in various sources. he responsibility of finances managers are spread through the

organization in the sense that financial management is to an extent an integral part of the 'ob for

managers involved in planning, allocation of resources and control. "inancial management ishighly specialized in nature and is handled specialist. he 'ob of the chief financial executive

does not cover only routine aspects of finance and accenting. &s a member of the top

management, they are closely associated with the formulation of policies as well as decision

making.

My>ash is having different "inancial %lanning which is described as under

o expand the business services

o increase the clients of the business

o increase the volume of #nformation echnology of day to day transactions

o give maximum satisfaction to the clients by providing best facilities

o increase the revenue of firm

%lanning for development of My>ash branches

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3.

o increase the clients

o increase sponsor new ideas and product development

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4.

CHAPTER - III

ORGANI4ATIONAL PROFILE AND BUSINESS

OVERVIEW

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5.

3 ORGANI4ATIONAL PROFILE AND BUSINESS OVERVIEW

"igure ($ My>ash Company =ogo

he logo of the company is catchy and meaningful with the nature of business. he

hanger representing G)H in >ash catch the customer attention. he blue color of the logo

indicates companys !uality and professionalism.

1 MISSION AND VISION OF THE COMPANY

We wanted an easy way to get laundry done. We couldn't find one. So we built one.

4oing laundry takes time and energy, which you could spend doing what you love instead

of some boring menial task such as laundry. )ure, you could take it to the local laundry or dry

cleaning, but it still takes time and can be rather inconvenient at the end. hatIs where My>ash

comes in.he company providescustomer with the luxury of not having to do the laundry by

customer itself, and they come straight to customer doorstep in *angalore.

>ith our mobile app, you can place the order from customer smartphone, choose the

pick0up and delivery times, and weIll do the rest. Customer get clean clothes and the time to do

whatever customer like. #t doesnIt get better than that, so place customer order with My>ash

now, and en'oy customer itself

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5.

( REGISTERED ADDRESS/NUMBER OF BRACHES

/ffice &ddress$

J:9, 1st "loor, /ff #ntermediate Ring Road, 4omlur, *angalore,

?arnataka, :;++91

%hone number$ +8+0ash is online laundry services which serves customers across *angalore locations.

Ma'ority of the company customers are working professionals who are extremely busy with their

professional lives and care a great deal about their clothes. he interesting trend is that only 9+

percent are singles, edding 4ress, )uits,

*lazers, )ofa Covers, uilts and winter clothing dry cleaned through the company. his segment

is contributing significantly to our average order size which is in high triple digits.

FINANCIAL PERFORMANCE

&s of 7ov (+1,the company covered entire *engaluru and growing at :+ percent week0

on0week. he company has more than 1+++ signups and over (:+ orders, they are doing about 1+

orders consistently every day with few days weekends2 hitting (+0(: i.e. about 8+ orders a week

on average. #n their first month they marked ++ orders, and ?oramangala concluded


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5.

; ORGANOGRAM

he organization structure is shown below.

"igure ash /rganization )tructure

he company is established by young and dynamic people passed out from *#) %ilani.

#n fact most of the company team is passed out from *#) %ilani. he company organization

structure makes sure to cover all possible division like finance, operations, marketing,

technology, customer management and research.

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5.

9 FUNCTIONAL OVERVIEW

My>ash has below functional process.

"igure $ "unctional %rocess "low

%=&CD /R4DR

"orget carrying customer clothes to the dry cleaner or washing them at home. Nust go to

My>ash.in and select customer pickup and delivery times. #t is that simple.

%#C? 6%

& My>ash &gent armed with eco0friendly bags will arrive at customer door to pick up

customer dry cleaning and laundry.

>&) 3 #R/7

/ur expert cleaners and master pressers ensure that customer clothes come back looking

fresh and beautiful every time.

4D=#ODR

Customer clothes will be delivered on time to customer doorstep. 7ow getting customer

laundry done is that simple

8 MAJOR PRODUCT LINES/SERVICE OFFERINGS

he company offers laundry 3 dry cleaning services at the tap of a button. &s soon as

customer 5)chedules a >ash5, on company website, they pick up customer clothes for laundry

and dry cleaning, and return them clean and ironed within about a day or two. hrough My>ash

&pp customer can place an order on customer phone or tablet, including pickup and drop0off

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time scheduling. & My>ash agent will arrive at the time customer scheduled to pick up customer

laundry and dry cleaning, and within about 8 hours customer clothes are delivered in reusable

eco0friendly non0plastic bags, washed and #roned. Company pricing starts at 1K Rs per cloth and

goes upward. he company is currently giving Rs 1++ off on every order above Rs (++ worth.

K BUSINESS SEGMENT - INCOME5 ASSET SI4E AND PROFITABILITY

he company has below clothdivisions.

%ersonal Cloths like )hirt, Neans, )alwar

ousehold Cloths like Curtain F )ofa F %illow F *ed F *lanket

%ets Cloths and Carpets

)arees, 4elicate Cloths

eavy 4uty Cloths like decoration mats and curtain

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6.

CHAPTER - IV

OUTLINE OF PROBLEM/TAS UNDERTAEN

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7.

, OUTLINE OF PROBLEM/TAS UNDERTAEN

1 IDENTIFICATION OF PROBLEM OR TAS UNDERTAEN

Mywash.in currently operates many places in *engaluru. Competition in the industry has

become very keen especially for online laundry and dry washing services. o be a viable player

in the industry, mywash.in has adopted CRM process as a tool to bid and win competitive

advantage over others. he study aims at exploring CRM process of mywash.in as well as find

ways to improve !uality main to retain customers and expand business in the *engaluru city.

( IMPLICATION OF E6ISTING PROBLEM OR TAS ON THE ORGANI4ATION

he implication of the existing problem if not managed within defined timeline is

expanding the business to reach out to maximum customers. #f this is not done within a defined

timeline, it will impact to company sales considering tough competition in online laundry

business.

&nother implication is improvement in !uality using the findings from CRM process and

implementation of )ix )igma process to reduce the defects in cloths washing and delivery.

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8.

CHAPTER V

LITERATURE REVIEW

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9.

7 LITERATURE REVIEW

*uilding relationships and learning from customers is profitable to the company. heaverage company spends six times more to get a new customer than it does to hold a current one

Rosenberg, Czepiel 1K8


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Couldwell 1KK8, defining CRM from the marketing perspective, had this to say that combination

of business process and technology that seeks to understand a companyTs customers from the

perspective of who they are, what they do and what they are like. #t is clear from the above

definitions that CRM is a multi0faceted approach made up of four 2 broad segments including

?ey Customer "ocus, CRM /rganization, ?nowledge Management and echnology0based

CRM. his is an indication that successful CRM implies focusing on areas such as strategyE

peopleE technology and processes "ox and )tead, (++12.

#t is when these four elements work in tandem that a customer U relating capability can

result 4ay, (++hile *ee indicated that financial institutions who want to adopt CRM systems

need to address three critical factors U people, processes and technology, *ygstad citing Ciborra

and "ailla (+++2, simply described CRM as an information infrastructure that consists of people,

processes and technology.

"igure :$ CRM process

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9.

%eople process and technology are three pillars of CRM %rocess. %eople represents the

team in organization who are re!uired to be dedicated, motivated and proactive. %rocess defines

the flow of activity. he importance of process that it makes organization people independent.

echnology adds value to the process and hence gives power to people in the organization. #t

helps to serve customers in faster and better way.

BENEFITS OF CRM

*enefits embedded in the effective and efficient practice of CRM initiatives. hese

benefits are grouped into three


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10.

CHAPTER VI

OBJECTIVES AND SCOPE OF PROJECT

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11.

8 OBJECTIVES AND SCOPE OF PROJECT

1 OBJECTIVE OF THE PROJECT

he ob'ective of this research paper is listed below.

o )tudy the CRM techni!ues and find ways to improve the techni!ues which is following in

mywash.in o )tudy the customer service and support of mywash.in in *engaluru

o improve channel management and to develop the service !uality of mywash.in

o study the customer retention rate of mywash.in

o Measure the supply chain and logistics function of collecting materials from customers

o &nalyze the sustainable relationship with the customers of mywash.in

( SCOPE OF THE PROJECT

Mywash.in operates nine K places in *engaluru at present. #t would be a daunting task to

cover all of the mywash.in customers in this study due to time constraint. )o, the research is

therefore limited to the 11+ customers belong to K places in *engaluru city.

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12.

CHAPTER VII

RESEARCH METHODOLOGY

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13.

9 RESEARCH METHODOLOGY

1 PROCESS FLOW CHART

& research design is the conceptual structure within which research is conducted, it

constitutes the blueprint for the collection, measurement and analysis of data.he type of research that will be used in this pro'ect will be +'.(&%p)%:' in nature.

4escriptive research is a description of the state of affairs, as it exists at the present. he main

characteristics of this type of research is that the researcher has no control over the variables, he

can only report what has happened or what is happening.

"igure ;$ %rocess "low of Research Methodoloy

he process flow of research methodology is self0explanatory as it is defined in plain text

indicating the flow of activities.

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( SE;UENCING OF ACTIVITIES

he process followed in this research is depicted through below flow diagram.

"igure 9$ )e!uence of &ctivities

>hereW "eedback elps in controlling the sub0system to which it is transmitted2

W "eed forward )erves the vital function of providing criteria for evaluation2he chart indicates that the research process consists of a number of closely related

activities, as shown through # to O##. his research is based on the flow chart and strictly

followed the prescribed se!uence. he following order has followed because it provides a useful

procedural guideline regarding the research process$ 12 formulating the research problemE (2

extensive literature surveyE


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characteristics of this type of research is that the researcher has no control over the variables, he

can only report what has happened or what is happening.

SAMPLING DESIGN

& sample design is a definite plan for obtaining a sample from a given population.

#t refers to the techni!ue or the procedure the researcher would adopt in selecting items for the

sample.

1 SAMPLING TECHNI;UE

he sampling techni!ue adopted for the study was non0probability sampling. he

respondents were chosen on the basis of Co:'%'(' .amp%"


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SECONDARY DATA

)econdary data includes data which exists already and are directly applied for the study.

)econdary data will collected with the help of websites, 'ournals and also through personal

discussion with the employees.

; STATISTICAL TOOLS AND TECHNI;UE

he data collected wereanalyzed by employing the following statistical techni!ues$

PERCENTAGE ANALYSIS METHOD

%ercentage refers to a special kind of ratioE percentage is used in making comparison

between two or more series of data percentage are used to describe relationships between

attributes.%ercentage of respondents W 7o. of Respondents F otal 7o. of Respondents2 X 1++.

he above mentioned statistical analysis will be carried out using a software called

G)tatistical %ackages for )ocial )cience )%))2H, version 1;.

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14.

CHAPTER VIII

ANALYSIS AND FINDINGS

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15.

= ANALYSIS AND FINDINGS

1 DATA ANALYSIS

his section should contain a logical presentation of the empirical results after

completing the data analysis. his should contain neatly tabulated results, results of hypotheses

tested, graphs and figures, if any, along with necessary interpretation. & comparison of results

with earlier studies may add novelty to the work. & detailed discussion on the basis of results of

analysis should be given in this section.

1 AGE OF RESPONDENTS

&*=D K.1.1

AGE OF RESPONDENTS

PARTICULARS NO OF RESPONDENTS PERCENTAGE

(: U


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+

:

1+

1:

(+

(:


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2 GENDER OF RESPONDENTS

&*=D K.1.(

GENDER OF RESPONDENTS

PARTICULARS NO OF RESPONDENTS PERCENTAGEMale :: :+

"emale :: :+

TOTAL 11> 1>>

)ource$ %rimary 4ata

able


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3 EDUCATION OF RESPONDENTS

&*=D K.1.


able :$ 4elivery of clothesC&R K.1.

DELIVERY OF CLOTHES

+:

1+1:(+(:


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&*=D K.1.:

RECEIVING WASHED CLOTHES FROM MYWASH 1>>


able ;$ Receiving washed clothes from mywash.in

C&R K.1.:

RECEIVING WASHED CLOTHES FROM MYWASH


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8 CLOTHES RECEIVED AS PER SCHEDULE

&*=D K.1.;

CLOTHES RECEIVED AS PER SCHEDULE

PARTICULARS NO OF RESPONDENTS PERCENTAGE)trongly &gree (< (1

&gree >


able 9$ Clothes received as per scheduleC&R K.1.;

CLOTHES RECEIVED AS PER SCHEDULE

)trongly &greeE (1-

&greeE


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concludes that maximum number of respondents agree that mywash.in delivers clothes as per

schedule.

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9 DEFECTS IN CLOTHES

&*=D K.1.9

DEFECTS IN CLOTHES

PARTICULARS NO OF RESPONDENTS PERCENTAGE)trongly &gree 1 1 1>>


able 8$ 4efects in clothesC&R K.1.9

DEFECTS IN CLOTHES

+:

1+1:

(+(:


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21.

= DEFECTIVE CLOTHES FROM MYWASH>


able K$ 4efective clothes from mywash.in

C&R K.1.8

DEFECTIVE CLOTHES FROM MYWASH


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22.

? INDS OF DEFECTS

&*=D K.1.K

INDS OF DEFECTS

PARTICULARS NO OF RESPONDENTS PERCENTAGE>rinkles 1>>


able 1+$ ?inds of defects

C&R K.1.K

INDS OF DEFECTS

+:

1+1:(+(:


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1> CLOTHES RETURNS DUE TO DEFECTIVE DURING DELIVERY

&*=D K.1.1+

CLOTHES RETURNS DUE TO DEFECTIVE DURING DELIVERY

PARTICULARS NO OF RESPONDENTS PERCENTAGE)trongly &gree (: ( 1>>


able 11$ Clothes returns due to defective during delivery

C&R K.1.1+

CLOTHES RETURNS DUE TO DEFECTIVE DURING DELIVERY

)trongly &gree

&gree

7either agree nor disagree

4isagree

)trongly 4isagree

+ : 1+ 1: (+ (:


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11 LEVEL OF SATISFACTION

&*=D K.1.11

LEVEL OF SATISFACTION

PARTICULARS NO OF RESPONDENTS PERCENTAGEighly satisfied : 1

)atisfied >


able 1($ =evel of satisfactionC&R K.1.11

LEVEL OF SATISFACTION

,1-


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24.

highly dissatisfied with the services of mywash.in. ence, it is clearly depicted that ma'ority of

respondents are highly satisfied with the services of mywash.in.

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25.

1.1. SWOT ANALYSIS

"igure 1K$ )>/ &nalysis

STRENGTHS

DOOR-TO-DOOR SERVICE

he !uality or state of being strong. >e offer a door to door service for dry cleaning and

laundry providing another choice for customers. Oisit offices, work places and corporate

organizations and let them know the type of services you offer.

;UIC AND CONVENIENT

>e offer a !uick and convenient service in order to save a customers time. #t is a very

lucrative business, as not everyone that puts on clothes has the time to do the laundry involved

thereafter. Many people have a tight schedule, so they consider it a waste of time doing their

laundry. his is the reason why you stand a chance of making a lot of money because this people

will definitely seek your services. Reasonable prices

WEANESSES

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25.

he state or !uality of being weak, lack of strength.

1. NEW

>e are creating a new business so the cost would be higher and there will be no profit

making for several months.

(. SMALL FORM OF BUSINESS

/ur business is a small form of business and if our location of the service isnt a good

place it will not be convenient for people to come and serve our service.


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26.

CHAPTER I6

CONCLUSIONS AND SUGGESTIONS

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? CONCLUSIONS AND SUGGESTIONS

1 CONCLUSION

#t is concluded that improving !uality of laundry and dry wash cleaning provides

effective in process performance of mywash.in. Regular and systematic training of staff in order

to improve staff knowledge in customer service, introduction of cutting0edge # software to

enable the mywash.in processes and provision of logistics or resources computers, stable

internet connectivity, mobile phones and people2 for use in the right !uantities, place and time.

6nderstanding the dynamics of CRM and improving !uality in wide ways helps to attain cost

benefit analysis to meet out their competitors of mywash.in. *ased on observation, mywash.in

develops data !uality, delivery agents to receive clothes on time, adopt latest technology and

finding ways of extending business to other areas which helps to meet the needs of other area

people in *angalore. his reveals that improving customer satisfaction rates and establishing

relationship with the customers are of ma'or importance to increase value of mywash.in. #n the

eyes of public.

( SUGGESTION

#t is suggested from mywash.in that the practice of CRM have been identified as

customer satisfaction and customer retention, profitability and strong brand to be the best in

*engaluru. )ome of the factors which affect mywash.in include delay in service delivery, defects

in washing and defective clothes returns at the time of delivery. Mywash.in focus on improving

clothes delivery instantly so as to reduce the time taken for process of washing clothes.

/rganization focuses on adopting new departments to check the !uality of washing which helps

to minimize the issues in near future.

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28.

CHAPTER 6

EY LEARNINGS AND CONTRIBUTION TO THE

ORGANISATION

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29.

1> EY LEARNINGS AND CONTRIBUTION TO THE

ORGANISATION

he key learning from this research report is listed below.


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30.

BIBLIOGRAPHY/ REFERENCES

pg. 50


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31.

11 BIBLIOGRAPHY / REFERENCES

1. &aker, 4.&. 3 4ay, @.). 1KK+2, Marketing Research, thDd. 7ew York$ Nohn >iley 3 )ons,

#nc.(. *ibiano, =. . Mayol, D. and %astor, N. &. (++:2,Role and importance of business processes

in the implementation of CRM systems


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ANNE6URES

pg. 52


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33.

12 ANNU6TURE

GLOSSARY

A&':%a)%o M'a%"

CRM Customer Relationship Management

;UESTIONAIRE/ CHEC LIST OF ;UESTIONS

1. 7ameZZZZZ.(. &geZZZZZZ.


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1+. >hat kind of defects do you face[a. >rinklesb. %oor washingc. iny oles in clothesd. >eak laundry

e. /thers11. &re any clothes returns due to defective during delivery from mywash.in[a. )trongly agreeb. &greec. 7either agree nor disagreed. 4isagreee. )trongly disagree

1(. )tate the level of satisfaction of mywash.in[a. ighly satisfiedb. )atisfiedc. 7either satisfied nor dissatisfied

d. 4issatisfiede. ighly dissatisfied

CRM Through Process and Quality Improvement

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