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- W137498672 abstract "This report has been prepared to present the case study project conducted by theauthor for the final semester course of his UPM/YPM off-campus program for the degreeof Master in Business Administration (MBA). The two-year program was jointlyorganised by the Faculty of Economics and Management, Universiti Putra Malaysia andYayasan Pe1ajaran Mara.As the core subject of this case study, the author attempts to demonstrate the importanceof quality customer service to the performance of a business organization. The workfocusses on how customer service can be exploited as a strategic tool by a company togain competitive advantage in the open market environment.For the case analysis, SWOT strategic analytical technique has been used to identify thecompany's strengths, weaknesses, opportunities and threats in the formulation of variousalternative strategies as probable solutions to the problem. To verify the validity of thealternative solution, another strategic analysis methodology called the SPACE Model wasused.The evaluation and selection of the best alternative strategy was based on a qualitativeand quantitative methodology by using the Cost-Benefit analysis. In view of the currenteconomic scenario where most of the Asian countries are experiencing a suddendownturn due to speculative attacks on their currencies, it become more difficult formanagement to forecast the market outlook both in the short and long term perspective.In today's open market environment where globalization and liberalization were the rulesof the game in most of the world economics, a company regardless of its size, could notafford to stay within its domestic shores in order to survive and excell in the everincreasing competitionDespite the prevailing market instability, managers could strive to improve and maintainthe perfonnance of their company's businesses strategically through the promotion andenforcement of quality customer service. Without good customer service, a companywould not be able to keep its competitive advantage even if the products offered are ofhigh quality standard.Customer service would be the key focus in any business organization - today and thefuture. The importance of its role is unarguable because it is the primary factor towardsachieving customer satisfaction. Satisfied customers will stay loyal to a company'sproducts and services and would be less likely to be influenced by the competitors." @default.
- W137498672 created "2016-06-24" @default.
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- W137498672 date "1997-01-01" @default.
- W137498672 modified "2023-09-27" @default.
- W137498672 title "Power Corporation Sdn. Bhd. a Case Study" @default.
- W137498672 hasPublicationYear "1997" @default.
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