More search options
Basket icon
No items
Basket icon

Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.
Case
-
Reference no. 602-073-1
Subject category: Production and Operations Management
Authors: Juan Antonio Fernandez (China Europe International Business School (CEIBS)); Helen Zhang (China Europe International Business School (CEIBS))
Published by: China Europe International Business School
Published in: 2002
Length: 7 pages
Data source: Field research
Topics: Process improvement
Share a link: https://casecent.re/p/21683
| No reviews for this item
This product has not been used yet
View our pricing guide or login to see prices.

Abstract

Golden Bridge is a real estate company in Shanghai. Due to the Chinese market reform, there is more competition and freedom in the market. Customers are becoming more sophisticated in their expectations for better quality apartments. The company is facing a problem with customer complaints; the process takes too long which makes its customers even unhappier. They decide to revise and improve the customer complaint process.
Location:
Shanghai, China
Size:
Medium
Other setting(s):
2002
Teaching note
-
Reference no. 602-073-8
Subject category: Production and Operations Management
Authors: Juan Antonio Fernandez (China Europe International Business School (CEIBS)); Helen Zhang (China Europe International Business School (CEIBS))
Published by: China Europe International Business School
Published in: 2002
Length: 5 pages
Data source: Field research
View full details

About

Abstract

Golden Bridge is a real estate company in Shanghai. Due to the Chinese market reform, there is more competition and freedom in the market. Customers are becoming more sophisticated in their expectations for better quality apartments. The company is facing a problem with customer complaints; the process takes too long which makes its customers even unhappier. They decide to revise and improve the customer complaint process.

Settings

Location:
Shanghai, China
Size:
Medium
Other setting(s):
2002

Related

Teaching note
-
Reference no. 602-073-8
Subject category: Production and Operations Management
Authors: Juan Antonio Fernandez (China Europe International Business School (CEIBS)); Helen Zhang (China Europe International Business School (CEIBS))
Published by: China Europe International Business School
Published in: 2002
Length: 5 pages
Data source: Field research
View full details