Customer Support Services According to TOC (Chapter 30 of the Theory of Constraints Handbook)Alex Klarman and Richard Klapholz
Level of TOC knowledge acquired:Advanced and Intermediate
Designed for:Consultants, Business owners, Executives, Managers and Supervisors
Topics:Sales and Ongoing Improvement
This is an individual chapter of Theory of Constraints Handbook. The purposes of this chapter are to provide the when to and how to guide for analyzing the problems and designing practical solutions at the area of customer support (also known as technical support) at product organizations.
Customer support is the range of services and tools designed to assist customers in making cost-effective and correct use of product or service. It should enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. It may include assistance in planning, installation, training, troubleshooting, maintenance, upgrading and disposal of the product (or service).
Well show the far-reaching impact that customer support has on the success of organizations, both directly through its impact on company expenses and income, as well as its indirect, longer-term impact on repeat sales. Well use TOC analytic tools to examine these effects, and as a result of it, will suggest how to apply TOC and its applications to significantly improve customer support, thus contributing to a better, more successful organization.
- Introduction—the Need for Change
- What to Change
- What to Change to
- The Array of Service Offerings
- Other Service Offerings
- How to Implement the Change
Comprehensive coverage of the Theory of Constraints
Complete Table of contents of the Theory of Constraints Handbook
- I: What is TOC?
- II: Critical Chain Project Management
- III: DBR, Buffer Management, and Distribution
- IV: Performance Measures
- V: Strategy, Marketing, and Sales
- VI: Thinking Processes
- VII: TOC in Services
- VIII: TOC in Complex Environments
- Theory of Constraints in Complex Organizations
- Applications of Strategy and Tactics Trees in Organizations
- Complex Environments
- Combining Lean, Six Sigma, and the Theory of Constraints to Achieve Breakthrough Performance
- Using TOC in Complex Systems
- Theory of Constraints for Personal Productivity/Dilemmas
- IX: Summary
About the Authors:
James F. Cox III, Ph.D, CFPIM, CIRM, holds TOCICO certifications in all disciplines. He is a Jonah's Jonah, Professor Emeritus, and was the Robert O. Arnold Professor of Business in the Terry College of Business at the University of Georgia. Dr. Cox has written three books on TOC.
John Schleier holds TOCICO certifications in all disciplines. He was President and Chief Operating Officer of the Mortgage Services Division of Alltel, Inc., Executive Vice President of Computer Power, Inc., and Director of Office Systems and Data Delivery for IBM.