OL 324: Case Study Two Guidelines and Rubric
Prompt: Think about a time you received a product or service and you were not satisfied with the quality of the service or product. For this case study, you will
focus on the four components of customer-relationship management that are essential in total quality management. This case study will examine your viewpoint
as the customer and put you in the seat of the quality manager.
1. Complaint Resolution. Provide two to three sentences for each viewpoint.
Customer Viewpoint: Explain the nature of the quality issue for your service or product and provide a description of how you went about
addressing your quality complaint with the service provider or product manufacturer. Were you satisfied with how your complaint was handled?
Quality Manager Viewpoint: Explain why complaints or defects should be viewed as a good thing from a company standpoint.
2. Feedback. Provide two to three sentences for each viewpoint.
Customer Viewpoint: What type of feedback did you get from the service provider or product manufacturer? Were you asked, or did you
participate in any type of solicited customer feedback such as a survey?
Quality Manager Viewpoint: Explain the benefit of using customer feedback to improve the company’s customer service and quality. Explain
which customer feedback tool you believe would provide the most benefit for your company.
3. Guarantees. Provide two to three sentences for each viewpoint.
Customer Viewpoint: What type of guarantee did you receive based on your quality issue? Was the guarantee consistent with the five elements
of an effective guarantee? Please explain why or why not.
Quality Manager Viewpoint: Explain the importance of having an effective guarantee policy from a marketing and quality standpoint.
4. Corrective Action. Provide two to three sentences for each viewpoint.
Quality Manager Viewpoint: Based on the quality issue presented in this case study, you have been asked to lead a team to improve the process
and implement a corrective action. Your thoughts and reasoning can be hypothetical for this aspect of the case study. You are encouraged to do
research to determine elements of an effective corrective action. Provide an explanation for what happened for the quality issue to occur.
Describe the steps you would take to resolve the quality issue so it does not occur again. Requirements of Submission: The case study assignments must follow these formatting guidelines: double spacing, 12-point Times New Roman font, and oneinch margins. Each case study should be one to two pages in length. Include at least two sources of research and follow APA guidelines for citations and
references.
Instructor Feedback: This activity uses an integrated rubric in Blackboard. Students can view instructor feedback in the Grade Center. For more information,
review these instructions.
Critical Elements
Components of
CustomerRelationship
Management
Inquiry and Analysis Integration and
Application
Critical Thinking Research Writing
(Mechanics/Citations) Exemplary (100%)
Includes all of the main
components and requirements
and cites multiple examples to
illustrate each
Provides an in-depth analysis
that demonstrates a complete
understanding of multiple
concepts
All of the course concepts are
correctly applied
Draws insightful conclusions
that are thoroughly defended
with evidence and examples
Incorporates many scholarly
resources effectively that reflect
depth and breadth of research
No errors related to
organization, grammar and style,
and citations Proficient (85%)
Includes most of the main
components and requirements
and cites examples to illustrate Needs Improvement (55%)
Includes some of the main
components and requirements Not Evident (0%)
Does not include any of the
main components and
requirements Value
25 Provides an in-depth analysis
that demonstrates an
understanding of some concepts Provides an analysis that
demonstrates a minimal
understanding of concepts Does not provide an analysis 20 Most of the course concepts are
correctly applied
Draws informed conclusions that
are justified with evidence Some of the course concepts are
correctly applied
Draws logical conclusions but
does not defend with evidence Does not correctly apply any of
the course concepts
Does not draw logical
conclusions 15 Incorporates some scholarly
resources effectively that reflect
depth and breadth of research
Minor errors related to
organization, grammar and style,
and citations Incorporates very few scholarly
resources that reflect depth and
breadth of research
Some errors related to
organization, grammar and style,
and citations Does not incorporate scholarly
resources that reflect depth and
breadth of research
Major errors related to
organization, grammar and style,
and citations
Earned Total 10 20 10 100%

 

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