Question Description
Read the case: Samsung Electronics: Analyzing Qualitative Complaint Data carefully to understand the issues involved.(Attached)
Then answer the following questions.
- 33 customer complaints are provided in Exhibit-1 of the case.Create an affinity diagram by categorizing these complaints under various headings (like: picture issues, overheating, no response from customer service, etc.).Note that some complaints might fit under more than one category.Use your judgment about where to put it.Use as many categories as you need, but if you have more than 10 you probably have too many. (40 pts)
- Using Excel create a Pareto chart from the results of your affinity diagram.There are many video tutorials on YouTube describing how to create Pareto charts on Excel.(15 pts)
- What items do you think need immediate attention?What is your justification? (15 pts)
- What next steps would you suggest for the near term?Again, what is your justification? (15 pts)
- What other insights can you offer from your analysis? (15 pts)
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