2. TECH 50800 Project Title: Customer service management in automotive industries Analyze Phase Date: 11/19/2014 Team member: Ponnappa Bheemaiah

3. Brief Review of Project Charter

4. CTQ Tree(s)

5. Data Collection

6. TECH508 Analyze Step

7. Graphs T test, value of p=0.0388 Hence Clock time and task time are closely related. Time in min

8. TECH508 Conclusions 1. There is a close correlation between the task time and clock time. 2. There is not much provision for customer which is making him/her angry. 3. The communication/ customer handling is faulty. 4. No precise documentation 5. Line of communication(KPIV) is causing the biggest problem with the customer satisfaction(KPOV).