Since July 1993, Whirlpool has been operating its customer quality information system to collect data from warranty claims and its consumer hot line. The system helps the organisation's product designers and manufacturing engineers discover customer objections to features in its appliances. Examples of the findings were: 1. Customers accept nonremovable child safety locks for child-proofing rather than a removable key in Whirlpool's kitchen trash compactor, 2. Adding spouts to its KitchenAid b...

BPIR Categories

1.2.1 Product strengths/weaknesses/opportunities/threats
7.2.2 Handle warranties & claims
1.1.1 Customer performance/satisfaction measurement
5.5.3 Improve process/product performance

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