Better Off Dead?Eight ways to spot a product line that's doomed.
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The owner of a small electronics manufacturing company wassearching for a way to kick-start sales, which had flattened overthe past three years. After a lengthy session of hand-wringing andself-doubt, he came up with what he felt was the best way for thecompany to get moving again. He would make sure his staff dideverything it could to improve customer service and concentratemore on customer satisfaction. The company wouldhavetowork harder at satisfying its customers because that was the onlything holding them back--or so he thought.
Customer satisfaction plummets when companies get intoproduction problems that delay delivery or affect quality, but thiscompany didn't have those problems. It had a good record formeeting customer delivery needs, had an excellent reputation forproduct quality, and the staff seemed knowledgeable about how todeal with customers. It was a good bet the problems were comingfrom another area. But where?
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