Presto Cleaner

Introduction of the case
Presto Cleaner is a company who offer a cleaning service. The president of the company, Mr. Sewickley, has had a brilliant idea to improve service by installing a new computer system designed to cut the customers waiting time and simplify the drop-off and pick up process. This system worked fine until one of the costumers send a complain letter at Mr. Hoffner, that is the responsible of the Complaining Office, whose job is to be close to the customers expectation.

Analysis of the case
The case regards Mr. Shelton as a complaining customer and Paul Hoffner as a responsible of Complaining Office. Mr. Shelton is upset because the complaint office doesn’t do his work well. The interaction between Mr. Shelton and Paul Hoffner have made the bad situation worse. This case brings together the customer expectation and the service that Presto Cleaner had to offer. The customer expectations are influenced by many different factors such as:  Personal needs  Word of mouth  Reputation of the company I can deduce that the quality in this case is not the best. The larger issue on Presto Cleaner staff agenda must be to modernize quality performance, just as he’s working to update his technology. Both service and infrastructure should be state-of-the-art. The quality also is acknowledged as a necessary requirement successful competing and surviving in the market place. Defining quality I can stress four important points:     Quality: The ability of a product or service to meet or exceed customer expectation Ability: The competence, either native or acquired, that enables one to do something well Consistently: refers to a reliable or steady pattern of performance Expectations: a state of anticipation about a future

This four points are very important on keeping close the customers and especially for the rivalry on the market. In fact Paul Hoffner don’t think about how to work out the complaint, but his thought is to close this case as soon as