A CASE STUDY ON THE DIFFICULTIES FACED BY TM POINT KUALA SELANGOR IN OPERATING IT SHOP

BACHELOR OF BUSINESS ADMINISTRATION WITH (HONS) OPERATIONS MANAGEMENT FACULTY OF BUSINESS MANAGEMENT

NOVEMBER 2009

AbstrAct ABSTRACT

This case study will be conducted in TMpoint Kuala Selangor. I would like to identify the difficulties faced by this organization in operating it shop. As this company is a serviceoriented organization, they need to satisfy customer’s needs and wants. Sometimes, they fail to achieve due to some problems or lacking.

In this case, I will use the customer’s data of fixed-line termination and monthly statistical data on customer complain to explore the symptoms of low customer satisfaction. I also will conduct
However, in 2006, Kedai Telekom has been known as TMpoint. TMpoint outlets serve as the primary channels in providing TM's services such as service provisioning, bill payments, fixed line, multimedia and other value added services. TM Sales & Services also markets a wide range of telecommunications as well as IT related products and accessories. Telekom Sales & Services Sdn. Bhd. works very closely with TM Group, vendors, suppliers and business partners to channel telecommunication products through its TMpoint outlets. To ensure that the Company achieves its goals, TM Sales & Services are continuously finding ways to provide choices of competitive and high quality products to its valued customers. TMpoint outlets serves as the channel that offering TM’s products and services. Therefore, TMpoint really concern about their customer satisfaction as