Sears’ repair 3-year service contract

service which can be availed for

additional fee

Wait for the

Call the company
company’s call to
to schedule
set a time-frame
appointment
for appointment

Repair man arrives Wait for the

to check and company’s call to
diagnose the unit’s set a time-frame
problem. for appointment
 Company Prolonged Repair
Loss of Low profit
Credibility service/installation
clientele’s trust tendency
problem

Poor communication
and
information system

Damaged units even

Cancelled No staff to discuss the
Incompatible parts before the 90-day
appointments appliance issue with.
ordered warranty

Out-of-date Lack of on- Poor problem No customer Absence of Poorly done

service call diagnoses contact remote installation of
schedule technicians service on consultation parts.
staff