Final Customer Purchasing from the Product Producer

Maintain Steps: Maintain steps include all activities required to keep the product in working order. These steps include the costs the customer incurs to diagnose and correct product problems.

B.
Resources: Reduce resources required for the use of the product

2. Time – Reduce the time the customer must spend with the product

Reduce the steps the customer must use with the product

No.	SIC	Year	Note
1	0	2000	Customer automated phone service gets more customer satisfaction when it streamlines its menu to three options and two levels so that the customer won't get lost.
2	2844	1991	Compaq doubled its distribution outlets from 3000 to 6000 by end of 1992 and enlarged its customer support staff by 40 by redeploying workers from mfg., quality control, and other parts of the company.
3	3312	1988	Armco, Bethlehem, Inland, National, USS, & Wheeling-Pitts all installed electro-plating lines which provided zinc-coated sheets for auto industry. Allows auto industry to cut down on corrosion.
4	4512	2004	United Airlines is the second-largest airline company in the U.S. It has recently been focusing on improving its customer service. United's on-time-departure rate now leads the industry. The airline cancels fewer flights than its peers and last year it lowered its once-towering customer complaint rate.
5	4813	2002	AT&T Wireless features high-rates but also offers an automatic dropped-call credit in which customers are reimbursed by any call that was cut off mid-conversation.
6	5734	2001	Apple Computer's retail stores are all staffed with onsite technicians to perform any necessary repairs.
7	7373	2000	Unlike conventional software that is contained on CDs, Staroffice "lives" on large servers. At the Sun web site consumers can download the 65 megabyte file using a standard internet browser.

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