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This paper researches how to improve sales quality system(SQS) by adopting ＇Failure Mode and Effects Analysis＇ and proposes these concrete techniques. Based on this, this paper then provides a typical example of SQS in LY company and states these countermeasures to improve SQS. It is helpful to determine reasons for SQS failure and to eliminate failure causes and to improve the effectiveness of sales quality system and customer satisfaction ultimately. © 2009 IEEE.
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Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09
Year： 2009
Page： 905-909
Language： English
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WoS CC Cited Count： 0
SCOPUS Cited Count： 1
ESI Highly Cited Papers on the List： 0 Unfold All
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30 Days PV： 1
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