Problem Solving Report of BHL Computer (M) sdn Bhd

BY: WONDERFUL COOPERATION SDN BHD FATIMAH BINTI MOHD FARID (DIRECTOR) MELA NURGANTINI BINTI MAMAN (MANAGING DIRECTOR) FATIN HUMAIRAH BINTI ZULKIFLI (SALES AND MARKETING DIRECTOR) MUNIRAH FARHANA (EXECUTIVE DIRECTOR)

Established in 2004 by Benedict H. Liew. BHL Computers SDN.BHD has two branches. Closed in 2009 and started again in 2011 Has a proven track record for excellence in quality and price of products Awarded by Ministry of Commerce 2010.

 Study the customers complaints and satisfaction of goods and services. Find out the problems faced by the company Help and giving recommendations on how to improve the quality and services.

 Aspects that covered in the survey: 1) Price of services 2) Quality of products 3) Customer services 4) Time of services 5) Price of products

 30 questionnaires were distributed to 30 respondents. An interview was also conducted with the owner of BHL Computers Services

Price of services
a) Amount of money spent on repairing computers. b) Prices charged for services.

a) Amount of money spent on repairing computers

No. of respondents RM50-RM100 RM100-RM150 22 6 % 73% 20%

RM150 and above

7%

Table 1: Respondents opinion on the amount of money spent on repairing computers

Amount of money spent on repairing computers

7%

20%
RM50-RM100 RM100-RM150

73%

RM150 and above

Figure 1: The percentage of amount of money spent on repairing computers at BHL Computers.

Price of services
a) Amount of money spent on repairing computers
Spent less than RM100. Only suffer a minor damaged.

Price of services
a) Amount of money spent on repairing computers - Maintain the prices - Ensure that the quality of services parallel with their prices. - Provide lesson

b) Prices charged for the services

No. of respondents Expensive Moderate 5 15 % 17% 15%

Affordable

10

33%

Table 2: Respondents opinion on prices charged for services at BHL Computer Services

Prices charged for computer services

17%
33%

Expensives

Moderate

50%

Affordable

Figure 2: Respondents opinion on prices charged for computer services at BHL Computers.

Prices of services
Reasonable and incomparable.

Prices of services
- Should not raise the prices charged. - Must concern about the prices. - Must examine the price charged.

Quality of products

Quality of products
80%

70%

60%

50%

poor
40% 70% 30%

satisfied excellent

20%

10% 10% 0%

20%

Excellent

Satisfied

Poor

Figure 3: Customers opinion regarding the quality of the products.

Quality of products
- Excellent and very satisfactory. - Some of the products are easily broken

Quality of products
- Be aware of the quality of competitor products. - Customers feedbacks should be part of their policy . - Find the suppliers who can provide better quality supplies.

Customer services
a) Customer experiences b) Customer satisfaction

Customer experiences
70 60 50

40

no yes

30

20

10

yes

no

Figure 5: customer experiences when dealing with BHL Computer Services.

Customer experiences
- Do not have any bad experiences when dealing with BHL Computer Services. - Most of the customer were satisfied with the services.

Customer satisfaction
8.2
yes no

37

Figure 4: Customers feedback on customer services.

Customer satisfaction - customer service at BHL Customer

Service to be satisfactory. - There is still a lot of improvement need to be made.

Customer experiences
- Workers should be trained wisely. - Should give more and full attention to the customers. - Improve their communication skills. - Should be friendly with the customers.

Price of products
7%

yes

no

93%

Price of products
- Very

affordable.

- Prices are very satisfactory and at par with the quality of the products offered.

Price of products
- Maintaining their prices and the quality of the products. - Consider lowering their prices. - Make a sale for their customers.