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Item Information   Holdings       More by this author     Montgomery, Shellise.     Subjects     Research -- Management     Consumer satisfaction     Organizational effectiveness     MSEM Thesis.     Browse Catalog     by author:      Montgomery, Shellise.       by title:      Managing the link be...         MARC Display

Managing the link between research and development and customer satisfaction : creating a competitive advantage / by Shellise Montgomery. by Montgomery, Shellise. Subjects Research -- Management   Consumer satisfaction   Organizational effectiveness   MSEM Thesis. Description:  vi, 118 leaves : ill. ; 29 cm. Contents:  An overview of research and development -- Review of past and current situations -- Improving businesss competitiveness -- A case for r & d -- Case study of the Saturn Corporation -- Conclusion. Businesses invest a large percentage of their operating budget into research and development. The high risk involved in a prospective venture may prove profitable through introducing innovative technology and achieving business goals. However, a substantial amount of research and development efforts fail to gain profitable results. Therefore, research and development managers must re-align their strategic business objectives to become more flexible and adapt to the changing environment. There is a drastic need to change the framework in which research and development is currently being managed. Managing the link between research and development and customer satisfaction will improve America’s present economic condition. This demands motivating employees, and properly fitting the key factors – structure, business strategy, performance, customer services and R&D – into a comprehensive plan that focuses on the firm’s mission and objectives to create a competitive advantage. It is the intent of this thesis to first propose a realistic strategy that focuses on utilizing effective management techniques, and understanding the framework in which research and development evolve. This will allow corporate, business, and functional units to work together effectively and efficiently from the initial stages of a project to its final stages. Second, the discussion will incorporate a method to improve communication along the research and development continuum. Third, it will restructure research and development to become a continuous process within the business unit and to strategically align itself with top management’s vision and goals. Finally, it will present a case study of the Saturn Corporation to examine the techniques which allowed them to successfully accomplish; research and development, sales, and customer service goals in an competitive automobile industry. Providing an approach to improve business growth, economic stability, and technological innovation will be the main objective of this paper. Also, it will establish a foundation to develop a framework in which research and development can be managed effectively and efficiently to react to market changes and customer needs within a specified time frame.   Copy/Holding information Location Collection Call No. Status   Walter Schroeder Library Master's Theses AC805 .M66 1994 Available Add Copy to MyList Format: HTMLPlain textDelimited Subject:   Email to:

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