UPM-Kymmene Group Case Study
Question 1: Managing customer relationships has been identified as a key success factor for Wisapaper. Therefore for continuos improvement of customer relationships, Wisapaper has employed several management tools. The aim of implementing Total Quality Management (TQM) is focused on identifying and improving internal processes related to customer relationship management. Furthermore TQM assists management in systematic problem solving. For example Wispaper has identified that an area requiring improvement is the handling of claims from customers. …
