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 …showed first 75 words of 1652 total…

…showed last 75 words of 1652 total…conditions with the aim of less frequent orders and a commitment of ordering a larger stock holding (i.e. One order in the period with a minimum of 35 tons). Question 6: 1. Easy to identify the activities allocated to the relative process for its production or sales or it will be time and money consuming for ABC. 2. The accuracy of the identification of the activities which may result in accurate costs allocation information for different customer segments.