Diksha Ltd. Was marketing diswashers which were very popular due to their quality and after-sale services provided to the customers. The company was a leading company in the market and earing huge profits. Because of huge profits the company ignored its after- sale services. As a result its relations with the customers got spoiled and the image of the company was damaged in the eyes of the public. Top management became concerned when the profits for the current quarter fell steeply.
On analysis it was revealed that ignoring after-sale services was its reason. Therefore, the company took all possible measures to protect and promote its image. As a result the goodwill of the company improved in the society.
Also explain role of the tool as identified in part (i).