E-ISSN 3041-4849
 
2025, Vol: 2, Issue: 4
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Original Article
Online Published: 01 Aug 2025
 


Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch

Jorton Agda Tagud, Alex Cerilla Bacalla, Rolly Sumasino Acaso.


Abstract
Aim:
This study aims to examine how strategic information technology (IT) consulting contributes to operational excellence and customer-centric growth in small and medium-sized enterprises (SMEs), using Queens Link Technology – Sogod Branch as a case example.

Methods:
A mixed-methods case study approach was employed, combining qualitative and quantitative data. Primary data were collected through structured interviews and surveys involving 50 customers and 20 employees, while secondary data were obtained from company reports and CRM analytics. Statistical analysis was conducted using SPSS to explore correlations and validate findings.

Results:
The study found substantial improvements in both customer satisfaction and operational performance following the integration of Customer Relationship Management (CRM) systems, cloud-based infrastructure, network optimization, and targeted staff training. The Customer Satisfaction Index increased from 72% to 88%, and the Net Promoter Score rose from +15 to +42. Additionally, operational efficiency improved, with a 40% reduction in issue resolution time and a 35% rise in first-contact resolution. Employee satisfaction also increased, driven by training initiatives.

Conclusion:
The results underscore the critical role of aligning IT consulting strategies with business goals in achieving performance improvements and sustainable growth in SMEs. Strategic IT interventions not only optimized operational workflows but also enhanced customer experience and employee engagement, serving as a scalable model for technology-driven transformation in similar enterprise contexts.

Key words: IT consulting, operational excellence, customer-centric growth, CRM systems, SMEs, cloud solutions, data analytics.


 
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How to Cite this Article
Pubmed Style

Tagud JA, Bacalla AC, Acaso RS. Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch. Eu J Comp Sci Informatics. Online First: 01 Aug, 2025. doi:10.5455/EJCSI.20250523063413

Web Style

Tagud JA, Bacalla AC, Acaso RS. Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch. https://www.wisdomgale.com/ejcsi/?mno=260131 [Access: August 05, 2025]. doi:10.5455/EJCSI.20250523063413

AMA (American Medical Association) Style

Tagud JA, Bacalla AC, Acaso RS. Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch. Eu J Comp Sci Informatics. Online First: 01 Aug, 2025. doi:10.5455/EJCSI.20250523063413


Vancouver/ICMJE Style

Tagud JA, Bacalla AC, Acaso RS. Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch. Eu J Comp Sci Informatics, [cited August 05, 2025]; Online First: 01 Aug, 2025. doi:10.5455/EJCSI.20250523063413


Harvard Style

Tagud, J. A., Bacalla, . A. C. & Acaso, . R. S. (2025) Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch. Eu J Comp Sci Informatics, Online First: 01 Aug, 2025. doi:10.5455/EJCSI.20250523063413


Turabian Style

Tagud, Jorton Agda, Alex Cerilla Bacalla, and Rolly Sumasino Acaso. 2025. Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch. European Journal of Computer Sciences and Informatics, Online First: 01 Aug, 2025. doi:10.5455/EJCSI.20250523063413


Chicago Style

Tagud, Jorton Agda, Alex Cerilla Bacalla, and Rolly Sumasino Acaso. "Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch." European Journal of Computer Sciences and Informatics Online First: 01 Aug, 2025. doi:10.5455/EJCSI.20250523063413


MLA (The Modern Language Association) Style

Tagud, Jorton Agda, Alex Cerilla Bacalla, and Rolly Sumasino Acaso. "Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch." European Journal of Computer Sciences and Informatics Online First: 01 Aug, 2025. Web. 05 Aug 2025 doi:10.5455/EJCSI.20250523063413


APA (American Psychological Association) Style

Tagud, J. A., Bacalla, . A. C. & Acaso, . R. S. (2025) Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link Technology – Sogod Branch. European Journal of Computer Sciences and Informatics, Online First: 01 Aug, 2025. doi:10.5455/EJCSI.20250523063413


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