Related questions
Question
Please see attached file for the problem. i hope you can help me out
Transcribed Image Text:Case No. 3: Customer Satisfaction
Juan Dela Cruz has taken over a failing service center, with a host of problems that need resolving. His
objective is to increase overall customer satisfaction. He decides to score each problem by the number of
complaints that the center has received for each one. (In the table below, the second column shows the
problems he has listed, the third column shows the underlying causes identified, and the fourth column
shows the number of complaints about each column)
PROBLEM
1 Phones aren't answered quickly enough.
2
3
Staff seem distracted and under pressure.
Engineers don't appear to be well organized. They
need second visits to bring extra parts.
5
6
CAUSE
Too few service center staff.
Too few service center staff.
Poor organization and
preparation.
Engineers don't know what time they'll arrive. This
4 means that customers may have to be in all day for an
engineer to visit.
Service center staff don't always seem to know what
they're doing.
When engineers visit, the customer finds that the
problem could have been solved over the phone.
Using Pareto Analysis, which among the causes must be prioritized for immediate action?
No proper scheduling of
services.
Lack of training.
Lack of training.
Score
12
6
4
6
6
6
Expert Solution
This question has been solved!
Explore an expertly crafted, step-by-step solution for a thorough understanding of key concepts.
Step by stepSolved in 3 steps
Knowledge Booster
Similar questions
- My access code for this book is not working for some reason. Is there any way you could assist me in locating it or provide me with instructions on how to do it on my Yuzu account?arrow_forwardWhat's important? Join up the records.arrow_forwardIs there a way to keep tabs on all these data requests?arrow_forward
- Create an ERD based on the Crow's Foot notation, using the following requirements:- Scenic Tours LLC (STLLC) provides guided tours to groups of visitors to the Washington D.C. area. In recent years, STLLC has grown quickly and is having difficulty keeping up with all of the various information needs of the company. The company's operations are as follows. STLLC offers many different tours. For each tour, the tour name, approximate length (in hours), and fee charged is needed. Guides are identified by an employee ID, but the system should also record a guide's name, home address, and date of hire. Guides take a test to be qualified to lead specific tours. It is important to know which guides are qualified to lead which tours and the date that they completed the qualification test for each tour. A guide may be qualified to lead many different tours. A tour can have many different qualified guides. New guides may or may not be qualified to lead any tours, just as a new tour may or may not…arrow_forwardRather of creating their own text files to store information, why do most businesses use a DBMS?arrow_forwardState the three integrity rules. Indicate the reasons for enforcing each rule.arrow_forward
arrow_back_ios
arrow_forward_ios