1 answer

In an article in Quality Progress, Barbara A. Cleary reports on improvements made in a software...

Question:

In an article in Quality Progress, Barbara A. Cleary reports on improvements made in a software suppliers responses to custo

In an article in Quality Progress, Barbara A. Cleary reports on improvements made in a software supplier's responses to customer calls. In this article, the author states: In an effort to improve its response time for these important customer-support calls, an inbound telephone inquiry team was formed at PQ Systems, Inc., a software and training organization in Dayton, Ohio. The team found that 88 percent of the customers' calls were already being answered immediately by the technical support group, but those who had to be called back had to wait an average of 56.6 minutes. No customer complaints had been registered, but the team believed that this response rate could be improved. As part of its improvement process, the company studied the disposition of complete and incomplete calls to its technical support analysts. A call is considered complete if the customer's problem has been resolved; otherwise the call is incomplete. The following Figure 2.6 shows a Pareto chart analysis for the incomplete customer calls. FIGURE 2.6 A Pareto Chart for Incomplete Customer Calls (for Exercise 2.12) Required customer to get more data 41.19% Required more investigation by us 29,87% Callback 12.36% Required development assistance 8.14% Required administrative help 5.06% Actually is a new problem 3.38% Source: B. A. Cleary, "Company Cares about Customers' Calls," Quality Progress (November 1993), pp. 60-73. Copyright 1993 American Society for Quality Control. Used with permission. (a) What percentage of incomplete calls required "more investigation" by the analyst or "administrative help"? (Round your answer to 2 decimal places.) Incomplete calls % (b) What percentage of incomplete calls actually presented a "new problem"? (Round your answer to 2 decimal places.) 100%

Answers

a)  
Required percentage=29.87%+5.06%=   34.93%
  
b)   
Required percentage=3.38%  

.

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