PROBLEM 1 Phones aren't answered quickly enough. 2 Staff seem distracted and under pressure. 3 Engineers don't appear to be well organized. They need second visits to bring extra parts. 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. 5 6 Service center staff don't always seem to know what they're doing. CAUSE Too few service center staff. Too few service center staff. Poor organization and preparation. No proper scheduling of services. Lack of training. Lack of training. 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? Score 12 6 4 6 6 6
PROBLEM 1 Phones aren't answered quickly enough. 2 Staff seem distracted and under pressure. 3 Engineers don't appear to be well organized. They need second visits to bring extra parts. 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. 5 6 Service center staff don't always seem to know what they're doing. CAUSE Too few service center staff. Too few service center staff. Poor organization and preparation. No proper scheduling of services. Lack of training. Lack of training. 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? Score 12 6 4 6 6 6
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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
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