Departemen Teknik Industri Sistem Penjaminan Kualitas

Fakultas Teknik Universitas Indonesia

Kampus Baru UI Depok, Jawa Barat – 16424
Studi Kasus: “Drop Call” | Ganjil 2019/20

Dosen : Irvanu Rahman, ST., MT., MPA

Format Analisis : Diskusi dan Presentasi Studi Kasus Berkelompok
Kompetensi dituju : Mampu menggunakan alat peningkatan kualitas
dalam studi kasus peningkatan kualitas (Six Sigma)

Expected Learning Outcomes (ELO) : 05

KKNI : C3

Time : 10 minutes briefing, 60 minutes discussion, 50

cminutes presentation (@ 5 mins each group)

~ Drop of Customer Satisfaction in Customer Complain Division of Happy Company ~

Happy Company specializes in selling and delivering industrial hardware products to individual users,
small businesses, and large corporations. Most sales are made by its sales representative (JSRs) in
the Inverness warehouse, Scotland, but more experienced individual and corporate customers buy
direct from its web site.

As the end-of-year is approaching, the company has found out several problems on its Customer
Complaint Division, as it is revealed that a recent survey presents a sharp drop in customer
satisfaction, from 95% to 78%, and complaints about poor customer service were increasing at
alarming rate.

The company’s CEO, Arthur Fleck, seeks some data summarizing a number of calls received during
one business-day on average: 523 calls with distribution as:
• 08,00 – 09.00: 27 calls • 13.00 – 14.00: 33 calls
• 09.00 – 10.00: 121 calls • 14.00 – 15.00: 24 calls
• 10.00 – 11.00: 111 calls • 15.00 – 16.00: 17 calls
• 11.00 – 12.00: 103 calls • 16.00 – 17.00: 51 calls
• 12.00 – 13.00: 36 calls

Mr. Flecks also finds out the most significant drop calls in a day as

8.02 8.14 8.16 8.23 8.29

8.31 8.45 8.55 9.01 9.05

9.15 9.23 9.45 9.52 10.15

11.25 11.44 12.15 12.23 12.45

12.47 12.52 13.03 13.18 13.35

13.43 14.02 14.09 14.34 14.56

15.01 15.11 15.23 16.33 16.48

While investigating the data, Mr. Fleck outlines 7 basic process for handling customer call, as follow:

1. Customer makes a call to customer center.

2. The operator receives, answers, and directs the call to intended extension/person
3. Customer waits for the operator to call extension number
4. Operator talks to the person answering the extension
5. The extension operator connects to the required person to answer customer call.
6. The required person handles customer call
7. The call ends

Mr. Fleck believes if customers are getting the person they want and when they want them, there
should be few drop calls.

CASE INSTRUCTION:
Your team is hired by the Happy Company to help Mr. Fleck identifying and analyzing cause of problems
he’s experiencing. He also told your team to focus attention on “how to increase customer satisfaction
in Customer Complaint Division”

HOT TIPS:
• You’re in define stage and need to move to measure stage accordingly.
• The output for each stage for this case
o Define: problem statement, including key quality measures; process map
o Measure: prioritization of problem to determine the improvement target

REFERENCES:
The Six Sigma Way Team Fieldbook, Peter S Pande et. al, McGraw-Hill, New York, 2002