ALAMAR, JEESSON

PANGANIBAN, KRISTEL
RENDOQUE, CRIS JOHN LLOYDS

Ashland Multicomm Service was recently criticized for their inadequate customer service and their internet
services. In light of the issues surrounding the company, the senior management has established a new
task force to be in charge with the improvement of the customer services. Before they are able to
recommend, the task force will collect data abut the types of customer services. Before they are able to
recommend, the task force will collect data about the types of customer service errors, the cost of the
service errors and the cost of wrong billing errors. The data collected are to be presented in the main body
of the report.
AMS2-1
1. Customer Service Errors

Types of Errors
140
120
100
80
60
40
20
0

Frequency

Type of Errors Frequency

Wrong billing 121.7
Incorrect address 62.4 Based on the result of the side-by-side table, the
Website access errors 60.7 majority of the customer service errors highest
Wrong subscription type 60.1 frequency is the wrong billing. The data showed that
Termination error 50.9 the wrong billing should be the main concern of the
Wrong price quoted 50.3 senior management because most customers have
Suspension error 46.8
the same problem about their telephone, cable
Wrong end date 40.9
television and internet service bills.
Invalid wiring 40.8
Wrong start date 40.8
On-demand
programming errors 38.8
Wrong number of
connections 28.1
Incorrect contact phone 21.3
Subscription not ordered 20.3
Incorrect accessory 17.3
Total 701.2
2. Cost of Customer Service Errors in the Past Year

Cost(000)
140
120
100
80
60
40
20
0

Error Type Cost(000)

Incorrect accessory 17.3 Based on the result of the Clustered Column Chart,
Incorrect address 62.4 the wrong billing has the highest cost of customer
service errors in the past year amounting to $121.7
Incorrect contact phone 21.3
(thousands). The data showed that the result from
Invalid wiring 40.8
past years’customer service errors have the same
On-demand programming 38.8 cause of problem in the recent year which is the
errors
wrong billing. It proved that the senior management
Subscription not ordered 20.3
haven’t made any course of actions to solve Ashland
Suspension error 46.8 Multicomm Services problem in regards to its
Termination error 50.9 customer service.
Website access errors 60.7
Wrong billing 121.7
Wrong end date 40.9
Wrong number of 28.1
connections
Wrong price quoted 50.3
Wrong start date 40.8
Wrong subscription type 60.1
Total 701.2
 There two variables that are related to each other: the frequency and cost per type of error, the
frequency was distributed to the cost of type of errors, creating a boxplot. Based on the boxplot, it
shows a positive skewed for the frequency and cost per type of errors. The frequency affects the
cost per type of error.

3. Breakdown of Wrong Billing Errors

Cost($000)

9.8 7.6

104.3

Declined or held transactions Incorrect account number Invalid verification

Type of Wrong Billing Cost($000) The result of the pie graph shows that the incorrect
Erros account number error is the cause of Ashland
Declined or held 7.6 Multicomm Services’ wrong billing errors which is
transactions amounting to $104.3 (thousand) during the current
Incorrect account number 104.3 year. The senior management should fix their
Invalid verification 9.8 company’s billing statements so they can prevent
Total 121.7 giving out incorrect account number to their customers.
 AMS2-2

pattern of calls
30

25

20

15

10

0
10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-99
number of calls

There is no specific pattern of calls with respect to days that are coming to the help desk. It can be
concluded that most of the days receive calls between days 40-49.