INFORMATION

Họ và tên : Bùi Thị Tường Văn

MSSV : 20126015
Môn : Quản trị chất lượng dịch vụ

1/ From the conversation between Tim and his staff, draw a cause-
and-effect diagram.
2/ Perform a Pareto analysis of the data collected (using Excel to
draw Pareto chart).
Reason Frequency Percent Cumulative
Operators short-staffed 172 51.34 51.34
Receiving party not present 73 21.79 73.13
Lack of operator understanding 61 18.21 91.34
Customers dominates conversation 19 5.67 97.01
Others reasons 10 2.99 100
Total 335 100

Pareto Chart
200 100
180 90
160 80
140 70
120 60
100 50
80 40
60 30
40 20
20 10
0 0
Operators short- Receiving party not Lack of operator Customers dominates Others reasons
staffed present understanding conversation

Frequency Cumulative

3/ What actions might the company take to improve the situation?

Possible solutions are to bring in extra phone representatives for peak morning and
afternoon periods, and either “stagger” lunch breaks or bring in extra
representatives. Then, the sales representatives and their supervisors should
attempt to develop cross-training, so that everyone in the office is equally well-
trained, sales representatives should be scheduled to be “on call” in the office at
certain times, and communications should be set up in such a way that phone reps
and sales reps work to coordinate customers service and communications, perhaps
even giving the phone reps pager access to reach sales reps in the field.