TOTAL QUALITY MANAGEMENT (MGT510)

ASSIGNMENT

TOPIC: “SIPOC Diagram”

Question 1: Keeping in view the high level process map, you are required to develop a SIPOC
diagram for the customer service experience of James Harrington in Telecom Street.

Suppliers Input Process Output Customers

Internal Computer H. James Harrington H. James Harrington
system requests for travel H. James finds number H. James Harrington
Harrington tries
Internal phone Dials number flight reservation System gets caller
system correctly ID

ABC Travel Makes selections He calls at ABC Gives info on

company from choices Travel services support options

Traveler Requests for Collect routing info

reservation decide where to
connect
Travel authorization
Press 1 and Press Verify CSN
2 Verify 4 digit
SSN code

Domestic
operator’s
answers

H. James
Harrington
enters19- digit
customer
service number
by 4 digits SSN
Question 2: You are required to suggest one of the Deming’s fourteen points to Telecom Street
that can help them to improve their customer experience.

Deming Point How/ Why

Point 5

Improve constantly and forever every The telephone rang five times before a
process for planning, production and recorded voice answered.
service.

About two minutes later, another recorded

message said, “Our operators are still busy,
but please hold and the first available operator
will take care of you.”

He replied: “I only handle domestic

reservations. Our international desk has a new
telephone number: 1-800-1WE- GOTU. I will
transfer your call.”