4. (10 pts) An employee works for a software company as a technical support repr

Question

4. (10 pts) An employee works for a software company as a technical support representative. Her duties include answering the telephone, providing information to customers, and troubleshooting technical problems. Her supervisor told her to be courteous and not to rush callers. However, the supervisor also told her that she must answer an average of that the department can meet its budget. The company's computers are slow in delivering information and sometimes provide the wrong information, causing her to research manuals and instructions. If pressed for time, in order to meet the budgetary constraints, the employee will cut the call off prematurely or only 15 calls per hour so provide the minimal information necessary. a. What might Deming say about this situation? Which of his 14 points might be violated and describe a plan to improve this situation.

Explanation / Answer

Deming would say that there is a knowledge of variation - the causes of variation in quality and getting the wrong information is due to the computer error. Performance of Melissa is governed by the systems that she uses - in this case she is dependend on the computer for generating information. If the computer is slow or gives wrong information, her efficiency will be hampered. Yes, i would agree with Deming as Melissa's performance is limited by the system within which she works. She cannot better the limitations as imposed or as created by the system.

The following points of the 14 points are being violated - (i) constant improvement in the systems of service - the computer is inefficient and needs to be replaced. (ii) remove barriers that rob people in management of their right to pride of workmanship. Melissa has a target of 15 calls per hour. The focus must change from numbers to quality.

The situation can be improved by focussing more on the quality aspect rather than numbers. Melissa is meeting the target of 15 calls per hour but many calls are called off prematurely. This is not acceptable. Systems will have to be improved to enable her to increase her quality. The numbers will increase eventually.

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