Quality Control Ppt Welz
-
Upload
zerlynda-ganesha-iskandar -
Category
Documents
-
view
224 -
download
0
Transcript of Quality Control Ppt Welz
-
7/31/2019 Quality Control Ppt Welz
1/12
-
7/31/2019 Quality Control Ppt Welz
2/12
Welz Business Machines sells and services avariety of copiers, computers, and otheroffice equipment. The company receivemany calls daily for service, sales,
accounting, and other departments. Allcalls are handled centrally throughcustomer service representatives and
routed to other individuals asappropriate. A number of customershave complained about long waitswhen calling for service.
-
7/31/2019 Quality Control Ppt Welz
3/12
The problem of the company is that thecustomer become irritated if the calls is
not answered within five rings. Thecompany seems to have four majorreasons that causes the long waitinganswering calls :
The phones are short-staffed
The receiving party is not present
The customer dominates theconversation
The staff cannot understand thecustomers problem
-
7/31/2019 Quality Control Ppt Welz
4/12
Over the next 2 weeks, the staff
collected data on the frequency ofreasons why some callers had to wait :
Reason : Total Number
a) Operators short-staffed 172
b) Receiving Party not present 73
c) Customer dominates conversation 19d) Lack of operator understanding 61
e) Other reasons 10
-
7/31/2019 Quality Control Ppt Welz
5/12
ManpowerAttitude
Method Schedule
Customers disappoinment
Employees KnowledgeCustomers
Lack of Employees
Route to Other IndividualsAbsent on Trips
Lunch Time
FISHBONE METHOD
Employees
-
7/31/2019 Quality Control Ppt Welz
6/12
-
7/31/2019 Quality Control Ppt Welz
7/12
0
20
4060
80
100
120
140
160
180
200
0 1 2 3 4 5 6
Series1
-
7/31/2019 Quality Control Ppt Welz
8/12
0
20
40
60
80
100
120
140
160
180
200
Operators short-
staffed
Receiving party not
present
Lack of operator
understanding
Customer dominates
conversation
Other reasons
Series1
-
7/31/2019 Quality Control Ppt Welz
9/12
It cannot be defined by using check sheetas the tools, because the data given in
the problem is not detail. So we cannotdetermine using this tools.
-
7/31/2019 Quality Control Ppt Welz
10/12
Same with check sheet, we cannot use thisas our tools to generate the problem
because the data given is not allcompleted to calculate the parameterfor control chart.
-
7/31/2019 Quality Control Ppt Welz
11/12
Improve product knowledge of eachworkers by giving trainings.
At peak periods, the company shouldmake regulation that the workers have to
be available at the office to answer thecalls. Penalties will be given for those whodont obey the rules and regulation.
Limit the time conversation for eachcustomer, example max. 30 minutes percall.
If the conversation is out of topic and notrelated to the product problems, apologizeand end the calls politely.
-
7/31/2019 Quality Control Ppt Welz
12/12
Try to minimize human error in theprocess of routing the phone calls, sothat the receiver will handle the properproblems according to their areas ofresponsibility.
Make a shift during lunch times, so thatthere is no delays in answering the calls(Rush of calls will be reduced).