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Case Study

Jack took over a failing service center and identified its main problems by customer complaints. The top issue was a lack of training, which accounted for 51 complaints from issues related to staff training and customer service. Having too few staff resulted in 21 complaints. Poor organization and preparation received 6 complaints. Using a Pareto chart, Jack determined that focusing first on improving employee training could resolve the largest share of complaints and improve overall customer satisfaction.

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Isza Marie N. Socorin
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65 views

Case Study

Jack took over a failing service center and identified its main problems by customer complaints. The top issue was a lack of training, which accounted for 51 complaints from issues related to staff training and customer service. Having too few staff resulted in 21 complaints. Poor organization and preparation received 6 complaints. Using a Pareto chart, Jack determined that focusing first on improving employee training could resolve the largest share of complaints and improve overall customer satisfaction.

Uploaded by

Isza Marie N. Socorin
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as ODP, PDF, TXT or read online on Scribd
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CASE STUDY: SERVICE CENTER STUDY RESTORATION

By: Jariol, Alyssa Socorin, Isza Marie

The Case

Jack has taken over a failing service center with a host of problems that need resolving. His objective is to increase overall customer satisfaction. He decides to score each problem by the number of complaints that the center has received for each one.

The Problems and their Causes

Combine complaint numbers of those with the same CAUSES.

1. Lack of training (items 5 and 6) = 51 complaints. 2. Too few service center staff (items 1 and 42) = 21 complaints. 3. Poor organization and preparation (items 3 and 4) = 6 complaints.

Pareto Analysis
51

21

CONCLUSION

Jack would have to work on the lack of training. He should have the employees trained to minimize complaints with how they go about the services. Jack can focus on other problems after dealing with the major problem. problem

Pareto Chart

a simple technique for prioritizing problemsolving work so that the first piece of work you do resolved the greatest number of problems.
Pareto Principle (also known as the 80/20 Rule) the idea that 80% of problems may be caused by as few as 20% of causes.

Uses of Pareto Chart

To determine the impacts of a certain item/event


To determine the major cause of the problems

To communicate data with others conveniently To determine the significant cause or problem

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