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Assignment # 3 (Case Study Report)

Melissa Claire works as a technical support representative, answering calls and troubleshooting problems. Her supervisor tells her to be courteous but also to answer 15 calls per hour to meet the budget, causing Melissa stress as the computer system is slow and sometimes gives wrong information, making it hard for her to fully help customers within the time limits.

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Mariel Galasao
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830 views1 page

Assignment # 3 (Case Study Report)

Melissa Claire works as a technical support representative, answering calls and troubleshooting problems. Her supervisor tells her to be courteous but also to answer 15 calls per hour to meet the budget, causing Melissa stress as the computer system is slow and sometimes gives wrong information, making it hard for her to fully help customers within the time limits.

Uploaded by

Mariel Galasao
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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July 27, 2015

Assignment # 3

Melissa Claire works for a software company as a technical support


representative.

Her

duties

include

answering

telephone,

providing

information to customers, and trouble-shooting 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 15 calls per hour
so that their departments account manager can make her a budget. Melissa
comes home each day frustrated because the computer is slow in delivering
information that she needs, and sometimes provides the wrong information
causing her to search for the information in complex manuals. She knows
that she often cuts the call off prematurely or provides only the minimal
information necessary.

Questions:
a. What might Deming say about the situation?

b. Drawing upon Demings 14 points principles, outline a plan


to improve the situation.

Please submit your case study report on August 11, 2015

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