QUESTION 3 [10]
Case Study:The Technical Support Clerk
Peter Joy works as a technical support representative at a call center for a major computer manufacturer. His duties include answering the telephone, answering technical questions, troubleshooting customer problems, and providing other general information and guidance to customers. His supervisor told him to be courteous and not to rush callers. However, the supervisor also told him that he must process at least five calls per hour because of the volume of calls that typically comes in and the limited staff available. Joy come home each day frustrated because he cannot always find the information that he needs in the database, and he becomes stressed whenever he is told to “speed it up”3.1 What is Joy’s job as opposed to her job description? What might Deming say about this situation? (4)
3.2 Drawing upon Deming’s principles, outline a plan to improve this situation. (6) – PLEASE DON’T USE AI, AS IT IS DETECTABLE. Reference the WORK ACCORDINGLY, PLEASE
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