QUALITY AND PROJECT RISK MANAGEMENT OBS-UB

ASSESSMENT
TOOLS AND TECHNIQUES

DAVID DOBLAS MONTSERRAT

26/02/2019

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QUALITY AND PROJECT RISK MANAGEMENT OBS-UB

SUMMARY SITUATION
After a lot of complaints due to the waiting time when customers call for service has to be
implemented different actions to solve it. There are different causes, but the first one is there
are not enough operators to answer all service calls. The second one is that the receiving party
is not present due to sales staff sometimes is out of the office because of work.

Another causes less important are worsen the problem. A Pareto chart and a cause-and-effect
diagram will show better the situation.

RESOLUTION
By priority:

1. Hire more staff for the call center.

2. Teach the call center staff about the products, and more important, about the
responsibilities of the different departments, technicians, etc. to transfer the call
properly.
3. Try to coordinate different shift for lunchtime, in order to answer calls during that time.
4. In the sales department, always has to be in the office at least one employee prepared
in order to solve possible questions from the customer.
5. Introduce an automatic answering to filter some questions, some of them can be
standard and automatic. For example Press number 1 if you want to talk to sells
department, press number 2 if you have to repair…

MONITORING
1. After the call, small questionary about the call service from 1 to 10.
2. Test for the call center staff about the products in order to check if the knowledge is
enough.
3. Check how many seconds was the customer waiting for the answer different times a day
and obtain the average to check if it’s improving.

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QUALITY AND PROJECT RISK MANAGEMENT OBS-UB

PARETO DIAGRAM

172 100,00%

152 90,00%

80,00%
132
70,00%
112
COUNT OF CAUSES

60,00%
92
50,00%
72
40,00%
52
30,00%
32
20,00%

12 10,00%

-8 A. Operators B. Receiving party D. Lack of C. Customer E. Other reasons 0,00%

short-staffed not present operator dominates
understanding conversation

frecuency accumulative