Reference no: EM132812356

ARCO Farm Supply maintains a hotline to answer farmer's questions about the products they sell. Angie's supervisor told her to be courteous and to not rush callers. However, the supervisor also told her that she must answer an average of 15 calls per hour so that the department's account manager can meet his budget. Angie 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. When she is pressed for time, she too-often provides only the minimal information necessary because she feels she must meet the 15 calls/hour goal in order to earn her bonus.

1. Is this a process problem, a management problem, or an employee problem? Explain.

2. What might Edward Deming say about this situation?

3. Explain which of Deming's 14 Points seem to be violated.

4. Drawing upon Deming's principles, what would you need to learn and how would you go about getting that knowledge? What would likely be your first steps?