Technical support representative

Assignment Help Operation Management

Reference no: EM131465269

MelisAnne Marieworks for a software company as a technical support representative. Her duties include answering the telephone, providing information to customers, and troubleshooting 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 the department’s account manager can meet his budget. Anne Marie 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 often cuts the call off prematurely or provides only the minimal information necessary.

1. What might Deming say about this situation? Would you agree with Deming? Explain.

2. Explain which of the 14 Points might be violated.

3. Drawing upon Deming’s principles, outline a plan to improve this situation. What would you need to learn and how would you go about getting that knowledge? What would likely be your first steps?

Reference no: EM131465269

Questions Cloud

Identify the companies whose annual reports are comparing : Explain how the information contained in the annual reports relate to the image you have of the organization as a whole.

The most appropriate communication channel : Consider the following situation and choose the most appropriate communication channel. Your staff uses expense accounts for job-related travel.

Define the community problem in more depth : Delinquent Gangs in Our Communities- The purpose of this section is to specify the main research question and define the community problem in more depth.

How can servant leader using communication to engage : How can a servant leader using communication to engage his or her team in activities

Technical support representative : MelisAnne Marieworks for software company as technical support representative. What might Deming say about this situation? Would you agree with Deming? Explain

Design a square pitch single screw extruder : ME417 Homework. You are to design a 45 mm diameter square pitch single screw extruder. Plot the solid bed profile for the case where channel depth reduces

Did the authors display the data : Why did the authors use correlation or bivariate regression?Do you think it's the most appropriate choice? Why or why not?

Determine the eom for the system : Develop the EOM for Figure if the base is excited horizontally by a motion of the form XB(t) = 5 cos(29t) cm. Assume that the support columns produce.

Give some details of one aspect of geotechnical engineering : The assignment is about reading an article and write summary. Give some details of one aspect of Geotechnical Engineering discipline you find interesting.

User Account

All Pages