Welz Business Machines sells and services a variety of copiers, computers, and other office equipment.

The company receive many calls daily for service, sales, accounting, and other departments. All calls are handled centrally through customer service representatives and routed to other individuals as appropriate. A number of customers have complained about long waits when calling for service.

The problem of the company is that the customer become irritated if the calls is not answered within five rings. The company seems to have four major reasons that causes the long waiting answering calls : The phones are short-staffed The receiving party is not present The customer dominates the conversation The staff cannot understand the customers problem

Over the next 2 weeks, the staff collected data on the frequency of reasons why some callers had to wait :

Reason : Total Number a) Operators short-staffed 172 b) Receiving Party not present 73 c) Customer dominates conversation 19 d) Lack of operator understanding 61 e) Other reasons 10

FISHBONE METHOD
Attitude Manpower

Customers Employees

Employees Knowledge Lack of Employees Customers disappoinment Lunch Time Absent on Trips

Route to Other Individuals

Method

Schedule

200 180 160 140 120 100 80 60 40 20 0 0 1 2 3 4 5 6 Series1

200
180 160

140
120 100 Series1

80
60 40

20
0 Operators shortstaffed Receiving party not present Lack of operator understanding Customer dominates conversation Other reasons

It cannot be defined by using check sheet as the tools, because the data given in the problem is not detail. So we cannot determine using this tools.

Same with check sheet, we cannot use this as our tools to generate the problem because the data given is not all completed to calculate the parameter for control chart.

Improve product knowledge of each workers by giving trainings. At peak periods, the company should make regulation that the workers have to be available at the office to answer the calls. Penalties will be given for those who dont obey the rules and regulation. Limit the time conversation for each customer, example max. 30 minutes per call. If the conversation is out of topic and not related to the product problems, apologize and end the calls politely.

Try to minimize human error in the process of routing the phone calls, so that the receiver will handle the proper problems according to their areas of responsibility. Make a shift during lunch times, so that there is no delays in answering the calls (Rush of calls will be reduced).