Project #41185 - Probability and Statistic

Question 1. Melissa Clare works 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 or her budget. Melissa 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.

·         What might Deming say about this situation?

·         Explain which of the 14 points might be violated.

·         Drawing upon Deming’s principles, outline a plan to improve this situation.


Question 2. Review the quality profiles presented at the beginning of Chapter 1 and Chapter 2. Select ONLY ONE company among Motorola, Midway USA, Texas Nameplate, and MEDRAD (I am providing the links below for four quality profile companies).

·         List specific practices cited in these examples and how they support the following quality principles (which is listed in Table 2.2 in 9th edition of our textbook):

Principle 1: Customer Focus - Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements, and strive to exceed customer expectations.


Principle 2: Leadership - Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives.


Principle 3: Involvement of People - People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization’s benefit.


Principle 4: Process Approach - A desired result is achieved more efficiently when activities and related resources are managed as a process.


Principle 5: System Approach to Management - Identifying, understanding, and managing interrelated processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives.


Principle 6: Continual Improvement - Continual improvement of the organization’s overall performance should be a permanent objective of the organization.


Principle 7: Factual Approach to Decision Making - Effective decisions are based on the analysis of data and information.


Principle 8: Mutually Beneficial Supplier Relationships - An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.


For MidWayUSA:

For Motorola, Inc.:

For Texas Nameplate Company, Inc.:




Question 3. Please review following case and provide answer for following questions:


·         Summarize the service failures associated with this experience.

·         What might the travel agency do to improve its customers’ service experience?


The Nightmare on Telecom Street[i]


H. James Harrington, a noted quality consultant, related the following story in Quality Digest magazine:

I called to make a flight reservation just an hour ago. The telephone rang five times before a recorded voice answered. “Thank you for calling ABC Travel Services,” it said. “To ensure the highest level of customer service, this call may be recorded for future analysis.” Next, I was asked to select from one of the following three choices: “If the trip is related to company business, press 1. Personal business, press 2. Group travel, press 3.” I pressed 1.

I was then asked to select from the following four choices: “If this is a trip within the United States, press 1. International, press 2. Scheduled training, press 3. Related to a conference, press 4.” Because I was going to Canada, I pressed 2.

Now two minutes into my telephone call, I was instructed to be sure that I had my customer identification card available. A few seconds passed and a very sweet voice came on, saying, “All international operators are busy, but please hold because you are a very important customer.” The voice was then replaced by music. About two minutes later, another recorded message said, “Our operators are still busy, but please hold and the first available operator will take care of you.” More music. Then yet another message: “Our operators are still busy, but please hold. Your business is important to us.” More bad music. Finally the sweet voice returned, stating, “To speed up your service, enter your 19-digit customer service number.” I frantically searched for their card, hoping that I could find it before I was cut off. I was lucky; I found it and entered the number in time. The same sweet voice came back to me, saying, “To confirm your customer service number, enter the last four digits of your social security number.” I pushed the four numbers on the keypad. The voice said: “Thank you. An operator will be with you shortly. If your call is an emergency, you can call 1-800-CAL-HELP, or push all of the buttons on the telephone at the same time. Otherwise, please hold, as you are a very important customer.” This time, in place of music, I heard a commercial about the service that the company provides.

At last, a real person answered the telephone and asked, “Can I help you?” I replied, “Yes, oh yes.” He answered, “Please give me your 19-digit customer service number, followed by the last four digits of your social security number so I can verify who you are.” (I thought I gave these numbers in the first place to speed up service. Why do I have to rattle them off again?)

I was now convinced that he would call me Mr. 5523-3675-0714-1313-040. But, to my surprise, he said: “Yes, Mr. Harrington. Where do you want to go and when?” I explained that I wanted to go to Montreal the following Monday morning. He replied: “I only handle domestic reservations. Our international desk has a new telephone number: 1-800-1WE-GOTU. I’ll transfer you.” A few clicks later a message came on, saying: “All of our international operators are busy. Please hold and your call will be answered in the order it was received. Do not hang up or redial, as it will only delay our response to your call. Please continue to hold, as your business is important to us.”


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Due By (Pacific Time) 09/25/2014 06:00 am
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