Question

An airline company uses a central telephone bank and a semi-automated telephone process to take reservations. It has been receiving an unusually high number of customer complaints about its reservation system. The company conducted a survey of customers, asking them whether they had encountered any of the following problems in making reservations: busy signal, disconnection, poor connection, too long a wait to talk to someone, could not get through to an agent, connected with the wrong person. Suppose a survey of 744 complaining customers resulted in the following frequency tally.
Number of Complaints .... Complaint
184 ............ Too long a wait
10 ........... Transferred to the wrong person
85 ............ Could not get through to an agent
37 ........... Got disconnected
420 ............ Busy signal
8 ............. Poor connection
Construct a Pareto diagram from this information to display the various problems encountered in making reservations.



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  • CreatedFebruary 19, 2015
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