Question

Management at Goliath Corp. (located in Birmingham, Alabama) wants to use Pareto analysis to determine what issues to address relative to customer service at its call center. A survey was taken of customers and the following information was gathered about customer complaints.
Type of Complaint Number of Complaints
Placed on hold for too long ......... 391
No one available on weekends ....... 63
Rude ................. 49
Too many transfers ............ 30
Hard to understand representative ...... 124
Representative didn’t understand problem .. 91
Other .................. 18
a. Determine the percentage of complaints in each category and the cumulative percentage beginning with the largest complaint category.
b. Create a Pareto chart. (Directions on doing this with Microsoft Excel can be found at http://www.ehow.com/way_5798817_do-pareto-chart-microsoft-excel_.html.) Are you data consistent with the Pareto principles?
c. What actions would you suggest to Goliath’s management to help resolve customer compliant issues?



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  • CreatedJune 03, 2014
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