In an issue of Quality Progress, Hoexter and Julien discuss the quality of the services delivered by law firms. One aspect of such service is the quality of attorney€“client communication. Hoexter and Julien present a cause-and-effect diagram for €œpoor client€“attorney telephone communications.€ This diagram is shown in Figure 16.28.
a. Using this diagram, what (in your opinion) are the most important causes of poor client€“attorney telephone communications?
b Try to improve the diagram. That is, try to add causes to the diagram.

Figure 16.28

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Causes Effect Equipment Operators 4. Did not greet caller courteously 5. Client dis- connected for no obvious Did not take reason message Four or more Did not identify firm name rings before call is answered 3. Transfer call to wrong extension Poor dlient telephone communications | 2. Insufficient 1. Attomey does not return client's call space on message form Too many interruptions No means to Employee directory not up to date verify that attomey got message Environment Methods