2. As a follow-up activity, the task force decides to collect data to study the pattern of calls to the help desk (stored in AMS2-2 ). Analyze these data and present your conclusions in a report.

Managing Ashland MultiComm Services Recently, Ashland MultiComm Services has been criticized for its inadequate customer service in responding to questions and problems about its telephone, cable television, and Internet ser- vices. Senior management has established a task force charged with the business objective of improving customer service. In response to this charge, the task force collected data about the types of customer service errors, the cost of customer service errors, and the cost of wrong billing errors. The task force com- piled the following data: Type and Cost of Wrong Billing Errors Type of Wrong Billing Errors Cost (Sthousands) Declined or held transactions 7.6 Incorrect account number 104.3 Invalid verification 9.8 Total 121.7 Types of Customer Service Errors Type of Errors Frequency Incorrect accessory 27 Incorrect address 42 Incorrect contact phone 31 Invalid wiring 9 On-demand programming error 14 Subscription not ordered 8 Suspension error 15 Termination error 22 Website access error 30 Wrong billing 137 Wrong end date 17 Wrong number of connections 19 Wrong price quoted 20 Wrong start date 24 Wrong subscription type 33 Total 448 1. Review these data (stored in AMS2-1. Identify the variables that are important in describing the customer service problems. For each variable you identify, construct the graphical represen- tation you think is most appropriate and explain your choice. Also, suggest what other information concerning the different types of errors would be useful to examine. Offer possible courses of action for either the task force or management to take that would support the goal of improving customer service. 2. As a follow-up activity, the task force decides to collect data to study the pattern of calls to the help desk (stored in AMS2-2). Analyze these data and present your conclusions in a report. Cost of Customer Service Errors in the Past Year Type of Errors Cost ($thousands) Incorrect accessory 17.3 Incorrect address 62.4 Incorrect contact phone 21.3 Invalid wiring 40.8 On-demand programming errors 38.8 Subscription not ordered 20.3 Suspension error 46.8 Termination error 50.9 Website access errors 60.7 Wrong billing 121.7 Wrong end date 40.9 Wrong number of connections 28.1 Wrong price quoted 50.3 Wrong start date 40.8 Wrong subscription type 60. Total 701.2