6 ints 02:00:00 adve & Exit Submit In an article in Quality Progress, Barbara A. Cleary reports on improvements made in a software supplier's responses to customer calls In this article, the author states: In an effort to improve its response time for these important customer-support calls, an inbound telephone inquiry team was formed at PQ Systems, Inc., a software and training organization in Dayton, Ohio. The team found that 88 percent of the customers cals were already being answered immediately by the technical support group, but those who had to be called back had to wait an average of 56.6 minutes. No customer complaints had been registered, but the team believed that this response rate could be improved As part of its improvement process, the company studied the disposition of complete and incomplete calls to its technical support analysts. A call is considered complete if the customer's problem has been resolved; otherwise the call is incomplete. The following Figure 2.6 shows a Pareto chart analysis for the incomplete customer calls FIGURE 2.6 A Pareto Chart for Incomplete Customer Calls (for Exercise 2.12) Required customer to get more data 26.19% Required more investigation by us 21.54% Callback 16.18% Required development assistance 15.34% Required administrative help 11.45%