Maurice Clarks works for a software company as a technical support representative. His duties include answering...

 

Transcribed Image Text:

Maurice Clarks works for a software company as a technical support representative. His duties include answering customers phone calls, providing information to to customers, and troubleshooting technical problems (encountered by customers using the company software). His boss told him to be courteous and not to rush callers. However, his boss told him also that he must answer an average of 20 calls per hour so that the department can meet its target in term of number of answered calls. Sometimes Maurice needs to search deeply in complex manuals in order to provide the right answer/information to customers facing sometimes urgent unusual problems. Maurice feels frustrated as satisfying his boss and compromising between his requests is not an easy task. 1- Outline the different quality dimensions necessary in Maurice work. (1 Mark) 2- Based on Deming wheel, propose a plan to improve the situation of Maurice (4 Marks) Maurice Clarks works for a software company as a technical support representative. His duties include answering customers phone calls, providing information to to customers, and troubleshooting technical problems (encountered by customers using the company software). His boss told him to be courteous and not to rush callers. However, his boss told him also that he must answer an average of 20 calls per hour so that the department can meet its target in term of number of answered calls. Sometimes Maurice needs to search deeply in complex manuals in order to provide the right answer/information to customers facing sometimes urgent unusual problems. Maurice feels frustrated as satisfying his boss and compromising between his requests is not an easy task. 1- Outline the different quality dimensions necessary in Maurice work. (1 Mark) 2- Based on Deming wheel, propose a plan to improve the situation of Maurice (4 Marks)

Answer rating: 100% (QA)

ANS 1 Marine Clark should have time management and stress management qualities for his works He sho... View the full answer