Mr. Abdullah works as a technical support representative at a call center for a major computer

manufacturer. His duties include answering the telephone, answering technical questions,

troubleshooting customer problems, and providing other general information and guidance to

customers. His supervisor told him to be courteous and not to rush callers. However, the supervisor also

told him that he must process at least five calls per hour because of the volume of calls that typically

come in and the limited staff available. Mr. Abdullah comes home each day frustrated because he

cannot always find the information that he needs in the database, and becomes stressed whenever he

is told to speed it up.

Questions:

1. Compare and contrast Mr. Abdullahs job description as opposed to his job? (Marks 2)

1. Assume that you are one of the Gurus of TQM, what would you say after thorough analysis

about this situation? (Marks 4)

Drawing upon Demings principles, outline a plan to improve the situation.