_{Pareto Charting (Assignment package): Background: Vivosys specializes in providing technical assistance services on behalf of software and hardware companies. For example, instead of a software company developing and maintaining its own "help desk" infrastructure for its products, it contracts with Vivosys to provide technical support for customers. Vivosys employs several hundred knowledgeable and well-trained technical assistance representatives. Staff work in a half-dozen different technical assistance centres distributed throughout North America. If any one centre experiences problems such as severe weather or power outages, the other centres can provide backup. Vivosys supports a number of communication options for customers seeking technical assistance: telephone, e-mail, Web forms, and instant messaging. Vivosys has grown steadily since its founding five years ago. It has increasingly won market share from its competitors because of its reputation for effective problem solving. One of Vivosys's advantages is a comprehensive set of diagnostic protocols for each product. However, a few months ago, two large companies elected not to renew their contracts with Vivosys. The primary reason they cited was an increasing number of complaints from their customers about poor technical support. Alarmed at this, the president of Vivosys charted a quality improvement project called "VivosysQ." Several outside quality experts were secured as consultants. A quality plan was created that included requirements, standards, and quality assurance activities. Gap analysis took place to ensure that the organization could support the quality assurance activities. The project is now in the monitoring and controlling phase. One of the new quality assurance activities in this: "Within 48 hours after each technical assistance request is initiated, a customer satisfaction survey will be conducted by telephone. The survey will simply ask if the customer was satisfied or dissatisfied with the technical assistance they received. If the customer is unsatisfied, the surveyor will ask the customer the reason for their dissatisfaction. Surveyors will use a check sheet to tally complaints. At the end of each day, the surveyors will turn their check sheets into the survey supervisor, who will compile a master list. The survey supervisor will prepare a tabular report each week and send it to the entire project team." Here are the results from last week's report: Questions: 1) Calculate 'Percentage' and 'Cumulative Percentage' for each reason for dissatisfaction. 2) Based on the information provided, construct a Pareto chart of the reason for dissatisfaction. Make sure to show left-hand and right-hand y-axis and also x-axis measurements. Make sure to show the data points, and cumulative percentage points. 3) Let's correct 80% of the reasons for dissatisfaction. Which ones should you deal with? 4) Suggest one possible corrective action for each cause for #3 above.}