Part I Discussion

Topic $1$: Improvement Process $-$ Corrective and Preventive Actions

"Statement Software Ltd$."$ is a software house that specializes in development of custom$-$made billing systems for the manufacturing industry. A common "Statement Software" contract offers the customer $12$ months of guarantee services. The company's help desk $($HD$)$ supplies solution to customer calls by phone or at the customer's site. The last quarter's performance report indicates a decline in service quality, a trend that also characterizes the previous two quarters. This trend was identified by the following four HD quality metrics:

Percentage of recurrent calls: the percentage of customer site calls that required a recurrent call to deal with a defect supposedly solve by prior call.

Average reaction time to customer site calls $($working days$).$

Average hours invested in customer site calls, including travel time.

Customer satisfaction computed from a quarterly customer satisfaction questionnaire, using a $0-10$ scale.

$\backslash$table$[[$The SQA metrics,Quarter I,Quarter II$,$Quarter III,Quarter IV$],[$Percentage of recurrent calls,$12,13,19,21],[$Average reaction time to customer site calls $($days$),0\mathrm{.}7,0\mathrm{.}8,1\mathrm{.}7,1\mathrm{.}8],[$Average hours for customer site calls,$4\mathrm{.}7,4\mathrm{.}9,3\mathrm{.}3,3\mathrm{.}1],[$Customer satisfaction,$8\mathrm{.}3,8\mathrm{.}4,6\mathrm{.}7,6\mathrm{.}5]]$

The ad hoc CAPA $($Corrective and Preventive Action$)$ team that was appointed to deal with the subject decided that each member should prepare a separate list causes for the decline in the quality of HD services, prior to analysis of the collected information and complementary observations.

Each group member separately provides a list of $5$ possible causes for the recorded phenomenon. Justify your list.

Summarize the causes listed by the group members, select top $5$ causes, and propose your solutions for each of the causes in the top list.