Question 3 Founded in 1862, the Hong Kong and China Gas Company Limited (Towngas) is Hong...
Fantastic news! We've Found the answer you've been seeking!
Question:
![image text in transcribed](https://s3.amazonaws.com/si.experts.images/answers/2024/05/664631faef636_346664631fac9356.jpg)
Transcribed Image Text:
Question 3 Founded in 1862, the Hong Kong and China Gas Company Limited (Towngas) is Hong Kong's first public utility. Today, it is the largest energy suppliers in Hong Kong, operating with world- class corporate management and leading-edge business practices. In recent years, Towngas management is determined to maintain its leading position in the local public utility market. To achieve such objective, its management is trying to upgrade its service standard and quality in all aspect, beginning first from its customer service call center, to resolve and complete every customer enquiry call within three minutes. However, after implementing the re-engineering plan in the call center for six months, the management is shocked to know that the successful percentage in fulfilling the objective is only 18%, leaving over four out of five calls exceed three minutes. (a) Define the cause-and-effect (Fish-Bone) diagram and elaborate its purpose. (b) Applying the concept of the fish-bone diagram, examine the problems associated with customers' long waiting time with the customer service call center. Provide THREE suggestions to improve the performance. Question 3 Founded in 1862, the Hong Kong and China Gas Company Limited (Towngas) is Hong Kong's first public utility. Today, it is the largest energy suppliers in Hong Kong, operating with world- class corporate management and leading-edge business practices. In recent years, Towngas management is determined to maintain its leading position in the local public utility market. To achieve such objective, its management is trying to upgrade its service standard and quality in all aspect, beginning first from its customer service call center, to resolve and complete every customer enquiry call within three minutes. However, after implementing the re-engineering plan in the call center for six months, the management is shocked to know that the successful percentage in fulfilling the objective is only 18%, leaving over four out of five calls exceed three minutes. (a) Define the cause-and-effect (Fish-Bone) diagram and elaborate its purpose. (b) Applying the concept of the fish-bone diagram, examine the problems associated with customers' long waiting time with the customer service call center. Provide THREE suggestions to improve the performance.
Expert Answer:
Posted Date:
Students also viewed these general management questions
-
Hello, I would like to check whether the answer in bold and italic is the correct one or not. Thank you. 11. Many factors affect the size of a warehouse. Identify one factor which should NOT be a...
-
Question: What as the average weekly safety inventory level of refined sugar from the beginning January 2022 to the end of July 2022? A. 512,465.9691 metric tons per week B. 316,002.1474 metric tons...
-
Olympus was founded in 1919 as Takachiho Seisakusho, a producer of microscopes. The first Olympus camera was developed in 1936, and by 1990 Olympus was the world's fourth-largest camera manufacturer....
-
Which statements when inserted independently will throw an exception at runtime? (Choose two.) var x = new LinkedList (); x.offer (18); // INSERT CODE HERE A. B. x. peek (); x.peek(); x. poll ();...
-
On January 1, 2015, Eagle borrows $100,000 cash by signing a four-year, 7% installment note. The note requires four equal total payments of accrued interest and principal on December 31 of each year...
-
Explain the notion of package access in Java. Explain the negative aspects of package access.
-
Helen Cole, her husband, and her son were partners in a business. Mrs. Cole's husband died, leaving his equity in the partnership to Mrs. Cole. Mrs. Cole and her son plan to form a new partnership...
-
In PC Techs product mix problem, assume there is another PC model, the VXP that the company can produce in addition to Basics and XPs. Each VXP requires eight hours for assembling, three hours for...
-
Comment on the cash budget and on its risks and rewards
-
Viva Ltd is a United Kingdom resident company. The company commenced trading on 1 April 2018 and its results for the fifteen-month period ended 30 June 2019 are summarised as follows: The trading...
-
What is diversification, and how does it reduce risk in an investment portfolio?
-
How do you calculate the Net Present Value (NPV), and what does it signify?
-
Using five (5) references, list information that addresses the frequency of Torts in three (3) American states. The Bureau of Justice is an excellent source of information for this topic. Be sure to...
-
As Publisher, I take full ownership of failing to hit October's Target. I also take full responsibility to lead the turnaround to overcome the shortfall. The operating results reflect my leadership...
-
What are the main financial statements used by a business, and what is the purpose of each?
-
The following T-accounts record the operations of Concord Co.: Assume all raw materials are direct materials. Raw Materials Beginning Balance 29,000 247,000 Ending Balance 19,000 Work in Process...
-
Catalytic hydrogenation of naphthalene over PdC results in rapid addition of 2 moles of H 2 . Propose a structure for this product.
-
Ratios Analyzing Long-Term Firm Solvency The following information is available for Rae Company: Calculate the following: a. 2019 debt-to-equity ratio b. 2019 times-interest-earned ratio c. 2019...
-
Jason Corporation has only common stock outstanding. The firm reported earnings per share of \(\$ 4.00\) for the year. During the year, Jason paid dividends of \(\$ 0.85\) per share. At year end, the...
-
The following information from Buchanan Company's current operations is available: Required a. Prepare a multiple-step income statement. Disregard earnings per share. b. Prepare a single-step income...
![Mobile App Logo](https://dsd5zvtm8ll6.cloudfront.net/includes/images/mobile/finalLogo.png)
Study smarter with the SolutionInn App