total 2 question and Question 2(b) please help me to explain in more detail thank you

Question 2 (25 marks) The Hong Kong Broadband Network Ltd (HKBN). is a leading integrated telecom and technology solutions provider in the local market. The Group offers a comprehensive range of premier one-stop Information and Communications Technology (ICT) solutions to both the enterprise and residential markets. In recent years, HKBN management is determined to maintain its leading position in the telecom and technology solution 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 two minutes. However, after implementing the re-engineering plan in the call center for three months, the management is shocked to know that the successful percentage in fulfilling the objective is only 23%, leaving over three out of four calls exceed two minutes. (a) (6 marks) Define the cause-and-effect (Fish-Bone) diagram and elaborate its purpose. (b) Applying the concept of the fish-bone diagram, examine the problems (19 marks) associated with customers' long waiting time with the customer service call center. Provide 2 suggestions to improve the performance