quality control ppt welz

7/31/2019 Quality Control Ppt Welz

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2/12

Welz Business Machines sells and services avariety of copiers, computers, and otheroffice equipment. The company receivemany calls daily for service, sales,

accounting, and other departments. Allcalls are handled centrally throughcustomer service representatives and

routed to other individuals asappropriate. A number of customershave complained about long waitswhen calling for service.


3/12

The problem of the company is that thecustomer become irritated if the calls is

not answered within five rings. Thecompany seems to have four majorreasons that causes the long waitinganswering calls :

The phones are short-staffed

The receiving party is not present

The customer dominates theconversation

The staff cannot understand thecustomers problem


4/12

Over the next 2 weeks, the staff

collected data on the frequency ofreasons why some callers had to wait :

Reason : Total Number

a) Operators short-staffed 172

b) Receiving Party not present 73

c) Customer dominates conversation 19d) Lack of operator understanding 61

e) Other reasons 10


5/12

ManpowerAttitude

Method Schedule

Customers disappoinment

Employees KnowledgeCustomers

Lack of Employees

Route to Other IndividualsAbsent on Trips

Lunch Time

FISHBONE METHOD

Employees


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7/12

0

20

4060

80

100

120

140

160

180

200

0 1 2 3 4 5 6

Series1


8/12

0

20

40

60

80

100

120

140

160

180

200

Operators short-

staffed

Receiving party not

present

Lack of operator

understanding

Customer dominates

conversation

Other reasons

Series1


9/12

It cannot be defined by using check sheetas the tools, because the data given in

the problem is not detail. So we cannotdetermine using this tools.


10/12

Same with check sheet, we cannot use thisas our tools to generate the problem

because the data given is not allcompleted to calculate the parameterfor control chart.


11/12

Improve product knowledge of eachworkers by giving trainings.

At peak periods, the company shouldmake regulation that the workers have to

be available at the office to answer thecalls. Penalties will be given for those whodont obey the rules and regulation.

Limit the time conversation for eachcustomer, example max. 30 minutes percall.

If the conversation is out of topic and notrelated to the product problems, apologizeand end the calls politely.


12/12

Try to minimize human error in theprocess of routing the phone calls, sothat the receiver will handle the properproblems according to their areas ofresponsibility.

Make a shift during lunch times, so thatthere is no delays in answering the calls(Rush of calls will be reduced).

quality control ppt welz

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