Question

Maurice Clarks works for a software company as a technical support representative. His duties include answering customers phone calls, providing information to customers, and troubleshooting technical problems (encountered by customers using the company software). His boss told him to be courteous and not to rush callers. However, his boss told him also that he must answer an average of 20 calls per hour so that the department can meet its target in term of number of answered calls. Sometimes Maurice needs to search deeply in complex manuals in order to provide the right answer/information to customers facing sometimes urgent unusual problems. Maurice feels frustrated  as satisfying his boss and compromising between his requests is not an easy task.

1. Outline the different quality dimensions necessary in Maurice work. (1 Mark)
2. Based on Deming wheel, propose a plan to improve the situation of Maurice

Answer 1

Answer:

1.Different quality dimensions:

A) He needs to answer 20 calls for every hour that is needed to complete a bring in under 3 minutes.

B) He ought to ought to explain the issues looked by the clients appropriately and explain all the questions.

2. According to the Deming Wheel, he needs to work in an accompanying way:

Plan - > Do - > Check - > Act

Plan - He ought to have the option to decide which considers needing a nitty-gritty arrangement and which ones to polish off rapidly. A few inquiries are the same as FAQs

Do - Always offer to fulfill and point by point responses at whatever point important. In spite of the fact that he ought not to burn through his time on more straightforward questions.

Check - Check on the off chance that you are fulfilling the time constraints by following this procedure.

Act - If you discover that you passed up a great opportunity giving some data in rush don't rehash it.

• In the event that you neglect to answer 20 brings in 60 minutes, at that point accelerate your conveyance procedure.
• Continuously remember that objectives given to you are significant yet not as significant as the client. Henceforth you probably won't accomplish targets here and there however ought to consistently give legitimate reaction to clients.