4. (10 pts) A n employee works for a software company as a technical support rep

Question

4. (10 pts) A n employee works for a software company as a technical support representative. Her duties include answering the telephone, provi nformation to customers, and troubleshooting technical problems. Her supervisor told her to be courteous and not to rush callers. However, the supervisor also told her that she must answer an average of 15 calls per hour so that the department can meet its budget. The company's computers are slow in delivering information and sometimes provide the wrong information, causing her to research manuals and instructions. If pressed for time, in order to meet the budgetary constraints, the employee will cut the call off prematurely or only provide the minimal information necessary a. What might Deming say about this situation? Which of his 14 points might be violated and describe a plan to improve this situation.

Explanation / Answer

Deming’s 14 points for management were given in order to enumerate measure by which a company can enhance its managerial effectiveness & ensure effective transformation when needed.

In the above-mentioned scenario, it can be observed that even after knowing the issues being faced by the employee with respect to the old and slow systems of the company, no measures are being taken by the company. Instead, the employee is being advised to disconnect calls with partial information supplied to the customer in order to meet the budget.

Thus, following points out of Deming’s fourteen points are being violated:

To improve the situation, management should make changes to the existing computer systems or get new systems as per requirement. Following is the plan for implementation of the same:

Related Questions

Navigate

• Browse (All)
• Browse 4
• Subjects

---

---

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.