You manage a call center. You measure customer satisfaction by inviting callers

Question

You manage a call center. You measure customer satisfaction by inviting callers to stay on the line after they are helped, at which time you give them an automated 2-question survey.   The other day, there was a huge traffic crash on the freeway near your call center. This caused five of your twenty employees to be late, which caused an increase call in response time, which caused a big dip in customer satisfaction on that day. This is an example of  

Total Quality Management

Common cause variation

Standard deviation

Special cause variation

Total Quality Management

Common cause variation

Standard deviation

Special cause variation

Explanation / Answer

The correct answer is "Special cause variation".

Special cause variation is nothing but the change in the output that occur due to environmental condition or process input. In this situation, the specific factor is huge traffic that result in the variation of output as the call response time is increased and customer satisfaction on that day is decreased.

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