A Refrigeration and Heating Company-One That Installs and Repairs Home

question 19

Essay

A refrigeration and heating company-one that installs and repairs home central air and heating systems-has asked your advice on how to analyse their service quality. They have logged customer complaints. Here's a recent sampling. Use the supplied template to construct a conventional cause-and-effect diagram. Place each of the complaints onto a main cause; justify your choice with a brief comment as necessary. 1. "I was overcharged-your labour rates are too high." 2. "The repairman left trash where he was working." 3. "You weren't here when you said you would be. You should call when you must be late." 4. "Your repairman smoked in my house."5. "The part you installed is not as good as the factory original." 6. "Your repairman was here for over two hours, but he wasn't taking his work seriously." 7. "You didn't tighten some of the fittings properly-the system's leaking." 8. "Your estimate of repair costs was WAY off." 9. "I called you to do an annual inspection, but you've done more-work that I didn't authorize." 10. "Your mechanic is just changing parts-he doesn't have a clue what's really wrong." 11. "Your bill has only a total-I wanted to see detail billing." 12. "Your testing equipment isn't very new-are you sure you've diagnosed the problem?"13. "One of the workmen tracked mud into my living room."

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Definitions:

Negative Consequences

Results of a behavior that a person finds unattractive or aversive.

360-degree Feedbacks

A performance appraisal method that collects feedback from all directions: supervisors, peers, subordinates, and sometimes external sources like customers.

Reinforcements

In behavioral psychology, stimuli which, when presented after a behavior, increase the likelihood of that behavior being repeated.

Deficiencies

The absence or lack of necessary qualities, skills, or resources.