In Order to Achieve Higher Levels of Customer Satisfaction, a Company

question 1

Essay

In order to achieve higher levels of customer satisfaction, a company initiates monitoring the complaint resolution process of its customer service representatives. As a first step, the company decides to collect data on the number of unanswered calls out of the first 250 incoming to its call centre made each day. At the end of monitoring 25 days, it was found that a total of 500 incoming calls went unanswered.
a. What type of control chart should be used by the company in monitoring customer satisfaction at the call centre?
b. Calculate the centreline for this control chart.
c. Calculate the control limits for this control chart.

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Definitions:

Kin Selection

A biological approach that prioritizes the propagation of an organism's kin over its own survival and reproductive achievements, even if it means personal sacrifice.

Norm of Reciprocity

A social standard that expects an individual to respond to others with the same behavior they have received, such as kindness for kindness.

Prosocial Behavior

Actions intended to benefit others, including helping, sharing, donating, co-operating, and volunteering.

Altruism

The selfless concern for the well-being of others without expecting any reward.