Quality Wireless (A): Call Center Performance

Abstract

Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place.

To develop an understanding of process capability and how an improvement can be statistically validated. To understand the “check” phase of the plan-do-check-act cycle of Deming, using basic statistical principles.

Citation

Chopra, S. (2017), "Quality Wireless (A): Call Center Performance", . https://doi.org/10.1108/case.kellogg.2016.000269