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17 views1 page

Document

hahaha

Uploaded by

Moira C. Vilog
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Co, Terrence

TQM Sec 15
#32

The technical support clerk

1. Before a employee or a worker apply to a certain company he or she must know what work or position

they trying to do or to get. Having role of satisfying customers was not easy especially to Melissa's job.

Deming would have said that the numerical quota is contrary to the requirements that require that states.

2.

Certainly the quota system must go

, and Melissa might need improved training

and technology

to balance efficiency with the need to meet customers needs. The company might also begin to

conduct some customer surveys to understand needs

and measure satisfaction as well as to

measure Melissas performance relative to

these needs. The company needs to examine its staffing policies and scheduling procedures to ensure

adequate coverage so the customers do not have to wait and clerks are not rushed.

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