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The document discusses the challenges faced by a technical support clerk, Melissa, in meeting customer satisfaction while adhering to a quota system. It suggests that the quota system should be eliminated and that Melissa requires better training and technology. Additionally, the company should conduct customer surveys and reassess staffing policies to improve service efficiency and employee performance.

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Moira C. Vilog
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23 views1 page

Document

The document discusses the challenges faced by a technical support clerk, Melissa, in meeting customer satisfaction while adhering to a quota system. It suggests that the quota system should be eliminated and that Melissa requires better training and technology. Additionally, the company should conduct customer surveys and reassess staffing policies to improve service efficiency and employee performance.

Uploaded by

Moira C. Vilog
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

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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