Quality Wireless (A): Call Center Performance Harvard Case Solution & Analysis

Question 1

Solution

The targeted hold time =x=110 seconds

Mean = μ =99.67

Standard Deviation =σ= 24.24

The fraction of days where call center failed to meet the targeted hold time:

Targeted hold time > 110 seconds(x>110) =?

Almost 0.33 fraction of days where the call center failed to meet the targeted hold time of 110 seconds.

This value is calculated by dividing the sum of frequencies that exceeds the targeted limit of hold time with the sum of the total number of frequencies in Exhibit 1 of the Quality Wireless (A).

The area of this value under the normal distribution curve lie between the Z value from Z=0 to Z=0. 43

Z=0 is a midpoint where the z value starts from. While the value Z=0.43 is calculated by using the formula:

x = μ ± zσ (See excel file for calculations)

Question 2

Solution

The targeted hold time =x=110seconds

Mean = μ =79.50

Standard Deviation = σ= 16.86

The fraction of days where call center failed to meet the targeted hold time:

Targeted hold time > 110 seconds(x>110) =?

Almost 0.03 fraction of days where the call center failed to meet the targeted hold time of 110 seconds.

This value is calculated by dividing the frequency that exceeds targeted limit of hold time with the total numbers of days (30days) in April in Exhibit 3 of the Quality Wireless (A).

The area of this value under the normal distribution curve lie between the Z value from Z=0 to Z=1.81

Z=0 is a midpoint where the z value starts from. While the value Z=1.81 is calculated by using the formula

x = μ ± zσ

(See excel file for calculations)

Question 3

Solution

On the basis of performance in April 2005, the performance of the Quality Wireless call center has improved as compared to the average hold time during the period 2003-2004.

As during the whole month of April 2005 the average hold time (in seconds) only once exceed the targeted hold time where the call center of the company failed to meet the targeted hold time of 110 seconds .On 2nd April 2005, the average hold time for the customers while calling is 116 seconds is the one that exceed the targeted hold time of 110 second during the month of April. On the other side remaining all days in the month of April have an average hold time below the targeted hold time of 110 seconds. Whereas, the average hold time during the time period 2003-2004 exceed   targeted hold time of 110 seconds many times. This showed great improvement after the implementation of recommendations by the task force as compared to the average hold time during 2003-2004.................

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Quality wireless received consumer complaints about for a long time for its call center. To address these complaints, he put in place some changes process on its call center. After a month, the company will now solve this does not help. "Hide
by Sunil Chopra Source: Kellogg School Management 6 pages. Publication Date: April 1, 2006. Prod. #: KEL153-PDF-ENG

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