Aimed at young general manager of the new cable system and its customer service. Jeanne LaFrance, general manager, has an unpleasant feeling about what department is managed. She sees signs that it suspects a serious problem. It takes too much time for customer service representatives to answer the phone, and many clients to hang in front of their calls are answered. There is little in the way of standards, measures, or controls. However, not enough data in the event for the students to solve the problems. The goal is to develop a plan to deal with those problems. What are their hypotheses about the issues? Whatever the analysis that must be done to address these problems? How would they get the data for this? "Hide
by Michael J. Roberts Source: Harvard Business School 9 pages. Publication Date: December 11, 1992. Prod. #: 393056-PDF-ENG
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