Melissa Clare works for a software company as a technical su

Melissa Clare works for a software company as a technical support representative. Her duties include answering the telephone, providing information to customers, and troubleshooting technical problems. Her supervisor told her to be courteous and not to rush callers. However, the supervisor also told her that she must answer an average of 15 calls per hour so that the department’s account manager can meet his or her budget. Melissa comes home each day frustrated because the computer is slow in delivering information that she needs and sometimes provides the wrong information, causing her to search for the information in complex manuals. When she is pressed for time, she often cuts the call off prematurely or provides only the minimal information necessary.

What might Deming say about this situation?

Explain which of the 14 points might be violated.

Drawing upon Deming’s principles, outline a plan to improve this situation.

Solution

the first problem is she is in a position of role ambiguious.

no role and designation clarity to her

define the work to her

assign the correct boss

report and consult the boss when ever she has a problem

her role and activities should be well defined.

then identify who is her reporting manager for what time.

assign the correct work and in time only

provide the accurate date only to her.

there should be one boss to one employee, so eliminate two boss system

enter the correct information only in the systems.