1 AAA Software Ltd is a software company that operates a help desk teams to support users of its software products. The last quarter's performance report indicates a decline in service quality. This issue was identified by the following four help desk quality metrics (Table 1): Data Code 1st Quarter 2002 1st Quarter 2003 A 305 485 B 2114 2231 C 318 98 Number of customers Total number of calls received during the quarter Number of HD calls requiring visit to customer's site Average time for customer calls served by phone (in minutes) Average time for customer calls served by visits to customer's site (in minutes) Number of customer complaints D 9.3 8.8 E 95 118 F 38 41 (1) Analyze the given case based on the data given below. (2) List two possible causes for the recorded issue. (3) Specify possible solutions (corrective actions) for the causes proposed in (2) S III 7