QUESTION 1 Long customer complaint no answer Other Lack of knowledge One Operator 1 2 21 4 ON 3 0 0 3 3 3 0 Long Wait Call Issue Analysis 2 1 2 1 0 3 0 5 0 3 0 3 0 1 0 31 4 1 0 O 2 3 0 1 0 4 0 3 0 4 0 1 1. 1 1 Yxyz Insurance Inc. sells and services a variety of life, car and home insurance policies. The company receives many calls daily for claims, complaints and general inquires on the insurance policies purchased. All calls are handled centrally by customer service representatives and routed to other individuals as appropriate. Several customers had complained about long waits when calling for service. A market research study found that customers became irritated if the call was not answered within five rings. The Quality Manager has collected the data below to conduct a Pareto Analysis. Assignment: 10 marks 1) Make a check sheet (must be computer generated) - 2 marks 2) Perform a Pareto Analysis on ALL five sets of data collected including the Pareto chart and graph using Microsoft Excel (import/embed excel worksheet to show all Excel formulas used). Round each answer up - no decimals, use of excel formula, free of spelling and grammatical errors 1 mark. Analysis 2 marks, Graph - 2 marks & import/embed of excel worksheet - 2 marks. 3) From the information you have discovered, would you recommend Yxyz Insurance Inc should consider implementing TQM in order to make improvements on customer complaints. Why or why not? ONE paragraph, maximum 50 words. (1 mark) QUESTION 1 Long customer complaint no answer Other Lack of knowledge One Operator 1 2 21 4 ON 3 0 0 3 3 3 0 Long Wait Call Issue Analysis 2 1 2 1 0 3 0 5 0 3 0 3 0 1 0 31 4 1 0 O 2 3 0 1 0 4 0 3 0 4 0 1 1. 1 1 Yxyz Insurance Inc. sells and services a variety of life, car and home insurance policies. The company receives many calls daily for claims, complaints and general inquires on the insurance policies purchased. All calls are handled centrally by customer service representatives and routed to other individuals as appropriate. Several customers had complained about long waits when calling for service. A market research study found that customers became irritated if the call was not answered within five rings. The Quality Manager has collected the data below to conduct a Pareto Analysis. Assignment: 10 marks 1) Make a check sheet (must be computer generated) - 2 marks 2) Perform a Pareto Analysis on ALL five sets of data collected including the Pareto chart and graph using Microsoft Excel (import/embed excel worksheet to show all Excel formulas used). Round each answer up - no decimals, use of excel formula, free of spelling and grammatical errors 1 mark. Analysis 2 marks, Graph - 2 marks & import/embed of excel worksheet - 2 marks. 3) From the information you have discovered, would you recommend Yxyz Insurance Inc should consider implementing TQM in order to make improvements on customer complaints. Why or why not? ONE paragraph, maximum 50 words. (1 mark)