Recently, Ashland MultiComm Services has been criticized for its inadequate customer service in responding to questions and problems about its telephone, cable television, and Internet services. Senior management has established a task force charged with the business objective of improving customer service. In response to this charge, the task force collected data about the types of customer service errors, the cost of customer service errors, and the cost of wrong billing errors. The task force compiled the following data:

1. Review these data (stored in AMS2-1). Identify the variables that are important in describing the customer service problems. For each variable you identify, construct the graphical representation you think is most appropriate and explain your choice. Also, suggest what other information concerning the different types of errors would be useful to examine. Offer possible courses of action for either the task force or management to take that would support the goal of improving customer service.
2. As a follow-up activity, the task force decides to collect data to study the pattern of calls to the help desk (stored in AMS2-2). Analyze these data and present your conclusions in a report.

Transcribed Image Text:

Types of Customer Service Errors Type of Errors Frequency Incorrect accessory 27 Incorrect address 42 Incorrect contact phone 31 Invalid wiring 9 On-demand programming crror Subscription not ordered Suspension error Termination error 14 8 15 22 Website access error 30 Wrong billing Wrong end date Wrong number of connections Wrong price quoted Wrong start date Wrong subseription type 137 17 19 20 24 33 Total 448 Cost of Customer Service Errors in the Past Year Type of Errors Cost (Sthousands) Incorrect accessory 17.3 Incorrect address 62.4 Incorrect contact phone Invalid wiring 21.3 40.8 On-demand programming errors Subscription not ordered Suspension error 38.8 20.3 46.8 Termination enor 50.9 Website access crrors 60.7 Wrong billing Wrong end date Wrong number of connections Wrong price quoted Wrong start date Wrong subscription type 121.7 40.9 28.1 50.3 40.8 60.1 Total 701.2