Founded in 1862, the Hong Kong and China Gas Company Limited (Towngas) is Hong Kong’s first public utility. Today, it is

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Founded in 1862, the Hong Kong and China Gas Company Limited
(Towngas) is Hong Kong’s
first public utility. Today, it is the largest energy suppliers
in Hong Kong, operating with world-
class corporate management and leading-edge business
practices.
In recent years, Towngas management is determined to maintain
its leading position in the local
public utility market. To achieve such objective, its management
is trying to upgrade its service
standard and quality in all aspect, beginning first from its
customer service call center, to resolve
and complete every customer enquiry call within three minutes.
However, after implementing the
re-engineering plan in the call center for six months, the
management is shocked to know that the
successful percentage in fulfilling the objective is only 18%,
leaving over four out of five calls
exceed three minutes.
(a) Define the cause-and-effect (Fish-Bone) diagram and
elaborate its purpose.
(b) Applying the concept of the fish-bone diagram, examine the
problems associated with customers’ long waiting time with the
customer service call center. Provide THREE suggestions to improve
the performance.