Answer Happy

Question 3 (20 marks) 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. (6 marks) (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. (14 marks)