Section
Describe and examine some process with which you are familiar.
- Make a list of ways that the process can be measured and improved. What difficulties might you face in the implementing these ideas?
- List some factors that contribute to common cause variation.
- Cite some examples of possible assignable causes for variation.
Section 3
Marylyn Claire works as a technical support representative at a call center for a major computer manufacturer. Her duties include answering the telephone, answering technical questions, trouble shooting customer problems, and providing other general information and guidance to customers. Her supervisor also told her that she must process at least five calls per hour because of the volume of calls that typically come in and the limited staff available. Marylyn comes home each day frustrated because she cannot always find the information that she needs in the database, and becomes stressed whenever she is told to
"speed it up".
1. What is Marylyn's job as opposed to her job description? What might Deming say about this situation?
2. Drawing upcoming Deming's principles. (as many as possible) outline a plan to improve this situation