Case Detail

Case Summary

Quality Wireless (B): Call Center Performance

Case Number: 5-405-756(B), Year Published: 2006, Revision Date: March 29, 2007

HBS Number: KEL154

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Authors: Sunil Chopra

Key Concepts

Process Capability, Statistical Process Control, Process Performance, Call Centers


Quality Wireless has been receiving customer complaints about long hold times at its call center. To address these complaints it has put into place certain process changes at its call center. After one month, the company wants to make a decision regarding whether improvement has taken place or not. Part (A) uses this context for students to understand the “check” phase of the plan-do-check-act cycle of Deming using basic statistical principles. In Part (B) the manager is gone for ten days and returns to find that performance is not as good as when he left. Yelling at the supervisors results in performance improving over the next ten days. Part (B) allows the instructor to introduce the Statistical Process Control (SPC) framework for students to decide whether the manager’s response was appropriate or not.

Number of Pages: 3

Extended Case Information

Teaching Areas: Operations

Teaching Note Available: Yes

Geographic: US

Industry: Wireless Service

Organization Name: Quality Wireless

Organization Department: Call Center

Organization Size: Medium

Decision Maker Position: General Manager

Decision Maker Gender: Male

Year of Case: 2005