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Naging Ashland: Services

The task force collected data on types of customer service errors, the cost of errors, and cost of wrong billing errors. It found that the most common error was wrong billing at 137 instances. The total cost of customer service errors in the past year was $701,200. The highest individual costs came from incorrect address errors at $62,400 and website access errors at $60,700. The task force aims to use this data to improve customer service and reduce costly errors.

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Shivam Rai
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60 views

Naging Ashland: Services

The task force collected data on types of customer service errors, the cost of errors, and cost of wrong billing errors. It found that the most common error was wrong billing at 137 instances. The total cost of customer service errors in the past year was $701,200. The highest individual costs came from incorrect address errors at $62,400 and website access errors at $60,700. The task force aims to use this data to improve customer service and reduce costly errors.

Uploaded by

Shivam Rai
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Ashland MultiComm Services

naging
Recently. Ashland MultiComm Services has been criticized Cost of Wrong Billing Errors
Type and
Tor its
inadequate customer service in responding to ques
tions and problems about its Type of Wrong
telephone, cable television, and Cost ($thousands)
Internet services. Senior Billing Errors
management has established a task
force charged with the business held transactions 7.6
objective of improving cus- Declined or
tomer service. In
response to this charge. the task force co Incorrect account number 104.3
lected data about the 9.8
types of customer service errors, the Invalid verification
cOst of customer service errors. and the cost of wrong bill-
Total
121.7
ing erors. It found the following data:

Types of Customer Service Errors 1. Review these data (stored in AMS2-1). Identify the vari-.
ables that are important in describing the customer ser.
Type of Errors
Frequency
Incorrect accessory problems. For each variable you identify, construct
27 the graphical representation you think is most appropri
Incorrect address 42
Incorrect contact phone ate and explain your choice. Also, suggest what other in-
31
Invalid wiring formation concerning the different types of errors would
9
On-demand programming error be useful to examine. Offer possible courses of action
14
Subscription not ordered 8 for either the task force or management to take that
Suspension error 15 would support the goal of improving customer service.
Termination error 22 2. As a follow-up activity, the task force decides to collect
Website access error 30 data to study the pattern of calls to the
Wrong billing 137 help desk (stored
in AMS2-2 ). Analyze these data and
Wrong end date 17 present your con-
Wrong number of connections clusions in a report.
19
Wrong price quoted 20
Wrong start date 24
Wrong subscription type 33
Total 448

Cost of Customer Service Errors in the Past Year

Type of Errors Cost ($ thousands)


Incorrect accessory 17.3
Incomect address 62.4
Incorect contact phone 21.3
Invalid wiring 40.8
On-demand programming errors 38.8
Subscription not ordered 20.3
Suspension error 46.8
Termination error 50.9
Website access errors 60.7
Wrong billing 121.7
Wrong end date 40.9
Wrong number of connections 28.1
Wrong price quoted 50.3
Wrong start date 40.8
Wrong subscription type 60.1
Total 701.2

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