Each learner is assigned to his/her specific industry/office
Each learner is to read through the customer/consumer complaints for a period of three or four months – to identify and record at least 20 complaints in total. If complaints are not tracked, then design a simple template to track complaints from now on so that you have some data to work on within a month or so at least.
i. Prepare a check sheet to list the complaints, tally and summarize frequencies
ii. Draw a Pareto Diagram to array the complaints
iii. Select the top 3 complaints and for each prepare:
a. Cause and Effect (Fishbone) diagram – use the framework of the Fishbone to explain the possible causes for the arising problems for the each of the top three complaints with the team from the industry/office you work in.
b. Another Pareto Diagram by complaints by location or time or country (Drill Down Pareto)
iv. Write a narrative for each of the charts, tables or diagrams you have prepared.
v. Write a conclusion on your understanding of the analysis that you have performed.
iv. Prepare the Final Report (which includes all of the above) using a Business Report Structure.
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