A research and development team at a heavy equipment sales company
A research and development team at a heavy equipment sales company is conducting research regarding the development of services that can be implemented by the company for its customers. The development is based on complaints received by the company in the last 6 months. The company and its stakeholders agree that they will improve customer satisfaction by responding to customer complaints with a service that is reliable and of good quality. After analyzing survey information, the company decided to create Pareto chart to see which complaints that should be solved in order to improve customer satisfaction.
| Factor Influence User Experience | # Frequency/Week |
| Customer is on hold too long | 20 |
| Customer get wrong product specification | 75 |
| Sales representative cannot answer customer’s questions | 15 |
| Sales representative does not follow through as promised | 30 |
| Machinery guarantee is not clear for each product | 125 |
| Unclear machine specification | 150 |
Use excel to store the data, list most frequently customer complaint and create the Pareto Chart of that data. Based on the Pareto Chart explain your understanding of the chart and define your strategy on the services development plan in order to ensure project quality.
