Question

Of Deming's, pick two that you believe the T-Mobile case study exemplifies. Explain the two points you chose in general terms by defining them and explaining why they are relevant to quality management in customer service, generally (These paragraphs should explain these ideas to someone who does not have the theoretical knowledge you possess - you are the expert here)

Answer 1

The T-Mobile case study exemplifies two of Deming's 14 Points of Management - centralize decision-making and ensure constant improvement. These points are relevant to quality management in customer service.

Step-by-step explanation:

Of Deming's 14 Points of Management, two that I believe the T-Mobile case study exemplifies are:

1. Centralize decision-making: This point emphasizes the importance of having a clear and centralized decision-making process. In the T-Mobile case study, the lunch-hour manager took responsibility for resolving customer complaints and finding solutions. By listening to customer feedback and collaborating with customer service clerks, the manager was able to address the issue of confusing line-ups quickly and effectively.
2. Ensure constant improvement: This point focuses on continuously improving processes and systems. In the case study, the action taken to address the issue of confusing line-ups resulted in improved efficiency and customer satisfaction. The absence of customer complaints during subsequent high traffic periods indicates that the improvement was sustained over time.

Both of these points are relevant to quality management in customer service as they emphasize the importance of effective decision-making and continuous improvement to meet customer needs and expectations.