Yakkatech Corp.

Question 1

What sympthom(s) in this case suggest that something has gone wrong?

Answer

1) Client’s problems are almost handle by different person each time even the issue is sent to

the same department. If the client experiences the same problem again even few days later, the

issue will be solved by available employee at that time.

By right, it should not be a problem for Yakka Tech to assign a job in a specific workplace

to different person provided the person is competent to execute the job. However, it looks

like there is no channel of communication between personnel in the department to address

repetitive issue at a specific workplace. Supposedly, they need to pay attention if the

recurrence problem happen as it is clear indication that the root cause have not been

solved yet. Probably, they should conduct Root Cause Analysis (RCA) to solve the issue

or engage specialist in the company.

2) Increasing customer complaints regarding poor quality service.

Although the number of Yakka Tech’s customer service persons has nearly doubled, the

customer complaints keep increasing and below the expectation. Most probably due to

new staff recruited that are not trained properly. In addition, the staff of Yakka Tech are

trained to be expert in the functional specialization only. Sometimes, the problems need

somebody that can understand the whole system to solve the problem. This is proved

when several clients complained that they are continually educating Yakka Tech’s

employees about the details of their unique IT system infrastructure. No dedicated

customer service person at specific area also contribute to this problem. Each time,

customer need to explain on their system to different person.

3) Employee quit rates in the contact centres had risen above the industry average.

This is very serious indication the company need to do something in order to maintain

their experienced workers. It’ll take time to train new employees plus the lower

productivity of new employees....