System Thinking Quiz

The answer is "No" because low average handling time does not always equal effectiveness. While a low average handling time may indicate efficiency in handling tasks, it does not necessarily mean that the tasks are being completed accurately or effectively. Effectiveness is determined by the quality of the outcome and the ability to meet the desired goals or objectives, rather than just the speed at which tasks are completed.

The correct answer is "Quality over Quantity." This means that it is more important to focus on providing a high level of quality in our work rather than just focusing on the number of tasks or calls we handle. By prioritizing quality, we can ensure that each call is handled effectively and efficiently, leading to better customer satisfaction and ultimately serving our purpose in delivering excellent service.

The correct answer suggests that when receiving an email about 100 calls in the queue, the best approach is to focus on the customer's needs, accurately address their demands, and leave appropriate notes. This implies that providing quality customer service and ensuring customer satisfaction is a priority. Leaving notes can also be helpful for future reference and to ensure that any outstanding issues are properly documented and addressed.

This answer suggests that the specific number of preventable contacts is not important. What matters is understanding the reasons behind the number and making necessary adjustments based on that understanding.

The correct answer suggests that the main focus should be on doing the right thing, and if that is done, the desired results or numbers will automatically follow. This implies that instead of solely focusing on achieving certain numbers or targets, the emphasis should be on making ethical and responsible decisions, as this will ultimately lead to success.

The correct answer is "As long as it takes to ensure the call is dealt with first time." This answer implies that the focus should be on resolving the customer's issue during the first call, rather than rushing to finish the call quickly. It prioritizes providing quality customer service and ensuring that the customer's needs are fully addressed, even if it takes longer than expected.

Efficiency refers to doing things in the most optimal and productive way, while effectiveness refers to achieving the desired outcome or goal. In this context, the statement suggests that it is more important to prioritize doing things in an optimal and productive manner rather than focusing on achieving the desired outcome. However, this contradicts the general understanding that effectiveness is more important than efficiency, as achieving the desired outcome should be the ultimate goal. Therefore, the correct answer is False.

Tesco Bank does not impose targets on their CSRs to prevent them from being encouraged into engaging in bad behaviors. By not setting targets, the bank avoids creating a competitive environment where CSRs may resort to unethical practices to meet their goals. This approach promotes a more customer-centric approach, where CSRs can focus on providing quality service rather than meeting sales targets.

A failure call refers to a situation where a customer makes a call after their expectations were not fully managed in a previous interaction. This means that the customer had certain expectations that were not met or addressed adequately, leading them to reach out again to address their concerns or dissatisfaction. It indicates a failure in managing customer expectations and requires further attention to resolve any issues or address any unmet needs.

The given question asks why customers call the company. However, none of the options provided in the question are valid reasons for customers to call. Therefore, the correct answer is "None of the above."

W. Edwards Deming is most associated with systems thinking. Deming was an American engineer, statistician, and management consultant known for his work in quality management. He developed the concept of the System of Profound Knowledge, which emphasizes the understanding of organizations as systems and the interconnectedness of various components within them. Deming's ideas revolutionized the field of quality management and had a significant impact on the Japanese manufacturing industry, leading to their economic success.

The purpose statement emphasizes delivering efficient customer service and meeting customer's needs as the main outputs. This means that the company strives to provide a high level of customer satisfaction by getting it right the first time and having extensive knowledge of their products and processes.

ACW (after call work) refers to the time spent by a call center agent after completing a call to wrap up any necessary tasks related to that call. The correct answer suggests that the duration of ACW should be as long as it takes to complete all the required tasks accurately and efficiently, without exceeding the necessary time. This emphasizes the importance of getting the work done correctly the first time, while also highlighting the need to avoid unnecessary delays or additional time spent on ACW.

Productivity refers to the efficiency and effectiveness with which tasks are accomplished. "Getting it right first time" implies that the individual is able to complete a task accurately and successfully without the need for revisions or corrections. This indicates a high level of productivity as it minimizes the time and effort required to complete the task. It suggests that the individual has a good understanding of the task requirements and is able to execute it flawlessly, resulting in optimal use of resources and maximizing output.

The correct answer is 95% System 5% Individual. This suggests that the primary factor driving performance is the system in place, such as the processes, procedures, and resources available. While individual effort does play a role, it is a smaller factor compared to the overall system. This implies that having an effective and efficient system is crucial for achieving high performance.

By logging the complaint as resolved on charter, the business can track and analyze the types of complaints they receive. This information can be used to identify patterns or recurring issues, allowing the company to make improvements and prevent similar complaints in the future. Additionally, logging the complaint as resolved demonstrates that the business takes customer concerns seriously and is committed to addressing them.

The correct answer options for selling more addons include identifying customers' needs through questioning and listening, matching the customers' needs with the relevant FELB, and offering addons at every appropriate opportunity. These strategies involve understanding the customers' requirements, providing relevant solutions, and actively promoting addons when it is suitable. By implementing these approaches, the chances of selling more addons can be increased.

The purpose statement mentions two inputs: "Product and process knowledge" and "No one tries harder". These inputs contribute to delivering efficient customer service and meeting customer's needs.