Question

The Cause-and-Effect diagram (commonly known as the fishbone diagram) is a schematic technique often used to locate problems relating to quality. A bank has experienced a sudden increase in customer complaints. As the Operations Manager, construct the fishbone diagram to identify the nature of the customer complaints and then develop an action plan on how you would resolve these complaints

Answer 1

Action Plan

1.      Deploy new communication technologies to enhance communication between customers and the bank

2.      Provide training for customer care service on the emerging issues in the market

3.      Conduct routine customer experience survey

4.      Avoid unachievable promises to customers