Analyze the following data set using a control chart. Answer:

Question

Options

• AProvide better procedures for customer service personnel
• BRestrict access to customer data
• CHave supervisors available to answer more questions
• DUtilize employee involvement

• A
  11% (6)
• B
  4% (2)
• C
  5% (3)
• D
  80% (44)

Explanation

Utilizing employee involvement (D) is correct because control charts reveal whether variation is systemic - and when a process is statistically stable but underperforming, the root cause lies in the system itself, not individual behavior. The people closest to the work (frontline employees) have the deepest insight into process inefficiencies, making their involvement essential to meaningful improvement. This aligns with core TQM and continuous improvement principles, where employee empowerment drives sustainable change rather than top-down mandates.

Why the distractors fail:

• A (Better procedures) - Imposing new procedures from above doesn't address root causes; it assumes management already knows the solution.
• B (Restrict data access) - This is a security measure unrelated to process improvement and would likely worsen service quality.
• C (More supervisors available) - Adding supervisory oversight is a band-aid that treats symptoms, not the underlying process variation.

Memory tip: Think "control chart = system problem, system problem = fix the system, fix the system = involve the people in the system." If the chart shows the process is stable but broken, you need the people doing the work - not more rules or oversight - to fix it.

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