Use Pareto before adding another crew
Build and interpret a Pareto chart from water utility complaint categories.
May generated 1,240 customer calls. Leaders are considering adding two agents, but the call categories have not been ranked. Pareto chart: categorize, count, sort, cumulate, choose the vital few The common trap is to staff to total volume before asking which process is creating the volume. That can permanently fund avoidable demand. Categories Group calls into estimated bills, payment plans, start/stop service, water quality, outage updates, and other. A Pareto chart is only as useful as its categories. Use categories that point to a process owner. Counts Estimated bills: 533. Payment plans: 223. Start/stop: 174. Water quality: 112. Outage updates:…
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