ITPEC IP April 2021 Question 62
In service level management concerning the degree of customer satisfaction with a service desk, which of the following is an action that falls under the “A” of the PDCA cycle?
Explanation
Improvement measures for the factors behind a missed target — Act is the step that acts on what Check found.
Applied to customer satisfaction with the service desk, the four steps of PDCA are:
- •Plan — define how satisfaction is measured and the target value
- •Do — survey satisfaction as planned
- •Check — analyse the gap between the measured value and the target
- •Act — take improvement measures on the causes of the shortfall, then plan the next cycle
Answer (d)
Why not others:
- •(a) — carrying out the planned survey is Do
- •(b) — setting the measurement method and the target value is Plan
- •(c) — analysing the variance between measured and target values is Check; it finds the causes but does not yet act on them
Key rule: Check measures and analyses the result against the target; Act changes something because of that analysis, which is why only Act leads into the next Plan.
Service Management · AI-written, may contain errors
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