ITPEC IP April 2025 Question 71
In order to improve the customer service level of a call center, the complaints received from customers concerning the response of the call center are classified and tabulated. Which of the following is a chart suitable for displaying the number of complaints in a bar chart and the cumulative percentage in a line chart, in descending order of complaints, for determining the priority of improvement?
Explanation
Pareto chart — bars for each complaint type in descending order, with a cumulative-percentage line, show which few types to fix first.
A Pareto chart sorts the categories from the most frequent to the least and draws each as a bar; a line plots the cumulative percentage of the total. A few categories usually account for most of the complaints (the 80/20 pattern), so the categories on the left, where the line climbs steeply, are the ones to improve first. The same chart is used for ABC analysis.
Answer (d)
Why not others:
- •(a) PERT chart — an arrow diagram of project activities and their dependencies, used to find the critical path and plan a schedule
- •(b) Control chart — plots a process measurement over time between upper and lower control limits to show whether the process is stable
- •(c) Cause and effect diagram — the fishbone diagram arranges the possible causes of one problem; it shows no counts or percentages
Key rule: A Pareto chart ranks problems (what to fix first), a cause and effect diagram explores why one problem happens, and a control chart watches a process over time.
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