IPA IP 2022 Question 31
A question IPA Japan published in 令和4年度 ITパスポート試験 公開問題 問31, translated into English. ITPEC is based on the same exams.
Same question on ITPEC: Apr 2025 Q71
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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This question comes from the past questions IPA Japan publishes, translated into English by ITPEC Practice. ITPEC Practice is an independent study tool and is not affiliated with IPA or ITPEC. See the original paper (PDF) or Report an issue.