The Situation:

The Southern Telecom Internet Service provider company is an Australian firm. It is the largest internet service company in the region. They have a big part of the internet market in Australia and New Zealand. Mr. George McCain is the director. The sector is very competitive right now and the market share that Southern had last year is 50 percent smaller this year. The two major competitors are LinkNet and the Australian start up Connect. They all offer the same products and services.

Southern Telecom Statistics:
Product: Internet, television, and phone services.
Head office: Perth Australia
Employees: 5,000
Market share: 65 percent in 2006 and 45 percent in 2007.

The Market:
According to the market surveys the biggest reason for the loss of customers is technical support. The fastest growing part of the market is the 60 year old and up sector which needs the most technical help. Market studies show the competition offers better support and they have a better help desk. When people need customer support the help desk provides better solutions.

To analyze the situation, and to find a solution for the problem, the management is working on a questionnaire that it wants all tech support people to complete. The results will be used this to analyze the problem. The objective is to identify the weaknesses in the support being offered by Southern to its customers

Here is a copy of the questionnaire that was completed by one of the help desk technicians.
1. Do you work in technical support?
Yes, I work at the help desk.
2. Do you work with clients directly?
No, I don't. I work at second level support.
3. Does your supervisor help when you ask?
No, he does not.
4. Does your computer help you answer questions when you do not know them?
Yes, it does help.
5. Do you answer all of the questions from the clients?
No, I don't. Sometimes the questions are too difficult.