ESQI: Where is the Mathematical Basis?

[JGATZ]

Anyone who has ever taken a good statistics course knows that calling only 30 random customers out the thousands you take care of in a month is a terrible sample size. I seem to remember numbers greater than 120 to be the fairly reliable from one of my old statistics textbooks. Anything less than this produces unreliable results. Thus, whoever ERAC has contracted to conduct ESQI calls is producing data that is statistically as thin as Calista Flockhart's waistline. Believe or not, there are even mathematical reasons to show that ESQI is useless.

I once brought this up to a couple of managers, and they stated that ERAC should be able to call just a few customers from each branch to get a real feel for the level of customer service the branch was providing.

"Why should we call more customers when almost every one of our customers should be completely satisfied?"

This further illustrates my point that ERAC management does not have a clue.

Originally Posted by JGATZ

Anyone who has ever taken a good statistics course knows that calling only 30 random customers out the thousands you take care of in a month is a terrible sample size. I seem to remember numbers greater than 120 to be the fairly reliable from one of my old statistics textbooks. Anything less than this produces unreliable results. Thus, whoever ERAC has contracted to conduct ESQI calls is producing data that is statistically as thin as Calista Flockhart's waistline. Believe or not, there are even mathematical reasons to show that ESQI is useless.

I once brought this up to a couple of managers, and they stated that ERAC should be able to call just a few customers from each branch to get a real feel for the level of customer service the branch was providing.

"Why should we call more customers when almost every one of our customers should be completely satisfied?"

This further illustrates my point that ERAC management does not have a clue.

How much brain power does it take to rent a car? Forget all of the B.S. they tell you, it's simply renting cars. Analytical thinkers need not apply, this job is more sales than smarts.

I really hate to break it to you, but it isn't even sales. It is sad to see how many of the MTs run around actually believing they are good at sales because they sold waiver and made the matrix. The reality is that your neighborhood often times dictates how well you sell waiver. Not the person. Even the area managers can't actually sell.