A surge in phone calls creates a response-time issue. Which QI tool is best for analyzing this?

In the case of analyzing a surge in phone calls that creates a response-time issue, the most effective tool is the Pareto chart. This quality improvement tool helps identify and prioritize problems based on their impact, guiding teams in focusing their efforts on the most significant causes of issues.

A Pareto chart visually represents the frequency or impact of problems in a descending order, based on the principle that a small number of causes are often responsible for the majority of problems (known as the 80/20 rule). By using a Pareto chart, an organization can quickly determine which specific call types or time periods are contributing most to the response-time issues. This allows management to address the most critical factors first, potentially leading to more effective and efficient solutions.

The other tools listed serve different purposes. A scatter diagram helps in establishing relationships between two variables but may not directly pinpoint the most significant issues. A run chart tracks data points over time, which can be useful for observing trends, but it does not provide the prioritization of problems like the Pareto chart. A control chart is used to monitor process stability over time and identify variations but does not directly identify which issues need immediate attention.

Thus, the Pareto chart is the best choice for analyzing the surge in phone