There are several tools and techniques featured in the textbook that are used for quality control in IT projects. A Pareto chart is a type of histogram that can be used to define quality problems in a system. It allows you to see what areas need improvement.

Create a Pareto chart based on the information below. First, create a spreadsheet in Excel using the data in the table or use the Pareto Chart template. List the most frequent customer problems first. Check your entries so your resulting chart looks like the one in Figure 8-7 in the textbook.

Customer Complaints; Frequency/Week

Customer is on hold too long; 90

Customer gets transferred to wrong area or cut off; 20

Service rep cannot answer customer’s questions; 120

Service rep does not follow through as promised; 40