Mr. Roy, newly appointed as 'Head-Service quality' of TS Ltd., has been asked to address the following complaints from customers. He would start solving issues using Pareto Analysis (80/20 Rule) in the first quarter. Complaint Categories No. of Complaints Customer Service 218 Overcharging/Wrong Billing 372 Non-posting of payments to account 97 Transfer of connections 21 Faults in Line 436 Connection Installations 65 Late attending of complaints 246 Activation of wrong plans 135 Substantiate with relevant figures whether the complaint 'Activation of wrong plans'

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