PDCA cycle for customer support response time

This PDCA example turns a customer-support improvement goal into a repeatable learning loop. The Plan step records the baseline and target, so the team can judge the change against something concrete. The Do step limits the routing change to one team instead of treating an untested change as a permanent policy. In Check, response time is considered with reopened tickets, because a fast first reply is not useful if it creates more work later. Act then makes the decision explicit: standardize a working rule or change the pilot and begin the next cycle. The same structure works for queue management, knowledge-base improvements, or escalation handling.