Complaint Frequency Unfriendly atmosphere Long wait for service Price too high 17 20 Incorrect bill 8 Needed to returnm to correct problem 50 Total 100
Last year, the manager of the service department at East
Woods Ford instituted a customer opinion program to find
out how to improve service. One week after service on a ve-
hicle was performed, an assistant would call the customer to
find out whether the work had been done satisfactorily and
how service could be improved. After one year of gathering
data, the assistant discovered that the complaints could be
grouped into the following five categories:a. Use OM Explorer to draw a bar chart and a Pareto chart to
identify the significant service problems.
b. Categorize the following causes of complaints into a
cause-and-effect diagram: tools,
parts, training, billing system, performance measures,
diagnostic equipment, and communications.
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