EBK PRINCIPLES OF OPERATIONS MANAGEMENT
11th Edition
ISBN: 9780135175859
Author: Munson
Publisher: VST
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Chapter 17, Problem 7P
Summary Introduction
To determine: The reliability.
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A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list and count of the major complaints by week for the last month is as follows:
Week 1
Error on bill 10
Room not ready at check-in 8
Room service delivery late 3
Long line at check-out 10
Week 2
Error on bill 12
Noise in hallway 2
Long line at check-out 5
Room dirty 10
Week 3
Not enough towels in room 5
Error on bill 7
Room service delivery late 6
Not enough close-up parking 2
Week 4
Room dirty 7
Error on bill 9
Room not ready at check-in 10
Long line at check-in 9
You have decided to use a few of the “Tools of Quality” to present your finding to hotel management. Prepare a report to management that includes the…
Chapter 17 Solutions
EBK PRINCIPLES OF OPERATIONS MANAGEMENT
Ch. 17 - Prob. 1EDCh. 17 - Prob. 1DQCh. 17 - Prob. 2DQCh. 17 - Prob. 3DQCh. 17 - Prob. 4DQCh. 17 - What is the trade-off between operator-performed...Ch. 17 - Prob. 6DQCh. 17 - Prob. 7DQCh. 17 - Prob. 8DQCh. 17 - Prob. 9DQ
Ch. 17 - Prob. 10DQCh. 17 - Prob. 1PCh. 17 - Prob. 2PCh. 17 - Prob. 3PCh. 17 - Prob. 4PCh. 17 - Prob. 5PCh. 17 - Prob. 6PCh. 17 - Prob. 7PCh. 17 - Prob. 8PCh. 17 - Prob. 9PCh. 17 - What is the reliability of the system shown?Ch. 17 - Prob. 11PCh. 17 - Prob. 12PCh. 17 - Rick Wing, salesperson for Wave Soldering Systems,...Ch. 17 - Prob. 14PCh. 17 - Prob. 15PCh. 17 - Prob. 16PCh. 17 - Prob. 17PCh. 17 - What are the expected number of yearly breakdowns...Ch. 17 - Prob. 19PCh. 17 - Prob. 20PCh. 17 - Prob. 21PCh. 17 - Prob. 22PCh. 17 - Prob. 1VCCh. 17 - Prob. 2VCCh. 17 - Prob. 3VC
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- Describe the concept of Mean Time Between Failures (MTBF) and its significance in system reliability assessment.arrow_forwardWhy is quality assurance required?arrow_forwardCase study Training at Hailey’s Construction Shobana, Hailey’s Construction, Sales Manager, read the memo she has just received from Kavelan , the Training Manager, and said to herself,” No way! I’m not going to let Kavelan get away with this. Last month, hhe insisted that 15 of the salespeople spend three days on a course on Quality Control conducted by a trainer. I had my hesitations, but I sent them anyway. On their return, they grumbled constantly about what a bore it was and how their time had been wasted because the content was totally irrelevant to their jobs. Now Kavelan wants another 10 participants. Well, he can just find them somewhere else!” Question 2 Elaborate what should the Training Manager do to ensure that the managers of every department willingly send their staff for the training programmes. include example alsoarrow_forward
- Case Study Training at Hailey’s Construction Shobana, Hailey’s Construction, Sales Manager, read the memo she has just received from Kavelan , the Training Manager, and said to herself,” No way! I’m not going to let Kavelan get away with this. Last month, hhe insisted that 15 of the salespeople spend three days on a course on Quality Control conducted by a trainer. I had my hesitations, but I sent them anyway. On their return, they grumbled constantly about what a bore it was and how their time had been wasted because the content was totally irrelevant to their jobs. Now Kavelan wants another 10 participants. Well, he can just find them somewhere else!” Question 1 Describe the mistakes Hailey’s Construction Training Manager madearrow_forwardCourse: Quality Engineering How to explain all of the ISO 9000 in a structured way.arrow_forwardHow can international standards like ISO 22301 be leveraged in the development and implementation of an effective continuity plan? What are the key requirements of ISO 22301 certification, and how does it benefit organizations?arrow_forward
- Example of assessment report and receiving report of equipment.arrow_forwardCASE STUDY : IMPRESS HOTEL Sabrina Rullian has just taken over as personnel director at the IMPRESS Hotel Group, a major international five star hotel business that has hotels in the UK, Europe and South East Asia, and the UAE. The headquarters are in North London, Middlesex. Sabrina’s task in previous hotels in which she has worked involved setting up systems and standard operating procedures and then producing a quality manual so all employees knew” what to do, how to do it and when to do it”. As part of her approach she would update the standard operating procedure on an annual basis. She was also involved in working directly with the Customer Service Training Department to provide coached scripts, encourage teamwork and allocate roles and responsibilities amongst staff. Sabrina, had personally trained senior hotel managers in leadership and motivation. The IMPRESS Hotel Group, (IHG) she realised was going to be very different. SOME BACKGROUND HISTORY: The IHG Chairperson/CEO was…arrow_forwardExplain the concept of a safety-critical system. Provide examples of safety-critical systems and discuss the challenges involved in their development and certification.arrow_forward
- Q: You purchased from your friend a specific model of a machine to do a specific job that this model cannot do, your friend did not explain what the capabilities of the purchased model are. You also never asked your friend before the purchase. Which type of the three mistakes, that we covered, this scenario can be classified under? Explain the other two and support your explanation with examples.arrow_forwardDescribe the concepts of inline quality control or in-process quality control. It is required to describe how Computer Aided Inspections (CAI) and Reverse Engineering (RE) can be used for inline quality control or in-process quality control.arrow_forwardExplain the concept of Mean Time Between Failures (MTBF) and its significance in system reliability.arrow_forward
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