OPERATIONS AND SUPPLY CHAIN MANAGEMENT
9th Edition
ISBN: 9781119448037
Author: Russell
Publisher: WILEY
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Question
Chapter 2, Problem 5.1ASC
Summary Introduction
Case summary:
JB Airways is the recipient of multiple awards in customer satisfaction and is listed on BB’s list of top 25 customer service organisations. JB believes its distinguishing feature is the customer feedback and satisfaction, which is the reason more travelers choose to use it. JB receives feedback via the following channels – direct feedback, customer surveys, ad hoc surveys, interviews, and online customer panels.
From its 15,000 members, it receives more than 40,000 survey responses every month. Although surveys provide structured information JB also receives over 500 emails each day, user comments on its website, social media, forums, blogs and other websites. This feedback is in an unstructured format and time-consuming and expensive to analyse individually.
To analyse this data, JB has implemented a “text analytics” software that extracts relevant data from all sources and provides the company with useful insights into customer satisfaction, loyalty and sentiment. The company also uses Voice of Customer (VoC) software to scan the web for conversations about its products, services and competitors.
To determine: What other tools do you think might be employed to get customer feedback?
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An automobile manufacturer plans to spend one billion dollars to improve the quality of a new model. The manufacturer expects the quality improvement program to eliminate the need for recall and reduce the costs for warranty repairs. The manufacturer’s experience has been, on average, 1.5 recalls for each new model at a cost of $300 per vehicle per recall.
The average cost per recall, if one is needed, is expected to increase by 10% for the new model. Costs for other warranty repairs are expected to decrease from $200 to $80 per unit. Sales of the new model were expected to be 500,000 units without the quality-improvement program. The firm believes that the proposed, well-advertised quality program expected to cost an additional $50 million will increase total sales to 650,000 units. The gross profit per unit on the new model sold is $5,000.
Required:
Would you recommend the proposed quality-improvement program? Please show all your computations to support your answer.
Chapter 2 Solutions
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Ch. 2 - Prob. 2.1ASCCh. 2 - Prob. 3.1ASCCh. 2 - Prob. 4.1ASCCh. 2 - Prob. 5.1ASCCh. 2 - Prob. 6.1ASCCh. 2 - Prob. 7.1ASCCh. 2 - Prob. 8.1ASCCh. 2 - Prob. 9.1ASCCh. 2 - Prob. 10.1ASCCh. 2 - Prob. 11.1ASC
Ch. 2 - Prob. 13.1ASCCh. 2 - Prob. 1QCh. 2 - Prob. 2QCh. 2 - Prob. 3QCh. 2 - Prob. 4QCh. 2 - Prob. 5QCh. 2 - Prob. 6QCh. 2 - Prob. 8QCh. 2 - Prob. 9QCh. 2 - Prob. 10QCh. 2 - Prob. 12QCh. 2 - Prob. 13QCh. 2 - Prob. 14QCh. 2 - Prob. 15QCh. 2 - Prob. 17QCh. 2 - Prob. 21QCh. 2 - Prob. 22QCh. 2 - Prob. 23QCh. 2 - Prob. 24QCh. 2 - Prob. 25QCh. 2 - Prob. 26QCh. 2 - Prob. 27QCh. 2 - Prob. 28QCh. 2 - Prob. 29QCh. 2 - Prob. 30QCh. 2 - Most students live in a dormitory or apartment...Ch. 2 - Prob. 32QCh. 2 - Describe, in general, how the J.D. Power Circle...Ch. 2 - Select a product that you own (like a cell phone,...Ch. 2 - Prob. 35QCh. 2 - Prob. 36QCh. 2 - Prob. 37QCh. 2 - Prob. 38QCh. 2 - Prob. 39QCh. 2 - Prob. 40QCh. 2 - Prob. 41QCh. 2 - Prob. 42QCh. 2 - Prob. 43QCh. 2 - Prob. 44QCh. 2 - Prob. 45QCh. 2 - Prob. 47QCh. 2 - Prob. 48QCh. 2 - Prob. 49QCh. 2 - Prob. 50QCh. 2 - Prob. 51QCh. 2 - Prob. 55QCh. 2 - Prob. 56QCh. 2 - Prob. 57QCh. 2 - Prob. 60QCh. 2 - Prob. 61QCh. 2 - Prob. 67QCh. 2 - Prob. 68QCh. 2 - Prob. 1PCh. 2 - The Backwoods American company in Problem 2-1...Ch. 2 - Prob. 3PCh. 2 - In Problem 2-3, if the direct manufacturing cost...Ch. 2 - Prob. 5PCh. 2 - The Colonial House Furniture Company manufactures...Ch. 2 - Prob. 8PCh. 2 - Prob. 9PCh. 2 - Prob. 10PCh. 2 - Prob. 11PCh. 2 - Prob. 12PCh. 2 - Prob. 14PCh. 2 - Prob. 1.1CPCh. 2 - Prob. 2.1CPCh. 2 - Prob. 3.1CPCh. 2 - Prob. 3.3CPCh. 2 - Prob. 3.4CPCh. 2 - Prob. 3.5CPCh. 2 - Prob. 3.6CPCh. 2 - Prob. 3.7CPCh. 2 - Prob. 3.8CPCh. 2 - Prob. 4.1CP
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