Concept explainers
The Shuler Motor Mile is a high-volume discount car dealership that stocks several different makes of cars. It also has a large service department. The dealership telephones six randomly selected customers each week and conducts a survey to determine their satisfaction with the service they received. Each survey results in a customer satisfaction score based on a 100-point scale, where 100 is perfect (and what the dealership ultimately aspires to). Following are the survey results for three months:
- a. Develop an x-chart to be used in conjunction with an R-chart using 3σ limits to monitor the level of customer satisfaction at the dealership and indicate if customer satisfaction is being accomplished on a continuing basis.
- b. The dealership would like to achieve an average customer satisfaction score of 95 (±3); is the service department capable of this?
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