Chapter 6, Problem 17P

a)

Summary Introduction

To determine: The percentage of those who surveyed found nothing they disliked.

b)

Summary Introduction

To draw: A Pareto chart.

Introduction:

Pareto chart:

Pareto chart is a type of chart that includes lines and bars graph, where individual values are signified in the decreasing order by bars, and the cumulative sum is signified by the line

c)

Summary Introduction

To draw: A fishbone diagram.

Introduction:

Fishbone diagram:

Fishbone diagam is graphical represesntation of categorizing the potentitial causes of problems to determin the root causes.  This diagram helps the workers to evade solutions that simply focuses on the symptoms of a larger issues.

d)

Summary Introduction

To determine: The two or three specific issues to tackle and improve customer service.