Principles of Operations Management: Sustainability and Supply Chain Management, Student Value Edition (10th Edition)
10th Edition
ISBN: 9780134183954
Author: HEIZER
Publisher: PEARSON
expand_more
expand_more
format_list_bulleted
Concept explainers
Videos
Textbook Question
Chapter 6, Problem 1P
An avant-garde clothing manufacturer runs a series of high-profile, risqué ads on a billboard on Highway 101 and regularly collects protest calls from people who are offended by them. The company has no idea how many people in total ice the ads, but it has been collecting statistics on the number of phone calls from irate viewers:
a) Depict this data with a Pareto chart. Also depict the cumulative complaint line.
b) What percent of the total complaints can be attributed to the most prevalent complaint?
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solution
Students have asked these similar questions
An avant-garde clothing manufacturer runs a series ofhigh-profile, risque ads on a billboard on Highway I 01 and regularlycollects protest calls from people who are offended by them.The company has no idea how many people in total see the ads,but it has been collecting stat istics on the number of phone callsfrom irate viewers: a) Depict this data with a Pa reto chart. Also depict the cumulative complaint line.b) What percentage of the total complain ts can be attributed to the most prevalent complaint?
15-In customer data gathering one of the following is not referred to as a soft data?
a.Phone contacts .
B.Measurement data
C.Focus group .
d Survey results .
TO DO: Prepare a check sheet to analyze the data below from customer complaints, then prepare a list of recommendations that will address these complaints.
Case:
Tip Top Markets is a regional chain of supermarkets located in the southeastern United States. Karen Martin, manager of one of the stores, was disturbed by the large number of complaints from customers at her store, particularly on Tuesdays, so she obtained complaint records from the store’s customer service desk for the last nine Tuesdays.
June 1
out of orange yogurt
produce not fresh
bread stale
lemon yogurt past sell date
checkout lines too long
couldn’t find rice
overcharged
milk past sell date
double charged
stock clerk rude
meat smelled strange
cashier not friendly
charged for item not purchased
out of maple walnut ice cream
couldn’t find the sponges
something green in meat
meat tasted strange
didn’t like music
store too cold
checkout lines…
Chapter 6 Solutions
Principles of Operations Management: Sustainability and Supply Chain Management, Student Value Edition (10th Edition)
Ch. 6.S - Prob. 1DQCh. 6.S - Define in statistical control.Ch. 6.S - Prob. 3DQCh. 6.S - Prob. 4DQCh. 6.S - Prob. 5DQCh. 6.S - Prob. 6DQCh. 6.S - Prob. 7DQCh. 6.S - Prob. 8DQCh. 6.S - Prob. 9DQCh. 6.S - Prob. 10DQ
Ch. 6.S - Prob. 11DQCh. 6.S - Prob. 12DQCh. 6.S - Prob. 13DQCh. 6.S - Prob. 14DQCh. 6.S - Prob. 15DQCh. 6.S - Prob. 16DQCh. 6.S - Prob. 17DQCh. 6.S - Prob. 18DQCh. 6.S - Prob. 19DQCh. 6.S - Prob. 1PCh. 6.S - Prob. 2PCh. 6.S - Prob. 3PCh. 6.S - Prob. 4PCh. 6.S - Prob. 5PCh. 6.S - Prob. 6PCh. 6.S - Prob. 7PCh. 6.S - Prob. 8PCh. 6.S - Prob. 9PCh. 6.S - Prob. 10PCh. 6.S - Prob. 11PCh. 6.S - Prob. 12PCh. 6.S - Prob. 13PCh. 6.S - Prob. 14PCh. 6.S - Prob. 15PCh. 6.S - Prob. 16PCh. 6.S - Prob. 17PCh. 6.S - Prob. 18PCh. 6.S - Prob. 19PCh. 6.S - Prob. 20PCh. 6.S - Prob. 21PCh. 6.S - Prob. 22PCh. 6.S - Prob. 23PCh. 6.S - Prob. 24PCh. 6.S - Prob. 25PCh. 6.S - Prob. 26PCh. 6.S - Prob. 27PCh. 6.S - Prob. 40PCh. 6.S - Prob. 41PCh. 6.S - Prob. 42PCh. 6.S - Prob. 43PCh. 6.S - Prob. 44PCh. 6.S - Prob. 45PCh. 6.S - Prob. 51PCh. 6.S - Prob. 52PCh. 6.S - Prob. 53PCh. 6.S - Prob. 54PCh. 6.S - Prob. 55PCh. 6.S - Prob. 1CSCh. 6.S - Prob. 2CSCh. 6.S - Prob. 1.1VCCh. 6.S - Prob. 1.2VCCh. 6.S - Prob. 1.3VCCh. 6.S - Prob. 2.1VCCh. 6.S - Select two potential problems-one in the Darden...Ch. 6.S - Prob. 2.3VCCh. 6.S - Prob. 2.4VCCh. 6 - Prob. 1EDCh. 6 - Prob. 1DQCh. 6 - Prob. 2DQCh. 6 - Prob. 3DQCh. 6 - Prob. 4DQCh. 6 - Prob. 5DQCh. 6 - Prob. 6DQCh. 6 - Prob. 7DQCh. 6 - Prob. 8DQCh. 6 - Prob. 9DQCh. 6 - Prob. 10DQCh. 6 - Prob. 11DQCh. 6 - Prob. 12DQCh. 6 - Prob. 13DQCh. 6 - Prob. 14DQCh. 6 - Prob. 15DQCh. 6 - Prob. 16DQCh. 6 - Prob. 17DQCh. 6 - Prob. 18DQCh. 6 - An avant-garde clothing manufacturer runs a series...Ch. 6 - Prob. 2PCh. 6 - Prob. 3PCh. 6 - Prob. 4PCh. 6 - Kathleen McFaddens restaurant in Boston has...Ch. 6 - Prob. 6PCh. 6 - Prob. 7PCh. 6 - Prob. 8PCh. 6 - Prob. 9PCh. 6 - Prob. 10PCh. 6 - Prob. 11PCh. 6 - Prob. 12PCh. 6 - Prob. 13PCh. 6 - Prob. 14PCh. 6 - Prob. 15PCh. 6 - Prob. 16PCh. 6 - Prob. 17PCh. 6 - Prob. 1CSCh. 6 - Prob. 2CSCh. 6 - Prob. 3CSCh. 6 - Prob. 1.1VCCh. 6 - Prob. 1.2VCCh. 6 - Prob. 1.3VCCh. 6 - Prob. 1.4VCCh. 6 - Prob. 2.1VCCh. 6 - Prob. 2.2VCCh. 6 - Prob. 2.3VCCh. 6 - Prob. 2.4VCCh. 6 - Prob. 3.1VCCh. 6 - Prob. 3.2VCCh. 6 - Prob. 3.3VCCh. 6 - Prob. 3.4VCCh. 6 - Prob. 3.5VC
Knowledge Booster
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- Consider the illustration below. a/Briefly design a short section of a survey questionnaire , with only three questions, to identify the most important attributes when customers are choosing a coffee shop and how they would rank the importance of the attributes. b/ explain how you would analyse and interpret the data for the three questions designed.arrow_forwardYour organization has a long history as a top-level research program in health sciences. Research is of the organization's two main objectives, and is of equal importance with its public education program. After the recent departure of a top researcher, leadership grew concerned that research output would diminish. Accordingly, management has introduced a new metric as part of a control strategy associated with research output. Other metrics and evaluation criteria still remain in place. The new metric is designed to ensure that the number of research studies completed remains high. The metric is tied to incentive compensation, meaning more studies completed will result in higher compensation. Which of the following potential outcomes is the MOST critical and foreseeable concern, given the context of the incentive? A. The number of studies completed will not respond to the incentive. B. The quality of completed studies will diminish. C. Researchers will depart, given the…arrow_forwardPlease no written by hand solutions In a recent commercial, a weight-loss company featured testimonials touting their “miracle shake” nutritional supplement. Satisfied Customer Time (days) Weight loss (kg) Sarah, from Toronto 30 11 Zack, from New York 45 16 Eli, from Detroit 90 36 Yvette, from Montreal 10 4.5 Lynn, from San Diego 30 8.5 Kulwinder, from Vancouver 60 20 The commercial claims that the miracle shake will provide guaranteed weight loss. a) Use this data to determine the correlation between time on the diet and weight loss (either the Spearman's Rank Coefficient, or the PPMCC, but state which you are calculating. You are welcome to use a spreadsheet). b) Does the correlation imply that the miracle shakes cause weight loss? Identify any possible outliers.arrow_forward
- Analyse the issues described below using root cause analysis techniques. A travel agency has recently lost several medium-sized and large corporate customers due to complaints about poor customer service. The management team of the travel agency decided to appoint a team of analysts to address this problem. The team gathered data by conducting interviews and surveys with current and past corporate customers and gathering customer feedback data that the travel agency has recorded over time. About 2% of customers complained about errors made in their bookings. On one occasion, a customer requested a change to a flight booking. The travel agent wrote an e-mail to the customer suggesting that the change had been made and attached a modified travel itinerary. However, it later turned out that the flight reservation system had not confirmed the modified booking. As a result, the customer was not allowed to board the flight, leading to a series of severe inconveniences for the customer.…arrow_forwardCost-of-Quality (COQ) Reporting; Spreadsheet Application Carrie Lee, the president of LeeEnterprises, was concerned about the results of her company’s new quality control efforts. “Maybethe emphasis we’ve placed on upgrading our quality control system will pay off in the long run, butit doesn’t seem to be helping us much right now. I thought improved quality would give a real boostto sales, but sales have remained flat at about $10,000,000 for the last 2 years.”Lee Enterprises has seen its market share decline in recent years because of increased foreigncompetition. An intensive effort to strengthen the quality control system was initiated a year ago (onJanuary 1, 2020) in the hope that better quality would strengthen the company’s competitive position and reduce warranty and servicing costs. The following costs (in thousands) relate to qualityand quality control over the last 2 years:[LO 17-5, 17-7]2019 2020Warranty repairs $420 $140Rework labor 140 200Supplies used in testing 4…arrow_forwardProblem statement: A patient feels that he/she has received false laboratory report. Can you Draw a neat legible diagram wherre you will explain the concept of fishbone diagram and provide necessary justification for your response?arrow_forward
- Last year, the manager of the service department at EastWoods Ford instituted a customer opinion program to findout how to improve service. One week after service on a ve-hicle was performed, an assistant would call the customer tofind out whether the work had been done satisfactorily andhow service could be improved. After one year of gatheringdata, the assistant discovered that the complaints could begrouped into the following five categories:a. Use OM Explorer to draw a bar chart and a Pareto chart toidentify the significant service problems.b. Categorize the following causes of complaints into acause-and-effect diagram: tools, scheduling, defectiveparts, training, billing system, performance measures,diagnostic equipment, and communications.arrow_forwardBoston Electric Generators has been getting manycomplaints from its major customer, Home Station, about thequality of its shipments of home generators. Daniel Shimshak,the plant manager, is alarmed that a customer is providing himwith the only information the company has on shipment quality.He decides to collect information on defective shipments througha form he has asked his drivers to complete on arrival at customers'stores. The forms for the first 279 shipments have been turnedin. They show the following over the past 8 weeks: Even though Daniel increased his capacity by adding more workersto his normal contingent of 30, he knew that for many weekshe exceeded his regular output of 30 shipments per week. Areview of his turnover over the past 8 weeks shows the following: a) Develop a scatter diagram using total number of shipmentsand…arrow_forwardA restaurant manager tracks complaints from the diner satisfaction cards that are turned in at each table. The data collected from the past week's diners appear in the following table. Complaint Frequency Food taste 27 Food temperature 9 Order mistake 5 Slow service 19 Table/utensils dirty 47 Too expensive 9 Using a classic Pareto analysis, what top categories comprise 80% of the total complaints? Part 2 A. Food taste, Food temperature, Order mistake, Slow service, Too expensive B. Table/utensils dirty, Food taste, Slow service C. Table/utensils dirty D. Food taste, Food temperature, Order mistake, Slow service, Table/utensils dirtyarrow_forward
- Instruction: Prepare a check sheet to analyze the data below from customer complaints, then prepare a list of recommendations that will address these complaints. Case: Tip Top Markets Tip Top Markets is a regional chain of supermarkets located in the southeastern United States. Karen Martin, manager of one of the stores, was disturbed by the large number of complaints from customers at her store, particularly on Tuesdays, so she obtained complaint records from the store’s customer service desk for the last nine Tuesdays. June 1 out of orange yogurt produce not fresh bread stale lemon yogurt past sell date checkout lines too long couldn’t find rice overcharged milk past sell date double charged stock clerk rude meat smelled strange cashier not friendly charged for item not purchased out of maple walnut ice cream couldn’t find the sponges something green in meat meat tasted strange didn’t like music store too cold…arrow_forwardIn customer-relationship management, a complaint is a. A Process recovery b. A way of customer interaction with financial teams c. Indication of customer dissatisfaction. d. Away of ignorance of quality.arrow_forwardI need help picking 6 quality standards or measures used in the healthcare industry. to complete this chart Quality Standards Table Quality Standard Number Quality-Reporting Standard Source Description of the Standard How the Standard Drives Quality Improvement in Health Care 1 2 3 4 5 6 Referencesarrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
Practical Management ScienceOperations ManagementISBN:9781337406659Author:WINSTON, Wayne L.Publisher:Cengage,
Operations ManagementOperations ManagementISBN:9781259667473Author:William J StevensonPublisher:McGraw-Hill Education
Operations and Supply Chain Management (Mcgraw-hi...Operations ManagementISBN:9781259666100Author:F. Robert Jacobs, Richard B ChasePublisher:McGraw-Hill Education
Purchasing and Supply Chain ManagementOperations ManagementISBN:9781285869681Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. PattersonPublisher:Cengage Learning
Production and Operations Analysis, Seventh Editi...Operations ManagementISBN:9781478623069Author:Steven Nahmias, Tava Lennon OlsenPublisher:Waveland Press, Inc.
Practical Management Science
Operations Management
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:Cengage,
Operations Management
Operations Management
ISBN:9781259667473
Author:William J Stevenson
Publisher:McGraw-Hill Education
Operations and Supply Chain Management (Mcgraw-hi...
Operations Management
ISBN:9781259666100
Author:F. Robert Jacobs, Richard B Chase
Publisher:McGraw-Hill Education
Purchasing and Supply Chain Management
Operations Management
ISBN:9781285869681
Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:Cengage Learning
Production and Operations Analysis, Seventh Editi...
Operations Management
ISBN:9781478623069
Author:Steven Nahmias, Tava Lennon Olsen
Publisher:Waveland Press, Inc.
Introduction to Forecasting; Author: Ekeeda;https://www.youtube.com/watch?v=5eIbVXrJL7k;License: Standard YouTube License, CC-BY