Operations Management
14th Edition
ISBN: 9781260238891
Author: Stevenson
Publisher: MCG
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Chapter 9, Problem 2P
Summary Introduction
To determine: Check sheet and Pareto diagram for the given information.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered obeys the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
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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.…
The Operations Manager of supermarket has received the following customer complaints for a 4-week period:Nature of complaintNumber of complaintsGoods out of stock53Cashiers rude38Incorrect prices on display75No trolleys available20No hand sanitizer15
Construct a Check Sheet for the above data?
The manager of Perrotti’s Pizza collects data concerning customer complaints about delivery. Using the data in the table below, Draw a Pareto chart to identify potential causes of complaints.
Chapter 9 Solutions
Operations Management
Ch. 9 - Prob. 1DRQCh. 9 - Prob. 2DRQCh. 9 - Prob. 3DRQCh. 9 - Prob. 4DRQCh. 9 - Prob. 5DRQCh. 9 - Prob. 6DRQCh. 9 - Prob. 7DRQCh. 9 - Prob. 8DRQCh. 9 - Prob. 9DRQCh. 9 - Prob. 10DRQ
Ch. 9 - Prob. 11DRQCh. 9 - Prob. 12DRQCh. 9 - Prob. 13DRQCh. 9 - List the steps of problem solving.Ch. 9 - Prob. 15DRQCh. 9 - Prob. 16DRQCh. 9 - Prob. 17DRQCh. 9 - What trade-offs are involved in deciding on...Ch. 9 - Prob. 2TSCh. 9 - Prob. 3TSCh. 9 - Prob. 1CTECh. 9 - Prob. 2CTECh. 9 - Prob. 3CTECh. 9 - Prob. 4CTECh. 9 - Make a check sheet and then a Pareto diagram for...Ch. 9 - Prob. 2PCh. 9 - Prob. 3PCh. 9 - Prob. 4PCh. 9 - Prob. 5PCh. 9 - Prob. 6PCh. 9 - Prob. 7PCh. 9 - Prepare a scatter diagram for each of these data...Ch. 9 - Prepare a flowchart that describes going to the...Ch. 9 - Prob. 10PCh. 9 - The county sheriffs department responded to an...Ch. 9 - Prob. 12PCh. 9 - Prob. 1.1CQCh. 9 - Prob. 2.1CQ
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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
- 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 vehicle 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_forwardThe Operations Manager of supermarket has received the following customer complaints for a 4-week period:Nature of complaintNumber of complaintsGoods out of stock53Cashiers rude38Incorrect prices on display75No trolleys available20No hand sanitizer15 1 Construct a Check Sheet for the above data.2 From your Check Sheet construct a Pareto Chart.arrow_forward3. Describe the concept of the internal customer and its relevance from a quality perspective.arrow_forward
- The county sheriff’s department responded to an unusually large number of vehicular accidents along aquarter-mile stretch of highway in recent months. Prepare a cause-and-effect diagram for this problem.arrow_forward4) Because a telephone customer service center has experienced several problems, it has begun to analyze the data from customer complaints. The first step was to construct the following table. Use this data to build a Pareto chart to help identify the "vital few" problems. Process Failure Total Failures Person not available Incorrect information given Phone line busy Long delay Phone tree confusing People unfriendly 12 39 20 17 DFocus earrow_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
- There are many Total Quality Management (TQM) tools and techniques that can help organization to identify, to analysis and assess data that relevant to their business. Provide ONE (1) TQM tool that is suitable to define the correlation between two variables. Then, explain in detail the characteristics of the chosen tool. b. Describe in detail the steps required in the construction of a Cause-and-Effect Diagram.arrow_forwardThe American Society for Quality (ASQ) defines quality as "the totality of features and characteristics of a product or service that bear on its ability to satisfy given needs". a) Comment on this definition - is there anything you would add or change to improve it? b) Describe two statistical tools or quantitative methods that might be employed to quantify an organization's ability to meet customer expectations, Be sure to include an explanation of how, specifically, each tool or method enables the accurate assessment of organizational output (product or service).arrow_forwardPrepare a cause-and-effect diagram to analyze why a machine has produced a large run of defective parts.arrow_forward
- Customer Manufacturing Group (2010) Using Business Process Improvement Teams to Increase Customer Satisfaction and Improve Performance. A Customer Manufacturing Group Case Study [Online]. Available at: http://www.customermfg.com/wpfiles/csbpi.pdf (Links to an external site.) Question The case study from the Customer Manufacturing Group (2010) outlines the business process improvement that was undertaken within a company. Discuss what this case study demonstrates about how business process improvement should be taken within companies.arrow_forwardIn response to intensive foreign competition, the management of Florex Company has attempted over the past year to improve the quality of its products. A statistical process control system has been installed and other steps have been taken to decrease the amount of warranty and other field costs, which have been trending upward over the past several years. Costs relating to quality and quality control over the last two years are given below: Costs (in thousands) Last Year This Year Inspection $ 720 $ 909 Quality engineering $ 450 $ 765 Depreciation of test equipment $ 675 $ 270 Rework labor $ 1,080 $ 1,530 Statistical process control $ 0 $ 225 Cost of field servicing $ 1,350 $ 1,260 Supplies used in testing $ 45 $ 81 Systems development $ 720 $ 900 Warranty repairs $ 3,780 $ 1,620 Net cost of scrap $ 630 $ 1,170 Product testing $ 900 $ 1,800 Product recalls $ 3,150 $ 900 Disposal of defective products $ 810 $ 1,080 Sales have been flat over the…arrow_forwardA quality control scheme is in operation for a process producing ball-bearings. Samples of 6 bearings are taken every hour and bearing diameters are measured. The mean diameter delivers is 2 cm with standard deviation of 0.002 cm. To bearing diameter specification is within the range of 1.998cm to 2.002cm. a. Calculate the process capability for the ball bearings production process . b. Suggest two proposal to improve the process capability. c. What value of standard deviation will deliver a six sigma process ?arrow_forward
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