CONNECT F/OPERATIONS MGMT
14th Edition
ISBN: 9781264344963
Author: Stevenson
Publisher: INTER MCG
expand_more
expand_more
format_list_bulleted
Concept explainers
Question
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.
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solutionStudents have asked these similar questions
Problem 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?
Plastomer, Inc. specializes in the manufacture of high-grade plastic film used to wrap food products. Film is rejected and scrapped for a variety of reasons (e.g., opacity, high carbon content, incorrect thickness or gauge, scratches, and so on). During the past month, management collected data on the types of rejects and the amount of scrap generated by each type. The results are given in the following table. Compute percent of total amount for each type of failure to complete the table. (Enter your responses as percents rounded to one decimal place.)
LOADING...
Type of Failure
Amount of Scrap (lbs.)
Percent of Total Amount
1
Air bubbles
500
enter your response here%
2
Bubble breaks
25,500
enter your response here%
3
Carbon content
250
enter your response here%
4
Unevenness
3,680
enter your response here%
5
Thickness or…
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
CONNECT F/OPERATIONS MGMT
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
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
- Super metals manufacturing company very competitive metal products business. It employs over 2,000 people. Because of the similarity in the product design and the competitive prices with those of its competitors, it maintains it’s market share by emphasizing quality and service. About a year ago the company lost two of its customers who had been dissatisfied with excessive manufacturing defects. After studying the problem, the company decided that its basic engineering was sound but carelessness and lack of quality consciousness on the part of production workers, inspectors and manufacturing supervisors were the prime cause of the trouble. Accordingly, it introduced a quality control training program to solve the problem. The course was given after working hours from 7 to 9 pm each Thursday for 10 weeks. Employees were not paid any additional amounts to attend the class. Technically attendance was voluntary. However, management intimated that employees who attend sincerely would…arrow_forwardSuper metals manufacturing company very competitive metal products business. It employs over 2,000 people. Because of the similarity in the product design and the competitive prices with those of its competitors, it maintains it’s market share by emphasizing quality and service. About a year ago the company lost two of its customers who had been dissatisfied with excessive manufacturing defects. After studying the problem, the company decided that its basic engineering was sound but carelessness and lack of quality consciousness on the part of production workers, inspectors and manufacturing supervisors were the prime cause of the trouble. Accordingly, it introduced a quality control training program to solve the problem. The course was given after working hours from 7 to 9 pm each Thursday for 10 weeks. Employees were not paid any additional amounts to attend the class. Technically attendance was voluntary. However, management intimated that employees who attend sincerely would…arrow_forwardSuper metals manufacturing company very competitive metal products business. It employs over 2,000 people. Because of the similarity in the product design and the competitive prices with those of its competitors, it maintains it’s market share by emphasizing quality and service. About a year ago the company lost two of its customers who had been dissatisfied with excessive manufacturing defects. After studying the problem, the company decided that its basic engineering was sound but carelessness and lack of quality consciousness on the part of production workers, inspectors and manufacturing supervisors were the prime cause of the trouble. Accordingly, it introduced a quality control training program to solve the problem. The course was given after working hours from 7 to 9 pm each Thursday for 10 weeks. Employees were not paid any additional amounts to attend the class. Technically attendance was voluntary. However, management intimated that employees who attend sincerely would…arrow_forward
- Design a study to identify what might be the probable ultimate cause/s of the decline in sales. For looking at the different causes, consider the box and arrow diagram given. Note the following things about the box and arrow diagram: If the arrow’s head is towards a box, that means the variable in the box (where the arrow’s head is) affects the variable in the box from where the arrow originated. E.g “Revenue/Sales” is affected by the “Number of shoppers/customers”. The boxes in grey are the variables you as a firm/owner can directly expect to affect which can further affect other variables in the model. E.g. You can incorporate training programs to improve “customer service” perceptions and, ultimately “Sales”. There is a hierarchy of the variables such that we have started from the broadest ones in thetop and then went to the finer one. The motivation for the research group here is to design a study for the store. This study is to find out the customer’s current perception…arrow_forwardHow might the new Sheraton Service Promise process help Starwoodavoid the four costs of poor process performance and quality(prevention, appraisal, internal failure, and external failure)?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 Construct a Check Sheet for the above data?arrow_forward
- 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 1 Construct a Check Sheet for the above data.2 From your Check Sheet construct a Pareto Chart.arrow_forwardCASE STUDY CHURCH INFORMATION SYSTEM XYZ Church is a fast-growing church in Grand Rapids area. Over the past three years, since the popular Reverend Timothy Becker has taken over leadership of the congregation, the church has more than doubled in size. It now has approximately 400 registered households. Reverend John Howard has also recently been added as a second minister. Since the Church was rather small in the past, most of its records have been kept on paper forms. However, the Church’s Business Manager, Margie Roberts, has suggested to Reverend Becker that a computerized system might help the Church better meet its information needs and manage its activities. In addition to Ms. Roberts, the Church employs a part-time administrative assistant, Mabel McGregory. Mabel performs clerical duties such as filing, record keeping, answering phone calls, and typing the weekly church bulletin using WordPerfect for Windows on the Church’s only personal computer. A retiree, Leroy Stricty, is…arrow_forwardAn air-conditioning repair department manager has compiled data on the primary reason for 41 service calls for the previous week, as shown in the table. Required: Using the data, make a check sheet for the problem types for each customer type, and then construct a Pareto diagram for each type of customer. Which from among the reasons for 41 service calls should the repair department make more of their response and action. Why?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 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_forwardSchumacher & Company’s Distribution and Transportation Division, called SPI Services, has a short-haul household furniture delivery service. SPI’s labor force, selected from the local community college rugby team, is temporary and part-time. SPI is concerned with recent complaints, reported in the following table. a) Draw a Pareto chart to identify potential causes of complaints. b) Use a cause-and-effect diagram to identify potential causes of the most frequent (Note: For the cause-and-effect diagram, use the following major categories – Materials, Personnel, Equipment, Procedures, and Other.) Complaint Number Broken glass 19 Delivered to wrong address 9 Furniture rubbed together while on truck 15 Late delivery 21 Late arrival for pickup 17 Missing items 8 Nicks and scratches from rough handling 28 Soiled upholstery 10arrow_forwardCompany ABC is planning to introduce a new advanced model for their Juice Maker product. The process is mainly fabrication of parts followed by assembly of the final product. The design team of the company is assigned to perform the following tasks. Show how the data is obtained (survey, literature, actual from records). Justify any assumptions used in your analyses. Quality Management and Control 5. To apply the quality tools for the new model of the product including the following: a. Show involvement of employees in quality improvement using Deming Wheel. b. Show involvement of employees in quality improvement using Quality Circles.arrow_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 EducationOperations 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 LearningProduction 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.