1. Explain the use of charts to investigate the sources of process variation: Tom Sharkey isthe owner of Sharkey Chevy, Buick, GMC. At the start of the year, Tom instituted acustomer opinion program to find ways to improve service. The day after the service isperformed, Tom's administrative assistant calls the customer to find out whether theservice was performed satisfactorily and how the service might be improved. A summaryof the complaints for the first 6 months follows. Review the Pareto chart below. Howshould Tom prioritize the complaints to improve the quality of service?ComplaintProblem not correctedError on invoiceUnfriendly atmosphere12Price too high23Wait too long for service 10403020100Problem not correctedCount 38Percent42$Cum % 42Price high232567Frequency388Unfriendly121380101191Long wait89100Invoice errorT0.50.4-0.3T-0.20.101

Given data: Complaint Frequency Problem not corrected 38 Error on invoice 8 Unfriendly…

Answered: 1. Explain the use of charts to…

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

See similar textbooks

Similar questions

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…
San Angelo Manufacturing Company was concerned about a growing number of defective units being produced. At one time, the company had the percentage of defective units down to less than five per thousand, but recently rates of defects have been near, or even above, 1%. The company decided to graph its defects for the last 8 weeks (40 working days), beginning Monday, September 1 through Friday, October 24. The graph is as attached Identify two important trends evident in the quality-control chart. What might management of San Angelo do to deal with each trend?
Computer upgrade times (in minutes) are being evaluated. Samples of five observations each have been taken, and the results are as listed. Using factors from Table 10.3, determine upper and lower control limits for mean and range charts, and decide if the process is in control. SAMPLE 1 2 3 4 5 6 79.2 80.5 79.6 78.9 80.5 79.7 78.8 78.7 79.6 79.4 79.6 80.6 80.0 81.0 80.4 79.7 80.4 80.5 78.4 80.4 80.3 79.4 80.8 80.0 81.0 80.1 80.8 80.6 78.8 81.1
8.In contrast to Japanese approach of inspecting quality American approach is O a. Inspecting quality at final stage of production. O b. Inspecting quality at materials supply stage. O c. Quality inspection done through customer feedback. Od. Inspecting quality in - process.
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…
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.
In 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.
What would Philip Crosby say about the quality process
Four samples of three observations each have been taken, with actualmeasurements (in centimeters) shown below. Construct x bar and R charts, and determine ifthe production process is under control. Samples 1 2 3 4 12.3 11.9 12.0 12.1 12.2 12.2 12.2 11.8 12.1 12.2 11.8 11.8
For the past several years, Kent Corporation had achieved remarkable success in winning R&D contracts. The customers were pleased with the analytical capabilities of the R&D staff at Kent Corporation. Theoretical and experimental results were usually within 95 percent agreement. But many customers still felt that 95 percent was too low. They wanted 98–99 percent. In 1989, Kent updated their computer facility by purchasing a large computer. The increased performance with the new computer encouraged the R&D group to attempt to convert from two-dimensional to three dimensional solutions to their theoretical problems. Almost everyone except the director of R&D thought that this would give better comparison between experimental and theoretical data. Kent Corporation had tried to develop the computer program for three dimensional solutions with their own internal R&D programs, but the cost was too great. Finally, after a year of writing proposals, Kent Corporation…
Problem 10-24 (Algo) A shirt manufacturer buys cloth by the 100-yard roll from a supplier. For setting up a control chart to manage the irregularities (e.g., loose threads and tears), the following data were collected from a sample provided by the supplier. SAMPLE 1 2 3 4 5 6 7 8 9 10 IRREGULARITIES 3 4 2 4 6 5 6 5 4 3 Determine the c⎯⎯�¯ , Sc�� , UCL and LCL for a c -chart with z = 2. Note: Leave no cells blank. Round up any negative LCL value to “0”. Round your answers to 2 decimal places. Suppose the next five rolls from the supplier had four, four, two, two, and eight irregularities. Is the supplier process under control? multiple choice Yes No
Describe each of it uses and give 1 example each. Quality tools 1. Process flow chart2. Check sheet3. Histogram4. Pareto chart5. Cause – effect diagram 6. Scatter diagram7. Control Chart

SEE MORE QUESTIONS

Recommended textbooks for you

Practical Management Science

Operations Management

ISBN:

9781337406659

Author:

WINSTON, Wayne L.

Publisher:

Cengage,

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

Practical Management Science

Operations Management

ISBN:

9781337406659

Author:

WINSTON, Wayne L.

Publisher:

Cengage,

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

Business in Action

Operations Management

ISBN:

9780135198100

Author:

BOVEE

Publisher:

PEARSON CO

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.

SEE MORE TEXTBOOKS