Analysis of customer complaints at an e-commerce retailer revealed the following:   Billing errors: 1,531 Shipping errors: 940 Electronic charge errors: 691 Shipping delays: 2,989 Packing errors: 1,758   The data has been sorted for your convenience. Calculate the percent of total complaints for each category of errors. Round your answers to two decimal places.   Name Amount Percent of Total Shipping delays 2,989  % Packing errors 1,758  % Billing errors 1,531  % Shipping errors 940  % Electronic charge errors 691  %   Use the Excel Pareto template to construct a Pareto chart and choose the correct Pareto diagram. The correct Pareto diagram is  ___.                     __________________ account for the majority of customer complaints. If two of these root causes are fixed, ____________  of customer complaints will be solved.

The typical cost-of-quality (COQ) report for a manufacturing company consists of four categories: (1) prevention costs, (2) appraisal costs, (3) internal failure costs, and (4) external failure costs. Discuss what should be included in a COQ report for a service organization/company. Your discussion should include at least three elements/factors within each category. Provide detailed justifications and reasons for the factors selected.

Because of the poor quality of its cars, Hyundai watched its U.S. sales drop from 264,000 cars to 90,000 cars in just two years.  Hyundai cars ranked 26th out of 35 car brands in terms of initial car quality as measured by the influential J.D. Power Initial Car Quality survey.  With $6.6 million in debt, a $1 billion investment for a new manufacturing plant in Alabama, and the company’s first-ever loss, Hyundai’s new chairman, Chung Mong Koo, declared that improving quality was the only way to fix the company.The challenge for Chung was to get his managers to put quality, and not costs, first.  So he sent a visible, meaningful message that poor quality would no longer be tolerated.  During one plant visit, Chung demanded to see under the hood of a car on the production line.  He was furious when he saw loose wires, tangled hoses, bolts painted four different colors - tremendous deviation from what the engine compartment was supposed to look like. On the spot, he instructed the plant…

The following table lists all costs of quality incurred by Sam's Surf Shop last year. Annual inspection costs Annual cost of scrap materials Annual rework cost $ 247,000 456,000 204,679 626,000 1,886,000 664,000 Annual cost of quality training Annual warranty cost Annual testing cost What was Sam's appraisal cost for quality last year? Appraisal cost