Practical Management Science
Practical Management Science
6th Edition
ISBN: 9781337406659
Author: WINSTON, Wayne L.
Publisher: Cengage,
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Course: Operations Management

Hotel Complaints
A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list of the major complaints by week for the last month is as follows:
Complaint                                                      Number of Occurrences

Week 1
Error on bill                                                                        10
Room not ready at check-in                                                8
Room service delivery late                                                   3
Longline at check-out                                                        10

Week 2
Error on bill                                                                        12
Noise in hallway                                                                  2
Longline at check-out                                                        5
Room dirty                                                                         10

Week 3
Not enough towels in room                                               5
Error on bill                                                                         7
Room service delivery late                                                  6
Not enough close-up parking                                             2

Week 4
Room dirty                                                                          7
Error on bill                                                                         9
Room not ready at check-in                                              10
Longline at check-in                                                            9

You have decided to use a few of the “Tools of Quality” to present your finding to hotel management.

Task: Create A Pareto Chart

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