EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Question
Chapter 15, Problem 11PA
Summary Introduction
Interpretation: ParetoDiagram needs to be plotted based on the given data.
Concept Introduction:The Pareto Diagram is based on Pareto Principle which states that 80% of the problems can be eliminated by solving only 20% of the problems.
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Students have asked these similar questions
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.
Analysis of customer complaints at an e-commerce retailer revealed the following:
Billing errors:
Shipping errors:
Electronic charge errors:
Shipping delays:
Packing errors:
1,420
821
611
2,828
1,896
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
Shipping delays
Packing errors
Billing errors
Shipping errors
Electronic charge errors
Amount
2,828
1,896
1,420
821
611
Percent of Total
%
%
%
%
%
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.
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- Create a cause-and-effect diagram (fishbone diagram) to identify the potential rootcause(s) of patrons' dissatisfaction with the services of an airline.arrow_forwardConstruct a check sheet and pareto chart for your organisationarrow_forwardThe 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.arrow_forward
- The manager of Perrotti’s Pizza collects data concerning customer complaints about pizza delivery. Either the pizza arrives late, or the wrong pizza is delivered. Problem Frequency Topping is stuck to box lid 17 Pizza arrives late 35 Wrong topping or combination 9 Wrong style of crust 6 Wrong size 4 Pizza is partially eaten 3 Pizza never arrives 6 a. Use a Pareto chart to identify the “vital few” delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures.b. The manager of Perrotti’s Pizza is attempting to understand the root causes of late pizza delivery and has asked each driver to keep a log of specific difficulties that create late deliveries. After one week, the logs included the following entries:delivery vehicle broke down, couldn’t make it across town to deliver second pizza in time, couldn’t deliver four pizzas to four different customers in time, kitchen was late in producing order, got…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_forwardEvaluate the relationship between the housekeeping department and other departments in the hotel to provide effective quality accommodation servicesarrow_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_forwardExplain how poor quality of goods and services is an indicator of an inadequate control system.arrow_forwardWith the aid of diagram, discuss ergonomics and its impacts on an employee as well as on the business organization. Propose a brief ergonomic policy for an organization that has contracted you as a consultantarrow_forward
- 3. Describe the concept of the internal customer and its relevance from a quality perspective.arrow_forwardDefine reliability and validity and explain how they affect the evaluation of a measure.arrow_forwardHow could a customer survey card be used to monitor the performance of hotel desk clerks?arrow_forward
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