Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Chapter 9, Problem 16CQ
Summary Introduction
To determine: The number of leaves in the event tree when the process has three activities.
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Cose 27: Housekeeping Guest Satafaction Scores 81
Case 27
Housekeeping
Guest Satisfaction Scores
Case Type:
Head Case
Main Subjects: Motivation, Rewards
• Shakia Andrews, Executive Housekerper
Who's Who:
hakia was desperate. The guest satisfaction scores for the Housekeeping department have
Sbeen extremely low for the past year. Though the Housekeeping management has been in
place for several years, nearly all of the guestroom attendants have been employed by the Royal
Hotel for less than two years. Shakia was ot sure what had caused the perceived level of service
and cleanliness to suffer.
1. Why are the guest servine scores for the Housekeeping department usually low?
2 Housekeeping managers often valize that probably the hardest part of their job is to moti-
vate their staff. Explain.
3. Where should Shakia begin to raise the guest satisfactions scores?
4. To maintain the comnitment of housekeepers, identify creative intrinsic' and extrinsic
rewards
Notes
Intrinsie rewards are…
Consider the following data that is relevant for this decision:
Year
Tea(L per person)
Coffee(L per person)
1994
42.4
95.85
1995
42.12
97.28
1996
47.61
87.62
1997
60.86
92.04
1998
55.58
99.21
1999
50.61
95.63
2000
49.89
97.42
2001
56.77
93.93
2002
62.53
95.67
2003
68.31
99.25
2004
69.88
101.31
2005
72.99
101.68
2006
71.36
104.02
2007
90.78
106.09
2008
74.7
105.8
2009
67.15
102.15
2010
67.03
101.15
2011
87.83
104.05
2012
93.4
102.7
2013
78.9
105.28
2014
111.32
106.3
2015
98.39
104.96
2016
105.25
103.57
Create scatter plots for Coffee vs. Year and Tea vs. Year and Coffee vs. Tea.
Create and record the lines of best fit for each and the correlation coefficient.
What is DFD leveling and fata process modeling?
Chapter 9 Solutions
Operations Management
Ch. 9 - Prob. 1CQCh. 9 - Prob. 2CQCh. 9 - Prob. 3CQCh. 9 - Prob. 4CQCh. 9 - Prob. 5CQCh. 9 - Prob. 6CQCh. 9 - Prob. 7CQCh. 9 - Prob. 8CQCh. 9 - Prob. 9CQCh. 9 - Prob. 10CQ
Ch. 9 - Prob. 11CQCh. 9 - Prob. 12CQCh. 9 - Prob. 13CQCh. 9 - Prob. 14CQCh. 9 - Prob. 15CQCh. 9 - Prob. 16CQCh. 9 - Prob. 17CQCh. 9 - Prob. 18CQCh. 9 - Prob. 1PACh. 9 - Prob. 2PACh. 9 - Prob. 3PACh. 9 - Prob. 4PACh. 9 - Prob. 5PACh. 9 - Prob. 6PACh. 9 - Prob. 7PACh. 9 - Prob. 8PACh. 9 - Prob. 9PACh. 9 - Prob. 10PACh. 9 - Prob. 11PACh. 9 - Prob. 12PACh. 9 - Prob. 1CCh. 9 - Prob. 2C
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