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staff 2 Room ndly not clean 3 Room not ready at check-in 33 No towels at pool 4 No blanket for pull-out sofa 3 Pool water too cold 16 Breakfast of poor quality 23 Elevator too slow or not working 7 Took too long to register 3 Bill incorrect Total 100 Solution 100 100 Percent 120 80 60 50 40 33 20 23 16 7 0 6 0 an le tc no m oo ct R ld rre co co in o ll to ch Bi er at at w dy ol ea Po tr llno pu m or oo tf R ke an f bl af o st N g ly re nd to rie nf ng U u lo o rq to oo ok fp To to or as kf ow sl ea o Br to or ol at po ev at El s el w to o N (Tools of TQM, moderate) {AACSB: Analytic Skills} 122 111. Perform a Pareto analysis on the following information: Reason for unsatisfying check-out at store Frequency 27 Unfriendly cashier 4 Incorrect change 9 Cashier too slow 34 Price check 2 Poorly bagged merchandise 3 Slow receiving check approval Solution Percent 100 80 100 60 40 50 34 27 20 9 0 0 Price check Cashier too slow Unfriendly cashier Slow receiving check Incorrect change Poorly bagged mercha (Tools of TQM, moderate) {AACSB: Analytic Skills} 112. Construct a cause-and-effect diagram showing why a student might be dissatisfied with the cafeteria. Solution: (Note that answers may vary considerably) (Tools of TQM, Moderate) {AACSB: Analytic Skills} 123 113. Pretend that you have just come from a relative's wedding reception. It didn't turn out as well as it should have, and the bride's parents are pretty mad at how things turned out. Use the supplied template to construct a conventional cause-and-effect diagram. Identify twelve sources of defects for the issue "dissatisfied customer of wedding reception caterer." (Your dozen need not be exactly three per main cause, but should be a balanced treatment.) Categorize each cause onto a main cause. Provide brief support for each of your choices Solution: Individual responses may vary considerably; some of the variation in responses comes from differing views of what is the caterer's realm of responsibility, compared to what might be assigned to a wedding planner instead. Material: not enough plates, glassware, utensils; prepared wrong dish; food was cold; ran out of food; food was "bad." Machinery: air conditioning/heating was broken; room was dirty; room too small; furniture poorly arranged; wedding "props" ugly or shopworn. Method: not on time; overcharged; not enough workers. Manpower: wait staff not properly attired; wait staff not speedy; wait staff not courteous. Responses should comment necessary as to show why a fault lies on a certain main branch; as an example, "cold food" might be interpreted as Method, not Material. (Tools of TQM, moderate) {AACSB: Analytic Skills} 124 114. A refrigeration and heating companyone that installs and repairs home central air and heating systemshas asked your advice on how to analyze their service quality. They have logged customer complaints. Here's a recent sampling. Use the supplied template to construct a conventional cause-and-effect diagram. Place each of the complaints onto a main cause; justify your choice with a brief comment as necessary. 1. "I was overchargedyour labor rates are too high." 2. "The repairman left trash where he was working." 3. "You weren't here when you said you would be. You should call when you must be late." 4. "Your repairman smoked in my house." 5. "The part you installed is not as good as the factory original." 6. "Your repairman was here for over two hours, but he wasn't taking his work seriously." 7. "You didn't tighten some of the fittings properlythe system's leaking." 8. "Your estimate of repair costs was WAY off." 9. "I called you to do an annual inspection, but you've done morework that I didn't authorize." 10. "Your mechanic is just changing partshe doesn't have a clue what's really wrong." 11. "Your bill has only a totalI wanted to see detail billing." 12. "Your testing equipment isn't very neware you sure you've diagnosed the problem?" 13. "One of the workmen tracked mud into my living room." Solution: Individual responses may vary. A typical set of responses might be Material: item 5. Method: items 1, 3, 8, 9, 11. Machinery: item 12; Manpower: items 2, 4, 6, 7, 10, 13. Items 8 and 11 could be manpower or method. (Tools of TQM, moderate) {AACSB: Analytic Skills} 125 SUPPLEMENT 6: STATISTICAL PROCESS CONTROL TRUE/FALSE 1. Some degree of variability is present in almost all processes. True (Statistical Process Control (SPC), easy) 2. The purpose of process control is to detect when natural causes of variation are present. False (Statistical Process Control (SPC), moderate) 3. A normal distribution is generally described by its two parameters: the mean and the range. False (Statistical Process Control (SPC), easy) 4. A process is said to be in statistical control when assignable causes are the only sources of variation. False (Statistical Process Control ... View Full Document

ISDS3115_Heizer_Questionbank

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