Perform a pareto analysis on the following

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Unformatted text preview: 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 as necessary 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 company—one that installs and repairs home central air and heating systems—has 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 overcharged—your 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 properly—the 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 more—work that I didn't authorize." 10. "Your mechanic is just changing parts—he doesn't have a clue what's really wrong." 11. "Your bill has only a total—I wanted to see detail billing." 12. "Your testing equipment isn't very new—are 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 (SPC), moderate) 5. Mistakes stemming from workers' inadequate training represent an assignable cause of variation. True (Statistical Process Control (SPC), easy) 6. Averages of small samples, not individual measurements, are generally used in statistical process control. True (Statistical Process Control (SPC), moderate) 7. The X-bar chart indicates that a gain or loss of uniformity has occurred in dispersion of a production process. False (Statistical Process Control (SPC), moderate) 8. The Central Limit Theorem states that when the sample size increases, the distribution of the sample means will approach the normal distribution. True (Statistical Process Control (SPC), moderate) 9. In statistical process control, the range often substitutes for the standard deviation. True (Statistical Process Control (SPC), moderate) 10. If the process average is in control, then the process range must also be in control. False (Statistical Process Control (SPC), moderate) 11. A process range chart illustrates the amount of variation within the samples. True (Statistical Process Control (SPC), moderate) 12. Mean charts and range charts complement one another, one detecting shifts in process average, the other detecting shifts in process dispersion. True (Statistical Process Control (SPC), moderate) 13. X-bar charts are used when we are sampling attributes. False (Sta...
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