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Perform a Pareto analysis on the following - ISDS - 3115

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ISDS3115_Heizer_Questionbank

Perform a pareto analysis on the following

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Unformatted text preview: ution:Number of Defects12Defect count108defects6420012345678Hour of workshiftThere is fairly convincing evidence that there are more defects in the first and last shift hoursthan at other times. (Tools of TQM, moderate) {AACSB: Analytic Skills}121110. Perform a Pareto analysis on the following information:Reason for unsatisfying stay at hotel Frequency6Unfriendly staff2Room not clean3Room not ready at check-in33No towels at pool4No blanket for pull-out sofa3Pool water too cold16Breakfast of poor quality23Elevator too slow or not working7Took too long to register3Bill incorrectTotal100Solution100100Percent12080605040332023167060anletcnomooctRldrrecocoinolltochBieratatwdyoleaPotrllnopumorootfRkeanfblafostNglyrendtorienfngUuloorqtooookfpTotooraskfowsleaoBrtoorolatpoevatElselwtooN(Tools of TQM, moderate) {AACSB: Analytic Skills}122111. Perform a Pareto analysis on the following information:Reason for unsatisfying check-out at store Frequency27Unfriendly cashier4Incorrect change9Cashier too slow34Price check2Poorly bagged merchandise3Slow receiving check approvalSolutionPercent10080100604050342720900Price checkCashier too slowUnfriendly cashierSlow receiving checkIncorrect changePoorly bagged mercha(Tools of TQM, moderate) {AACSB: Analytic Skills}112. Construct a cause-and-effect diagram showing why a student might be dissatisfied with thecafeteria.Solution: (Note that answers may vary considerably)(Tools of TQM, Moderate) {AACSB: Analytic Skills}123113. Pretend that you have just come from a relative's wedding reception. It didn't turn out as well as itshould have, and the bride's parents are pretty mad at how things turned out. Use the suppliedtemplate to construct a conventional cause-and-effect diagram. Identify twelve sources of defectsfor the issue "dissatisfied customer of wedding reception caterer." (Your dozen need not be exactlythree per main cause, but should be a balanced treatment.) Categorize each cause onto a maincause. Provide brief support for each of your choicesSolution: Individual responses may vary considerably; some of the variation in responsescomes from differing views of what is the caterer's realm of responsibility, compared to whatmight 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 poorlyarranged; wedding "props" ugly or shopworn. Method: not on time; overcharged; notenough workers. Manpower: wait staff not properly attired; wait staff not speedy; wait staffnot courteous. Responses should comment as necessary to show why a fault lies on a certainmain branch; as an example, "cold food" might be interpreted as Method, not Material.(Tools of TQM, moderate) {AACSB: Analytic Skills}124114. A refrigeration and heating companyone that installs and repairs home central air and heatingsystemshas asked your advice on how to analyze their service quality. They have loggedcustomer complaints. Here's a recent sampling. Use the supplied template to construct aconventional cause-and-effect diagram. Place each of the complaints onto a main cause; justifyyour 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: item5. Method: items 1, 3, 8, 9, 11. Machinery: item 12; Manpower: items 2, 4, 6, 7, 10, 13. Items 8and 11 could be manpower or method. (Tools of TQM, moderate) {AACSB: Analytic Skills}125SUPPLEMENT 6: STATISTICAL PROCESS CONTROLTRUE/FALSE1.Some degree of variability is present in almost all processes.True (Statistical Process Control (SPC), easy)2....
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