BUS4014 U4A1
docx
keyboard_arrow_up
School
Capella University *
*We aren’t endorsed by this school
Course
4014
Subject
Industrial Engineering
Date
Dec 6, 2023
Type
docx
Pages
2
Uploaded by brantlycorrigan
2. Describe three recent situations in which you were directly affected by poor product or
service quality.
Unfortunately, this is extremely easy to do these days and I will admit that there is nothing more
infuriating than paying hard earned money on a product or service that either fails or is not at the
standards that it should be.
A perfect example of this was actually last night on the phone. I was in need of 2 heaters for my
5
th
wheel camper and the closest store that had any was 45 minutes away. I called to verify that
the units that I needed were in stock and available. The first person that I talked to did not know
what I was talking about and did not want to find out. She was about to hang up when I had
asked if I could talk to the manager. She reluctantly agreed and about 10 minutes later the
manager came on and we started the same conversation. The manager ended up finding the
product that I needed; however, stated that she wasn’t sure if it was actually in the store. I asked
how that could be verified and her response was, “I mean, I guess I could walk over there and
look.” I asked her to please do that and 30 seconds later she stated that they were in fact in stock
and that they were in the isle right next to where she talking to me from. This type of customer
service is what causes customers to want to look elsewhere and unfortunately it has become the
norm for many employees recently.
An example of a product that I had been affected by was the most recent car lift that I had
purchased for myself. With the price of steel these days and the amount of lead time that is on
these products where I live (7-12months, I received mine in 9months), the purchases itself is a
little unnerving. After spending almost 20 thousand dollars 9 months ago, I need to start earning
that money back by utilizing the lift I had just purchased. As I begin unboxing the lift, I begin to
find welds that aren’t finished, airlines that were installed incorrectly, panels installed upside
down, and missing parts/pieces. This is just unacceptable after waiting so long for a product that
cost so much and had that much down time. I am in the process of getting everything remedied;
however, it is just more down time on a product that I needed to be using almost a year ago.
My final example involves a groom that I recently had done for my dog. Now, we are not picky
people by any means; however, I expect that when I pay for a certain service, that my requests at
least be acknowledged and complied with. My dog is a bit timid around the blow-style heaters
and cannot have his hair buzzed as it doesn’t grow like most normal dog hair. The lady that was
checking me in wrote everything down and even explained how it would all work and what they
would do in leu of the normal procedures. About 2 hours later I received a call from the
groomers stating that he was done but that he had trouble with the heater. I stated that I had told
the person who was checking me in that he doesn’t like that and that they were going to use a
different method, which obviously wasn’t the case. I immediately became worried and sure
enough picked up my dog who had all of his hair buzzed off. Needless to say, I was upset and
come to find out, the girl checking me in ended up leaving for the day and did not pass along any
of the information. My dog’s hair will be forever damaged and uneven and could have been
prevented extremely easily.
4. Describe a quality control chart and how it can be used. What are upper and lower
control limits? What does it mean if an observation falls outside the control limits?
A control chart visually displays examples of products or services that are charted across a
specified amount of time. The chart is then interpreted to determine if the process variation is
normal or pathological. Due to the fact that most items and services have some kind of variance,
the need to use this type of chart is almost mandatory to be precise. The process is said to be " in
control " if the fluctuation is typical and as a result, there is no need to make any changes to the
procedure. The process is thought to be "out of control " when the variation is abnormal and the
need to discover what is producing the variation, such as a defective machine or an
inexperienced person, becomes mandatory.
Control charts do not tell us how many defects are being produced by the process, but more of
whether it is likely that the process has changed through the different processes that are
introduced to it. If the process has changed or is out of control, then it is likely that defects are
present that need altering. A control chart is a graphic that includes a center line as well as higher
and lower control limits. In most cases, the maximum control limit is equal to the sample data
mean plus three standard deviations and in most cases, the lower control limit equals the mean
minus three standard deviations. The process is said to be out of control if an observation is
above the upper control limit or below the lower control limit. Due to the fact that the chart is
based on the normal distribution, 99.7 % of the plots will lie within three standard deviations of
the mean and because it is highly unlikely that a plot will fall outside three standards deviations
of the mean, the process is then likely to be out of control.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help