MBA 675 Week 3 HW

Chapter 2, Problems, #8 – this can be drawn by hand and faxed or scanned and submitted this way Prepare a flowchart of the field service division process at DEF, as described here. Start from the point wher dollar company that manufactured and distributed a wide variety of electronic, photographic, and reprograp Service Division employed 475 field service technicians, who performed maintenance and warranty repairs (NSC), which received about 3,000 calls per day. The NSC staffed its call center with about 40 call-takers. A takers, who entered information about the machine, the caller’s name, and the type of problem into DEF’s m the problem. However, call-takers were currently only able to avoid about 10 percent of the incoming emerg usually stated the following script: “Depending upon the availability of our technicians, you should expect to time based on the model number and the zone.) This information was given to the customer because man service call information on DEF’s computer system, which then sent the information electronically to the r dispatch centers with a total of about 20 dispatchers.) Service call information was printed on a small card a the dispatcher assigned to that customer location. The dispatcher placed each card on a magnetic board und for the service call, given the location of the machine, the current location of the tech, and the tech’s trainin dispatch center, cleared the call, and received a new call assigned by the dispatcher. After getting the service drove to the customer site, diagnosed the problem, repaired the machine if parts were available in the van, parts for a repair, the tech informed the NSC, and the part was express mailed

Step # Time (hr:min) Distance (ft) Operation Transport Inspect Delay Store 1 X 2 50 X 3 4:00 X 4 X 5 60 X 6 0:04 X 7 80 X 8 X 9 1:40 X 10 25 X 11 0:02 X 12 50 X 13 0:10 X 14 0:03 X Suggested Improvements: Implement a queing system that shows estimated wait times and updates customers Increase number of clerks and train all to process all types of taxes Create a better seating area and amenities in waiting areas to make the wait times mo Chapter 2, Problems, #15 – “abuse the license clerk” should not be considered and included as one of the process ope At the Department of Motor Vehicles (DMV), the process of getting license plates for your car begins w customers waiting for service. You notice that many customers become discouraged and leave. When a available clerk. If no one stands, several minutes are lost while the same number is called repeatedly. Even several minut After 4 hours, your number is called and checked by the uniformed person. You walk 60 feet to the clerk, a state personal property tax, 80 feet away. You take a different number and sit down with some different c property taxes in a process that takes 2 minutes. Now that you have paid taxes, you are eli The registration and license customers are called in the same order in which personal property taxes were the license clerk about the w Make a process chart using OM Explorer’s Proces Create an online system for processing licenese plate renewals, so customers can av anyway

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Chapter 2, Problems, #33 – answer only parts b) and c) C A Type of Failure # of rejections Culumative Percentage C C Low Copper Plating 26 26 52% B C Poor Electrolyte Coverage 12 38 76% C A Improper Lamination 6 44 88% D B Plating Separation 4 48 96% E C Improper Etching 2 50 100% C C 50 C A B C A A D A A C C C C D C A B C C C A C C E D C C C A A C B C A Equipment Personnel B C Lack of training Poor electrolyte coverage Quality con Improper etching At Conner Company, a custom manufacturer of printed circuit boards, the finished boards are subjected to for making a presentation to management on quality problems at the beginning of each month. Your assis has given you a summary statement listing the reference number of the circuit board and the reason for re A= Poor electrolyte coverage B= Improper Lamination C= Low copper plating D= Plating separatio For 50 circuit boards that had been rejected last month, the summary statement showed the following: C B C C D E C C B A D A C C C B C A C D C A C C B A C A C B C C A C A A C C D A C C C E C C A B A C b) Develop a Pareto chart to identify the more significant types of rejection. c) Examine the causes of the most significant type of defect, using a cause-and-effect diagram. Low copper platting L

ntrol o a final inspection prior to shipment to its customers. As Conner’s quality assurance, you are responsible stant has analyzed the reject memos for all the circuit boards that were rejected during the past month. He ejection from one of the following categories: on E= Improper Etching Defective Circuit Boards Low Copper Plat ng Poor Ele ct rolyte Coverage Impr oper Lami naton Plat ng Se paraton Improper Etchi ng 0 5 10 15 20 25 30 0% 20% 40% 60% 80% 100% 120% 26 12 6 4 2 52% 76% 88% 96% 100% Circut Board Rejecton Types # of rejectons Percentage

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Location Downtown Suburban 12000 8000 30000 25000 1.5 1 3.25 2.85 Expenses for Downtown: $ 57,000 Based on the data provided I would recommend Sam Hut Revenue for Downtown: $ 97,500 Downotown Profit: $ 40,500 Expenses for Suburban: $ 33,000 Revenue for Suburban: $ 71,250 Suburban Profit: $ 38,250 Chapter 13, Problems, #11 – consider the information presented in the problem and only this information Sam Hutchins is planning to operate a specialty bagel sandwich kiosk but is undecided about whether to locate in the downtown shopping plaza or in a suburban shopping mall. Based on the following data, which location would you recommend? Annual rent, including utilities Expected annual demand (sandwiches) Average variable costs per sandwich Average selling price per sandwich

Chapter 13, Problems, #22 In place of the Rent factor, use the following factor and corresponding values for each location: Operating cost with a factor weight = 25 Value for Location A: $1,000,000 Value for Location B: $600,000 Value for Location C: $200,000 Value for Location D: $400,000 Use the method that I presented in my video on the Factor Rating method Location Factor Factor Weight A B C D Operating Cost 25 1,000,000 600,000 200,000 400,000 Quality of Life 20 2 5 5 4 Schools 5 3 5 3 1 Proximity to work 10 5 3 4 3 Proximity to recreation 15 4 4 5 2 Neighborhood security 15 2 4 4 4 Utilities 10 4 2 3 5 Total 100 Updated w/ weighted avg. Location Factor Factor Weight A B C D Operating Cost 25 5 8 25 13 Quality of Life 20 40 100 100 80 Schools 5 15 25 15 5 Proximity to work 10 50 30 40 30 Proximity to recreation 15 60 60 75 30 Neighborhood security 15 30 60 60 60 Utilities 10 300 600 600 600 Total: 100 500 883 915 818 Wang Lei and Li Mei Cai are newlyweds trying to decide among several available rentals. Alternatives were 13.7. The criteria included rent, proximity to work and recreational opportunities, security, and other neighbo an apartment, B is a bungalow, C is a condo, and D is a downst Which location is indicated by the preference matrix? What qualitative

0.20 0.33 1.00 0.50 scored on a scale of 1 to 5 against weighted performance criteria, as shown in Table orhood characteristics associated with the couple’s values and lifestyle. Alternative A is tairs apartment in Li Mei’s parents’ home. factors might cause this preference to change? Location C, the Condo is indicated by the preference matrix. Qualitive factors that may cause this personal preferences, Wang and Li could change over time. Economic factors like changes in the increased rent costs. Also with a change in lifestyle, they may have kids later and there are other