2. A refrigeration and heating company, 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 is a recent sampling. 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 dida't tighten some of the fitings properly-the system's leaking" 8. "Your estimate of repair costs was WAY off" 9. "I called you to do an annual inspoction, but you've done more- work that I dida't authorize." 10. "Your mechanic is just changing parts-he doesn't have a clue what's really wrong." I1. "Your bill has only a total -I wanted to see detailed billing." 12. "Your testing equipment isn't very new- are you sure you've diagnosed the problem" 13. "One of the workers brought mud into my living room." Construct a conventional cause-and-effect diagram (4 or SM). Place each of the complaints onto a main cause.

Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
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2. A refrigeration and heating company, 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 is a recent sampling.
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 dida't tighten some of the fitings properly-the system's leaking"
8. "Your estimate of repair costs was WAY off"
9. "I called you to do an annual inspoction, but you've done more- work that I dida't
authorize."
10. "Your mechanic is just changing parts-he doesn't have a clue what's really wrong."
I1. "Your bill has only a total -I wanted to see detailed billing."
12. "Your testing equipment isn't very new- are you sure you've diagnosed the problem"
13. "One of the workers brought mud into my living room."
Construct a conventional cause-and-effect diagram (4 or SM). Place each of the complaints onto a
main cause.
Transcribed Image Text:2. A refrigeration and heating company, 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 is a recent sampling. 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 dida't tighten some of the fitings properly-the system's leaking" 8. "Your estimate of repair costs was WAY off" 9. "I called you to do an annual inspoction, but you've done more- work that I dida't authorize." 10. "Your mechanic is just changing parts-he doesn't have a clue what's really wrong." I1. "Your bill has only a total -I wanted to see detailed billing." 12. "Your testing equipment isn't very new- are you sure you've diagnosed the problem" 13. "One of the workers brought mud into my living room." Construct a conventional cause-and-effect diagram (4 or SM). Place each of the complaints onto a main cause.
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