A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list and count of the major complaints by week for the last month is as follows: Week 1 Error on bill 10 Room not ready at check-in 8 Room service delivery late 3 Long line at check-out 10 Week 2 Error on bill 12 Noise in hallway 2 Long line at check-out 5 Room dirty 10 Week 3 Not enough towels in room 5 Error on bill 7 Room service delivery late 6 Not enough close-up parking 2 Week 4 Room dirty 7 Error on bill 9 Room not ready at check-in 10 Long line at check-in 9 You have decided to use a few of the “Tools of Quality” to present your finding to hotel management. Prepare a report to management that includes the following: A check sheet of the complaints A Pareto chart Develop a Cause and Effect diagram (fishbone) for the most occurring complaint. Show possible causes of the major defect in each category. Identify the four branches of the diagram as follows: office staff, maintenance staff, hotel equipment, hotel technology Make a recommendation that will correct the major complaint All charts can be hand drawn

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list and count of the major complaints by week for the last month is as follows:

Week 1

Error on bill 10

Room not ready at check-in 8

Room service delivery late 3

Long line at check-out 10

Week 2

Error on bill 12

Noise in hallway 2

Long line at check-out 5

Room dirty 10

Week 3

Not enough towels in room 5

Error on bill 7

Room service delivery late 6

Not enough close-up parking 2

Week 4

Room dirty 7

Error on bill 9

Room not ready at check-in 10

Long line at check-in 9

You have decided to use a few of the “Tools of Quality” to present your finding to hotel management. Prepare a report to management that includes the following:

A check sheet of the complaints
A Pareto chart
Develop a Cause and Effect diagram (fishbone) for the most occurring complaint. Show possible causes of the major defect in each category. Identify the four branches of the diagram as follows: office staff, maintenance staff, hotel equipment, hotel technology

Make a recommendation that will correct the major complaint

All charts can be hand drawn

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