b) Critically evaluate the effectiveness of using the Pareto Chart technique in satisfying customers.
b) Critically evaluate the effectiveness of using the Pareto Chart technique in satisfying customers.
Chapter13: Services Marketing
Section: Chapter Questions
Problem 5DYMP
Related questions
Question
Answer Part B only!!!
![Suppose you are a quality manager of a hotel with a host of problems that need
resolving. Your objective is to increase overall customer satisfaction. For the first
action you are provided a list of customer feedback the hotel has received in three
months. In the table below, the second column shows the reasons for unsatisfying
stay by the guests, and the third column shows the total number of complaints.
No. Reasons for unsatisfying stay at hotel Frequency
Unfriendly staff
1
40
Room not clean
7
Room not ready at check-in
No towels at pool
No blanket for pull-out sofa
3
10
4
14
Pool water too cold
11
Breakfast of poor quality
Elevator too slow or not working
Took too long to register
7
54
8
60
9.
5
10
Bill incorrect
4
Total
210
a) Perform an analysis on the collected information to identify possible solutions that
you should prioritise as there aren't sufficient resources to overcome all issues at the
same time. Use the appropriate quantitative OM technique to identify priorities.
b) Critically evaluate the effectiveness of using the Pareto Chart technique in satisfying
customers,](/v2/_next/image?url=https%3A%2F%2Fcontent.bartleby.com%2Fqna-images%2Fquestion%2Fb8827beb-b4fa-4212-871e-ea4522c3e704%2Fac541549-61b9-4771-b12d-7875a38ef824%2Fldjtetp_processed.jpeg&w=3840&q=75)
Transcribed Image Text:Suppose you are a quality manager of a hotel with a host of problems that need
resolving. Your objective is to increase overall customer satisfaction. For the first
action you are provided a list of customer feedback the hotel has received in three
months. In the table below, the second column shows the reasons for unsatisfying
stay by the guests, and the third column shows the total number of complaints.
No. Reasons for unsatisfying stay at hotel Frequency
Unfriendly staff
1
40
Room not clean
7
Room not ready at check-in
No towels at pool
No blanket for pull-out sofa
3
10
4
14
Pool water too cold
11
Breakfast of poor quality
Elevator too slow or not working
Took too long to register
7
54
8
60
9.
5
10
Bill incorrect
4
Total
210
a) Perform an analysis on the collected information to identify possible solutions that
you should prioritise as there aren't sufficient resources to overcome all issues at the
same time. Use the appropriate quantitative OM technique to identify priorities.
b) Critically evaluate the effectiveness of using the Pareto Chart technique in satisfying
customers,
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