Case Study: Quality Management Your line manager has become increasingly concerned about the product and service quality. This results from a surge in the number of customers who have contacted her to highlight problems they have encountered while shopping at the Pet Kingdom store. The complains seem to focus on two areas; billing errors being made at the checkout and variations in the weight of Pet Kingdom branded dried dog food bags. To better understand the situation, Ms Lionheart has requested detailed data to be collected. Table 3 shows the data from the audit of 50 random bills per day issued over the past 30 days. Table 4 presents the weight sampling data (mean and range in kg) for 27 random samples of five observations each taken from the daily dog food deliveries. Ms Lionheart noticed that the number of billing errors increased in the last third of the month. She knows that the company wants high quality standards and wonders if both processes meet 3 sigma standards. She wants you to analyse the available data and produce a short report (1,000 words ± 10%) with all relevant tables and figure to address the highlighted issues. In your report you need to consider the following for both sets of data: 1. Analyse and explain the data Table 1: Number of incorrect bills issued at checkout (50 observations) Number of Number of Number of Incorrect Bills Incorrect Bills Incorrect Bills Day 1 2 3 4 5 6 7 8 9 10 2 3 4 5 6 7 ∞2GH23H 8 9 10 11 12 13 2 2 1 2 2 3 14 722 1 -2 Day 11 12 13 14 15 16 17 18 Mean 44.96 44.98 44.96 44.97 45.02 45.03 45.04 45.02 45.08 45.12 45.07 45.02 45.01 44.98 19 20 1 2 Range 0.42 0.39 0.41 0.37 0.39 0.40 0.39 0.42 0.38 0.40 0.41 0.38 0.41 0.40 3 3 2 3 2 2 1 3 Day 21 Table 2: Dog food weight (kg) samples (5 observations) Sample 1 5888488888 22 23 24 25 26 27 28 29 30 Sample Mean 15 45.00 16 44.95 17 44.94 18 44.94 19 44.73 20 44.95 21 44.93 22 44.96 23 44.99 24 45.00 25 45.03 26 27 45.04 45.03 3 3 3 4 55 6 8 5 5 Range 0.39 0.41 0.43 0.40 0.38 0.41 0.39 0.41 0.40 0.44 0.42 0.38 0.40
Case Study: Quality Management Your line manager has become increasingly concerned about the product and service quality. This results from a surge in the number of customers who have contacted her to highlight problems they have encountered while shopping at the Pet Kingdom store. The complains seem to focus on two areas; billing errors being made at the checkout and variations in the weight of Pet Kingdom branded dried dog food bags. To better understand the situation, Ms Lionheart has requested detailed data to be collected. Table 3 shows the data from the audit of 50 random bills per day issued over the past 30 days. Table 4 presents the weight sampling data (mean and range in kg) for 27 random samples of five observations each taken from the daily dog food deliveries. Ms Lionheart noticed that the number of billing errors increased in the last third of the month. She knows that the company wants high quality standards and wonders if both processes meet 3 sigma standards. She wants you to analyse the available data and produce a short report (1,000 words ± 10%) with all relevant tables and figure to address the highlighted issues. In your report you need to consider the following for both sets of data: 1. Analyse and explain the data Table 1: Number of incorrect bills issued at checkout (50 observations) Number of Number of Number of Incorrect Bills Incorrect Bills Incorrect Bills Day 1 2 3 4 5 6 7 8 9 10 2 3 4 5 6 7 ∞2GH23H 8 9 10 11 12 13 2 2 1 2 2 3 14 722 1 -2 Day 11 12 13 14 15 16 17 18 Mean 44.96 44.98 44.96 44.97 45.02 45.03 45.04 45.02 45.08 45.12 45.07 45.02 45.01 44.98 19 20 1 2 Range 0.42 0.39 0.41 0.37 0.39 0.40 0.39 0.42 0.38 0.40 0.41 0.38 0.41 0.40 3 3 2 3 2 2 1 3 Day 21 Table 2: Dog food weight (kg) samples (5 observations) Sample 1 5888488888 22 23 24 25 26 27 28 29 30 Sample Mean 15 45.00 16 44.95 17 44.94 18 44.94 19 44.73 20 44.95 21 44.93 22 44.96 23 44.99 24 45.00 25 45.03 26 27 45.04 45.03 3 3 3 4 55 6 8 5 5 Range 0.39 0.41 0.43 0.40 0.38 0.41 0.39 0.41 0.40 0.44 0.42 0.38 0.40
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
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Transcribed Image Text:Case Study: Quality Management
Your line manager has become increasingly concerned about the product and service
quality. This results from a surge in the number of customers who have contacted her to
highlight problems they have encountered while shopping at the Pet Kingdom store. The
complains seem to focus on two areas; billing errors being made at the checkout and
variations in the weight of Pet Kingdom branded dried dog food bags. To better understand
the situation, Ms Lionheart has requested detailed data to be collected. Table 3 shows the
data from the audit of 50 random bills per day issued over the past 30 days. Table 4
presents the weight sampling data (mean and range in kg) for 27 random samples of five
observations each taken from the daily dog food deliveries.
Ms Lionheart noticed that the number of billing errors increased in the last third of the
month. She knows that the company wants high quality standards and wonders if both
processes meet 3 sigma standards. She wants you to analyse the available data and produce
a short report (1,000 words ± 10%) with all relevant tables and figure to address the
highlighted issues.
In your report you need to consider the following for both sets of data:
1. Analyse and explain the data
Table 1: Number of incorrect bills issued at checkout (50 observations)
Number of
Number of
Incorrect Bills
Incorrect Bills
Day
1
2
3
4
5
6
7
8
9
10
2
3
4
5
6
67890HDBH
10
11
12
13
2
2
1
14
2
232212
2
Table 2: Dog food weight (kg) samples (5 observations)
Sample
1
Mean
44.96
44.98
44.96
44.97
45.02
45.03
45.04
45.02
45.08
Day
11
12
13
14
15
16
45.12
45.07
45.02
45.01
44.98
17
18
19
20
1
2
Range
0.42
0.39
0.41
0.37
0.39
0.40
0.39
0.42
0.38
0.40
0.41
0.38
0.41
0.40
3
3
2
3
2
2
1
3
Day
21
22
23
24
25
26
27
28
29
30
Sample
15
16
17
18
19
20
21
22
23
24
25
26
27
Number of
Incorrect Bills
Mean
45.00
44.95
44.94
44.94
44.73
44.95
44.93
44.96
44.99
45.00
45.03
45.04
45.03
3
3
3
4
5
5
6
8
5
5
Range
0.39
0.41
0.43
0.40
0.38
0.41
0.39
0.41
0.40
0.44
0.42
0.38
0.40
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