Chapter 19, Problem 1E

Tom Sharkey is the owner of Sharkey Chevy, Buick, GMC. At the start of the year, Tom instituted a customer opinion program to find ways to improve service. The day after the service is performed, Tom’s administrative assistant calls the customer to find out whether the service was performed satisfactorily and how the service might be improved. A summary of the complaints for the first six months follows. Develop a Pareto chart. How should Tom prioritize the complaints to improve the quality of service?