OPERATIONS MANAGEMENT CUSTOM ACCESS
11th Edition
ISBN: 9780135622438
Author: KRAJEWSKI
Publisher: PEARSON EDUCATION (COLLEGE)
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Textbook Question
Chapter 2, Problem 24P
Smith, Schroeder, and Torn (SST) is a short-haul house hold furniture moving company. SST’s labor force, selected from the local community college football team, is temporary and part time. SST is concerned with recent complaints, as tabulated on the following tally sheet.
- Draw a bar chart and a Pareto chart using OM Explorer to identify the most serious moving problems.
- The manager of Smith, Schroeder, and Torn is attempting to understand the root causes of complaints. Ile has compiled the following list of issues that occurred during problem deliveries:
Truck broke down, ran out of packing boxes, multiple deliveries in one day caused truck to be late, no furniture pads, employee dropped several items, drive got lost on route to address, ramp into truck was bent, no packing tape, new employee doesn’t know how to pack, moving dolly has broken wheel, employee late to work.
Organize these causes into a cause-and-effect diagram.
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Problem data follows:
Annual number of customers surveyed
7,600
Cost of survey if conducted by RBG Associates
$ 35,000
Costs related to the survey in the prior year.
Mailing
$17,500
Printing (done by Lester Print Shop)
6,000
Salary of Pat Fisher, part-time employee who stuffed envelopes
and summarized data when surveys were returned
2,080
Depreciation of computer and software
1,200
Electricity and phone costs
600
Total
$27,380
Number of hours spent on survey by Pat Fisher
130
Required: fill in the yellow cells and also the name of the costs listed under the cost savings. The "Cost of RGB" has been filled in for you.
What is the…
Hotel ComplaintsA 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 of the major complaints by week for the last month is as follows:
Complaint Number of Occurrences
Week 1Error on bill 10Room not ready at check-in 8Room service delivery late 3Longline at check-out 10
Week 2Error on bill 12Noise in hallway 2Longline at check-out…
Construct AON diagram for the following data.
АСTIVITY
IMMEDIATE
PREDECESSORS
A
B
АВЕ
E
ACD
F
BDG
G
EF
H
DF
FG
J
FHI
K
HL
L
GJK
M
J,K,L
N
M
Chapter 2 Solutions
OPERATIONS MANAGEMENT CUSTOM ACCESS
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