EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Question
Chapter 2, Problem 2PA
Summary Introduction
Interpretation: Service quality indicator needs to be computed using the available data and to describe its application to other fields.
Concept Introduction: Service quality indicator refers to average score of various factors that reflects expectation of the customer regarding company performance.
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Each day, a FedEx competitor processes approximately 50,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers of errors during a 5-day week (see the "FedEx: Measuring Service Performance" box). These values are hypothetical and do not reflect any real company’s actual performance.
Description
Weight
Number of Errors
Complaints reopened
3
145
Damaged packages
10
17
International
1
109
Invoice adjustments
1
284
Late pickup stops
3
207
Lost packages
10
4
Missed proof of delivery
1
28
Right date late
1
752
Traces
3
115
Wrong day late
5
11
Compute the Service Quality Indicator by finding the weighted sum of errors as a percentage of total shipments. Do not round intermediate calculations. Round your answer to three decimal places.
Service Quality Indicator (SQI): %
day, a FedEx competitor processes approximately 70,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers of errors during a five-day week (see the “FedEx: Measuring Service Performance” box): These values are hypothetical and do not reflect any real company’s actual performance. Complaints reopened: 125 Damaged packages: 18 International: 102 Invoice adjustments: 282 Late pickup stops: 209 Lost packages: 2 Missed proof of delivery: 26 Right date late: 751 Traces: 115 Wrong day late: 15 Compute the Service Quality Indicator by finding the weighted sum of errors as a percentage of total shipments.
Each day, a FedEx competitor processes approximately 75,000 shipments. Suppose that they use the
same Service Quality Index as FedEx and identified the following number of errors during a 5-day wee
(see the "FedEx: Measuring Service Performance" box). These values are hypothetical and do not
reflect any real company's actual performance.
Description
Complaints reopened
Damaged packages
International
Weight Number of Errors
3
105
10
16
1
101
1
278
3
212
10
4
1
25
1
748
112
18
Invoice adjustments
Late pickup stops
Lost packages
Missed proof of delivery
Right date late
Traces
Wrong day late
Compute the Service Quality Indicator by finding the weighted sum of errors as a percentage of total
shipments. Do not round intermediate calculations. Round your answer to three decimal places.
Service Quality Indicator (SQI):
%
3
5
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