Operations and Supply Chain Management 9th edition
9th Edition
ISBN: 9781119320975
Author: Roberta S. Russell, Bernard W. Taylor III
Publisher: WILEY
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Question
Chapter 2, Problem 5.1ASC
Summary Introduction
Case summary:
JB Airways is the recipient of multiple awards in customer satisfaction and is listed on BB’s list of top 25 customer service organisations. JB believes its distinguishing feature is the customer feedback and satisfaction, which is the reason more travelers choose to use it. JB receives feedback via the following channels – direct feedback, customer surveys, ad hoc surveys, interviews, and online customer panels.
From its 15,000 members, it receives more than 40,000 survey responses every month. Although surveys provide structured information JB also receives over 500 emails each day, user comments on its website, social media, forums, blogs and other websites. This feedback is in an unstructured format and time-consuming and expensive to analyse individually.
To analyse this data, JB has implemented a “text analytics” software that extracts relevant data from all sources and provides the company with useful insights into customer satisfaction, loyalty and sentiment. The company also uses Voice of Customer (VoC) software to scan the web for conversations about its products, services and competitors.
To determine: What other tools do you think might be employed to get customer feedback?
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2
$1,000
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Refer to Table S6.1 - Factors for Computing Control Chart Limits (3 sigma) for this problem.
Sampling 4 pieces of precision-cut wire (to be used in computer assembly) every hour for the past 24 hours has produced the following results:
Hour
R
Hour
X
R
Hour
X
R
Hour
X
R
1
3.25"
0.71"
7
3.15" 0.58"
13
3.11" 0.85"
19
4.51"
1.56"
2
3.20
1.18
8
2.65 1.08
14
2.83 1.31
20
2.79
1.14
3
3.12
1.38
9
15
4.
3.39
1.31
10
5
2.97
1.17
6
2.76
0.32
3.02 0.71
3.12 1.01
2.75 1.33 16 2.74 0.50 22
11 2.73 1.17 17 2.76 1.43 23
12 2.87 0.45 18 2.64 1.24
21
2.75
1.03
3.18
0.46
2.94
1.53
24
2.54
0.97
Based on the sampling done, the control limits for 3-sigma x chart are (round all intermediate calculations to three decimal places before proceeding with further calculations):
Upper Control Limit (UCL) =
inches (round your response to three decimal places).
Lower Control Limit (LCL) =
inches (round your response to three decimal places).
Based on the x-chart, the wire cutting process has been
The control limits…
Chapter 2 Solutions
Operations and Supply Chain Management 9th edition
Ch. 2 - Prob. 2.1ASCCh. 2 - Prob. 3.1ASCCh. 2 - Prob. 4.1ASCCh. 2 - Prob. 5.1ASCCh. 2 - Prob. 6.1ASCCh. 2 - Prob. 7.1ASCCh. 2 - Prob. 8.1ASCCh. 2 - Prob. 9.1ASCCh. 2 - Prob. 10.1ASCCh. 2 - Prob. 11.1ASC
Ch. 2 - Prob. 13.1ASCCh. 2 - Prob. 1QCh. 2 - Prob. 2QCh. 2 - Prob. 3QCh. 2 - Prob. 4QCh. 2 - Prob. 5QCh. 2 - Prob. 6QCh. 2 - Prob. 8QCh. 2 - Prob. 9QCh. 2 - Prob. 10QCh. 2 - Prob. 12QCh. 2 - Prob. 13QCh. 2 - Prob. 14QCh. 2 - Prob. 15QCh. 2 - Prob. 17QCh. 2 - Prob. 21QCh. 2 - Prob. 22QCh. 2 - Prob. 23QCh. 2 - Prob. 24QCh. 2 - Prob. 25QCh. 2 - Prob. 26QCh. 2 - Prob. 27QCh. 2 - Prob. 28QCh. 2 - Prob. 29QCh. 2 - Prob. 30QCh. 2 - Most students live in a dormitory or apartment...Ch. 2 - Prob. 32QCh. 2 - Describe, in general, how the J.D. Power Circle...Ch. 2 - Select a product that you own (like a cell phone,...Ch. 2 - Prob. 35QCh. 2 - Prob. 36QCh. 2 - Prob. 37QCh. 2 - Prob. 38QCh. 2 - Prob. 39QCh. 2 - Prob. 40QCh. 2 - Prob. 41QCh. 2 - Prob. 42QCh. 2 - Prob. 43QCh. 2 - Prob. 44QCh. 2 - Prob. 45QCh. 2 - Prob. 47QCh. 2 - Prob. 48QCh. 2 - Prob. 49QCh. 2 - Prob. 50QCh. 2 - Prob. 51QCh. 2 - Prob. 55QCh. 2 - Prob. 56QCh. 2 - Prob. 57QCh. 2 - Prob. 60QCh. 2 - Prob. 61QCh. 2 - Prob. 67QCh. 2 - Prob. 68QCh. 2 - Prob. 1PCh. 2 - The Backwoods American company in Problem 2-1...Ch. 2 - Prob. 3PCh. 2 - In Problem 2-3, if the direct manufacturing cost...Ch. 2 - Prob. 5PCh. 2 - The Colonial House Furniture Company manufactures...Ch. 2 - Prob. 8PCh. 2 - Prob. 9PCh. 2 - Prob. 10PCh. 2 - Prob. 11PCh. 2 - Prob. 12PCh. 2 - Prob. 14PCh. 2 - Prob. 1.1CPCh. 2 - Prob. 2.1CPCh. 2 - Prob. 3.1CPCh. 2 - Prob. 3.3CPCh. 2 - Prob. 3.4CPCh. 2 - Prob. 3.5CPCh. 2 - Prob. 3.6CPCh. 2 - Prob. 3.7CPCh. 2 - Prob. 3.8CPCh. 2 - Prob. 4.1CP
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