OM (with OM Online, 1 term (6 months) Printed Access Card)
6th Edition
ISBN: 9781305664791
Author: David Alan Collier, James R. Evans
Publisher: Cengage Learning
expand_more
expand_more
format_list_bulleted
Concept explainers
Question
Chapter 5, Problem 6PA
Summary Introduction
Interpretation:Overall reliability of the call center.
Concept Introduction:
Reliability is the probability of a product which performs under designed and controlled atmosphere in a given period of time. This is checked to know the accuracy of the product.
Expert Solution & Answer
Want to see the full answer?
Check out a sample textbook solution
Students have asked these similar questions
Propose an explicit service guarantee for a fast-food restaurant. Clearly explain why you included the features of your service guarantee (maximum of one page). Do you think that a restaurant would adopt it? Why or why not?
Define reliability and validity and explain how they affect the evaluation of a measure.
The county sheriff’s department responded to an unusually large number of vehicular accidents along aquarter-mile stretch of highway in recent months. Prepare a cause-and-effect diagram for this problem.
Chapter 5 Solutions
OM (with OM Online, 1 term (6 months) Printed Access Card)
Knowledge Booster
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- Effective management of customer service requires measurement. Discuss the nature of performance measurement in the customer service area.arrow_forwardDefine reliability. In your experience, what healthcare process have you found to be reliable? What process have you found to be unreliable? Explain what is different about the reliable process versus the unreliable process.arrow_forwardSummarize the case study of Panera Bread. What was the issue and what was the solution? Identify the PESTEL factors in the Panera Bread case study. Here are some ideas related to the Panera Bread Company:arrow_forward
- What is a service quality and the various consequences of poor quality that impacts an organisation.arrow_forwardThe manager of Perrotti’s Pizza collects data concerning customer complaints about pizza delivery. Either the pizza arrives late, or the wrong pizza is delivered. Problem Frequency Topping is stuck to box lid 17 Pizza arrives late 35 Wrong topping or combination 9 Wrong style of crust 6 Wrong size 4 Pizza is partially eaten 3 Pizza never arrives 6 a. Use a Pareto chart to identify the “vital few” delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures.b. The manager of Perrotti’s Pizza is attempting to understand the root causes of late pizza delivery and has asked each driver to keep a log of specific difficulties that create late deliveries. After one week, the logs included the following entries:delivery vehicle broke down, couldn’t make it across town to deliver second pizza in time, couldn’t deliver four pizzas to four different customers in time, kitchen was late in producing order, got…arrow_forwardAurora Electronics has received a large number of customer complaints and returns for a DVD player that it manufactures. When a DVD is inserted into the loading mechanism, it can become stuck and difficult to remove. Consumers will attempt to pull out the DVD drawer with their fingers or pry it open with an object such as a knife, pencil, or screwdriver, frequently damaging the DVD or injuring themselves. What are the various costs of poor quality and quality assurance that may be associated with this quality issue?arrow_forward
- Does issuing a guarantee on the service's quality have any advantages or disadvantages? .arrow_forwardList and define five dimensions of service quality. Describe the services provided by a firm you do business with (e.g. your bank, your doctor, your favorite restaurant) on each of the dimensions. In your mind, has the organization distinguished itself from its competitors on any particular service quality dimension?arrow_forwardAnalyse the issues described below using root cause analysis techniques. A travel agency has recently lost several medium-sized and large corporate customers due to complaints about poor customer service. The management team of the travel agency decided to appoint a team of analysts to address this problem. The team gathered data by conducting interviews and surveys with current and past corporate customers and gathering customer feedback data that the travel agency has recorded over time. About 2% of customers complained about errors made in their bookings. On one occasion, a customer requested a change to a flight booking. The travel agent wrote an e-mail to the customer suggesting that the change had been made and attached a modified travel itinerary. However, it later turned out that the flight reservation system had not confirmed the modified booking. As a result, the customer was not allowed to board the flight, leading to a series of severe inconveniences for the customer.…arrow_forward
- Which is more useful for the analysis of communications signals, time domain observations or frequency domain observations? Explain.arrow_forward. The manager of Perrotti's Pizza collects data concerning customer complaints about pizza delivery. Either the pizza arrives late, or the wrong pizza is delivered. Problem Topping is stuck to box lid Pizza arrives late Wrong topping or combination Wrong style of crust Wrong size Pizza is partially eaten Pizza never arrives Frequency 17 35 9 6 4 3 6 a. Use a Pareto chart to identify the "vital few" delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures. b. The manager of Perrotti's Pizza is attempting to understand the root causes of late pizza delivery and has asked each driver to keep a log of specific difficulties that create late deliveries. After 1 week, the logs included the following entries: delivery vehicle broke down, couldn't make it across town to deliver second pizza in time, couldn't deliver four pizzas to four different customers in time, kitchen was late in producing order, got lost, order ticket was…arrow_forwardWhat is the effectiveness of 3M™Health Information System Division Potentially Preventable readmission method and the Centers for Medicare and Medicaid Services (CMS) used for measuring the quality of care at hospitals? Compare and contrast 3M™Health Information System Division Potentially Preventable readmission method and the Centers for Medicare and Medicaid Services (CMS) method and show how each method interconnects with Hospitals Readmissions Reduction Program (HRRP).arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
