OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
7th Edition
ISBN: 9780077835439
Author: Roger G Schroeder, M. Johnny Rungtusanatham, Susan Meyer Goldstein
Publisher: McGraw-Hill Education
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Question
Chapter 8, Problem 1DQ
a)
Summary Introduction
To determine: The ways by which quality can be measured for phone service.
Introduction: The extent to which the customer needs and expectations are met for which a product accomplishes its purpose for a definite period of time is known as quality.
a)
Expert Solution
Explanation of Solution
Ways by which quality can be measured for phone service:
Quality of a product can be measured in terms of design, conformance, availability, and field service.
- Design: Quality for a phone service can be measured by the number of service options and features offered by the service provider.
- Conformance: Speed, connectivity, and the number of complaints to the service provider give the conformance of the product.
- Availability: Time between two repair request and mean time to repair.
- Field service: Flexibility and response provided for post-purchase services.
b)
Summary Introduction
To determine: The ways by which quality can be measured for Automobile repair.
Introduction: The extent to which the customer needs and expectations are met for which a product accomplishes its purpose for a definite period of time is known as quality.
b)
Expert Solution
Explanation of Solution
Ways by which quality can be measured for automobile repair:
Quality of a product can be measured in terms of design, conformance, availability, and field service.
- Design: The skill level of the mechanics providing the service and quality of the shop equipment.
- Conformance: It is the average repair time and the number of disputed bills.
- Availability: The shop size and the mechanics working hours in the service shop.
- Field service: The warranty provided for the repair service.
c)
Summary Introduction
To determine: The ways by which quality can be measured for Ball-point pens.
Introduction: The extent to which the customer needs and expectations are met for which a product accomplishes its purpose for a definite period of time is known as quality.
c)
Expert Solution
Explanation of Solution
Ways by which quality can be measured for ball-point pens:
Quality of a product can be measured in terms of design, conformance, availability, and field service.
- Design: The easiness for grasping, the cap fit and the evenness in the ink flow.
- Conformance: Number of customer complaints about the pens and the ink flow test for the pens.
- Availability: Useful life of a pen.
- Field service: The warranty policies for the defective products.
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Chapter 8 Solutions
OPERATIONS MANAGEMENT IN THE SUPPLY CHAIN: DECISIONS & CASES (Mcgraw-hill Series Operations and Decision Sciences)
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