OPERATIONS MANAGEMENT CONNECT AC
14th Edition
ISBN: 9781264592784
Author: Stevenson
Publisher: MCG
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Chapter 9, Problem 2.1CQ
Summary Introduction
Case summary:
The case deals about the regional supermarket chains. Person K, who is a manager of one of the store, was distributed by numerous numbers of complaints from customers at the stores. The complaints registered on each date are demonstrated in the below check sheets:
To determine: The recommendations to be made to the manager by Person X.
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What type of descriptive research is used in this article? Explain/support your answer.
Schumacher & Company’s Distribution and Transportation Division, called SPI Services, has a short-haul household furniture delivery service. SPI’s labor force, selected from the local community college rugby team, is temporary and part-time. SPI is concerned with recent complaints, reported in the following table.
a) Draw a Pareto chart to identify potential causes of complaints.
b) Use a cause-and-effect diagram to identify potential causes of the most frequent (Note: For the cause-and-effect diagram, use the following major categories – Materials, Personnel, Equipment, Procedures, and Other.)
Complaint
Number
Broken glass
19
Delivered to wrong address
9
Furniture rubbed together while on truck
15
Late delivery
21
Late arrival for pickup
17
Missing items
8
Nicks and scratches from rough handling
28
Soiled upholstery
10
The Operations Manager of supermarket has received the following customer complaints for a 4-week period:Nature of complaintNumber of complaintsGoods out of stock53Cashiers rude38Incorrect prices on display75No trolleys available20No hand sanitizer15
1 Construct a Check Sheet for the above data.2 From your Check Sheet construct a Pareto Chart.
Chapter 9 Solutions
OPERATIONS MANAGEMENT CONNECT AC
Ch. 9 - Prob. 1DRQCh. 9 - Prob. 2DRQCh. 9 - Prob. 3DRQCh. 9 - Prob. 4DRQCh. 9 - Prob. 5DRQCh. 9 - Prob. 6DRQCh. 9 - Prob. 7DRQCh. 9 - Prob. 8DRQCh. 9 - Prob. 9DRQCh. 9 - Prob. 10DRQ
Ch. 9 - Prob. 11DRQCh. 9 - Prob. 12DRQCh. 9 - Prob. 13DRQCh. 9 - List the steps of problem solving.Ch. 9 - Prob. 15DRQCh. 9 - Prob. 16DRQCh. 9 - Prob. 17DRQCh. 9 - What trade-offs are involved in deciding on...Ch. 9 - Prob. 2TSCh. 9 - Prob. 3TSCh. 9 - Prob. 1CTECh. 9 - Prob. 2CTECh. 9 - Prob. 3CTECh. 9 - Prob. 4CTECh. 9 - Make a check sheet and then a Pareto diagram for...Ch. 9 - Prob. 2PCh. 9 - Prob. 3PCh. 9 - Prob. 4PCh. 9 - Prob. 5PCh. 9 - Prob. 6PCh. 9 - Prob. 7PCh. 9 - Prepare a scatter diagram for each of these data...Ch. 9 - Prepare a flowchart that describes going to the...Ch. 9 - Prob. 10PCh. 9 - The county sheriffs department responded to an...Ch. 9 - Prob. 12PCh. 9 - Prob. 1.1CQCh. 9 - Prob. 2.1CQ
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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
- Construct a cause-and-effect diagram to reflect“student dissatisfied with university registration process.” Usethe “four Ms” or create your own organizing scheme. Includeat least 12 causes.arrow_forwardWhy it is important to select the correct data when creating a chart?arrow_forwardLast year, the manager of the service department at EastWoods Ford instituted a customer opinion program to findout how to improve service. One week after service on a vehicle was performed, an assistant would call the customer tofind out whether the work had been done satisfactorily andhow service could be improved. After one year of gatheringdata, the assistant discovered that the complaints could begrouped into the following five categories:a. Use OM Explorer to draw a bar chart and a Pareto chart toidentify the significant service problems.b. Categorize the following causes of complaints into acause-and-effect diagram: tools, scheduling, defectiveparts, training, billing system, performance measures,diagnostic equipment, and communications.arrow_forward
- The manager of Perrotti’s Pizza collects data concerning customer complaints about delivery. Using the data in the table below, Draw a Pareto chart to identify potential causes of complaints.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_forwardA restaurant manager tracks complaints from the diner satisfaction cards that are turned in at each table. The data collected from the past week's diners appear in the following table. Complaint Frequency Food taste 27 Food temperature 9 Order mistake 5 Slow service 19 Table/utensils dirty 47 Too expensive 9 Using a classic Pareto analysis, what top categories comprise 80% of the total complaints? Part 2 A. Food taste, Food temperature, Order mistake, Slow service, Too expensive B. Table/utensils dirty, Food taste, Slow service C. Table/utensils dirty D. Food taste, Food temperature, Order mistake, Slow service, Table/utensils dirtyarrow_forward
- Mary Beth Marrs, the manager of an apartmentcomplex, feels overwhelmed by the number of complaints sheis receiving. Below is the check sheet she has kept for the past12 weeks. Develop a Pareto chart using this information. Whatrecommendations would you make?arrow_forwardPrepare a cause-and-effect diagram to analyze why a machine has produced a large run of defective parts.arrow_forwardHow could a customer survey card be used to monitor the performance of hotel desk clerks?arrow_forward
- TO DO: Prepare a check sheet to analyze the data below from customer complaints, then prepare a list of recommendations that will address these complaints. Case: Tip Top Markets is a regional chain of supermarkets located in the southeastern United States. Karen Martin, manager of one of the stores, was disturbed by the large number of complaints from customers at her store, particularly on Tuesdays, so she obtained complaint records from the store’s customer service desk for the last nine Tuesdays. June 1 out of orange yogurt produce not fresh bread stale lemon yogurt past sell date checkout lines too long couldn’t find rice overcharged milk past sell date double charged stock clerk rude meat smelled strange cashier not friendly charged for item not purchased out of maple walnut ice cream couldn’t find the sponges something green in meat meat tasted strange didn’t like music store too cold checkout lines…arrow_forwardWhy it is important to maintain a replacement chart?arrow_forwardCreate a cause-and-effect diagram (fishbone diagram) to identify the potential rootcause(s) of patrons' dissatisfaction with the services of an airline.arrow_forward
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