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Analysis of customer complaints

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1. Over the last year 1,800 injections were administered at a clinic. Quality is measured by the proper amount of dosage as well as the correct drug. In six instances, the incorrect amount was given, and in three cases, the wrong drug was given. What is the epmo metric and what sigma level does it correspond to?

2. Analysis of customer complaints at an e-commerce retailer revealed the following:

Billing errors 537

Shipping errors 2,460

Electronic charge errors 650

Shipping delays 5,372

Packing errors 752

Construct a Pareto diagram and discuss the conclu­sions you may draw from it.

Reference no: EM131157238

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