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Last year, the manager of the service department at East Woods Ford instituted a customer opinion program to find out how to improve service. One week after service on a vehicle was performed, an assistant would call the customer to find out whether the work had been done satisfactorily and how service could be improved. After one year of gath- ering data, the assistant discovered that the complaints could be grouped into the following five categories: Complaint Frequency Unfriendly atmosphere 5 Long wait for service 17 Price too high 20 Incorrect bill 8 Needed to return to correct problem 50 Total 100
Categorize the following causes of complaints into a cause-and-effect diagram: tools, scheduling, defective parts, training, billing system, performance measures, diagnostic equipment, and communications
What basic knowledge do you have regarding the use of ethics in decision making?
Product contamination is a catastrophic event, both for the organization at fault and for the victims. Cases of product contamination frequently make the news. Find an example o
Number of Defects - Control Chart Sometimes the attribute of concern is the number of defects (c) in an item rather than the number of defective items in a sample: for example
A state department of tourism and recreation collects data on the number of cars with out-of-state license plates in a state park. (The group's position is that more out-of-state p
(Teddy Bower Boots) To ensure a full line of outdoor clothing and accessories, the marketing department at Teddy Bower insists that they also sell waterproof hunting boots. Unfortu
Gantt Chart The Gantt chart were made by Henry L. Gantt approximately a century ago. Their aim is to provide an immediate comparison between schedule and realty( i.e. among p
An industrial plant needs to make 100,000 parts per month to meet demand. Each month contains 20 working days, each of which allows for 3 separate 8 hour shifts. a. If a worker can
Performance Measures - Operation Strategy It is common to find that measures are made of operational factors which do not contribute to the winning of orders, whilst key facto
• ABC Ltd. is in the business of manufacturing one type of valves for last 3 years. • Their sales have grown from 10,000 to about 50,000 valves per month. • Now they are planning t
"Fast Eddie" Flournoy manages the service equipment division of Delta Airline's Atlanta terminal. He keeps a service crew on call to repair tow tractors that break down. Tractors b
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