Question 2: Alabama Airlines provides commuter service. As a product of airline deregulation, Alabama Air joined thegrowing number of short-haul, point-to-point airlines, including Lone Star, Comair, Atlantic Southeast, and Skywest.Alabama Air was started and managed by two former pilots, David Douglas and Michael Hanna. One of Alabama Air'stop competitive priorities is on-time arrivals. The airline defines "on-time" to mean any arrival that is within 20 minutesof the scheduled time.Mike Hanna decided to personally monitor Alabama Air's performance. Each week for the past 30 weeks, Hannachecked a random sample of 100 flight arrivals for on-time performance. The table that follows contains the number offlights that did not meet Alabama Air's definition of on time:Sample (Week)1234567891011121314--15Late Flights241041113911034228Sample (Week)161718192021222324252627282930Late Flights237323743220134a) In this case, which quality control chart(s) will be appropriate for quality control and improvement?b) Construct the control chart(s) you have specified in part (a).c)Using the control chart(s) you have constructed in part (b), Mike continues to monitor the operationsperformance in the next five weeks. He samples the flights and observes that the number of late flights are 11,9, 4, 12, and 8, respectively. What can Mike report about the quality of service: Is the process overall in controlduring these five weeks?

Chart: P chart is suitable for identifying the quality control of the process. P chart helps to…

Answered: Question 2: Alabama Airlines provides…

Marketing

20th Edition

ISBN:9780357033791

Author:Pride, William M

Publisher:Pride, William M

Chapter13: Services Marketing

Section13.2: Fedex Courts Customers With Convenience, Not Just Speed

Problem 1C: During nearly four decades of business operations, Memphis-based FedEx has earned a reputation for...

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During nearly four decades of business operations, Memphis-based FedEx has earned a reputation for reliable, on-time delivery of packages to homes and offices around the country. Founder Fred Smith originally focused on overnight deliveries, choosing Memphis as the company’s headquarters because the airport rarely closes due to bad weather. With FedEx’s planes departing and arriving on schedule nearly all the time, its express shipments usually remained on schedule, then and now. To reassure customers that delivery will take place when and where promised, the firm offers a money-back guarantee on time-sensitive express shipments, among other services. FedEx has steadily expanded its portfolio of services since the 1970s. Its original overnight express delivery is currently available to U.S. customers in various forms, including “first-overnight” delivery, next-morning delivery, next-afternoon delivery, and budget-pleasing two- or three-day delivery. The company’s services also include cost-effective ground delivery for parcels and extra-speedy same-day delivery for urgent deliveries within 1,800 cities. Over the years, FedEx has widened its delivery network to more than 220 countries. It has purchased more cargo jets and acquired specialized shipping firms, including Tiger International, Roberts Express, RPS, and TNT Express, to support global growth. For international business customers needing products, parts, or raw materials shipped across countries or continents, the company now offers time-saving services such as commercial freight forwarding and cross-border logistical support. To add the convenience of local drop-off and pickup points for U.S. consumers and small businesses, FedEx acquired the Kinko’s office services company in 2004 and later rebranded it as FedEx Office. This acquisition also added printing and copying to the menu of services offered. Then the company arranged for large U.S. retailers such as Walgreens, Albertsons, Kroger, and Safeway to accept packages for shipment and receive package delivery for customer pickup in thousands of store locations. This means people who want to send a package can head to a nearby retailer and ship where they shop, rather than making a separate trip to the FedEx location. It’s also a safe alternative for packages to be picked up by people who don’t want FedEx shipments left by the front door. Another service FedEx offers to small and mid-sized businesses, including retailers, is FedEx Fulfillment. The purpose is to expedite order fulfillment by having each business store its products in a FedEx warehouse. Then, when the business’s customers place orders, FedEx puts the products into boxes bearing the business’s own logo and ships directly to those customers. The business doesn’t need a separate warehouse or staff for fulfillment, and packages are on their way to customers more quickly because the products were in FedEx’s warehouse, ready to be packed and shipped. This service puts FedEx into direct competition with Amazon.com, which offers a similar service to merchants that sell through the online Amazon Marketplace. But it also gives businesses that don’t sell via Amazon a fast and professional fulfillment alternative. FedEx is careful to let customers know, through media and social-media announcements, when it anticipates that extreme weather or other conditions will cause delays or force it to halt pickups and deliveries. For the duration of Hurricane Irma, for example, FedEx said it would suspend deliveries in Florida. Some Florida customers who had ordered generators to be delivered via FedEx were unhappy, because they worried about being without power during and after the storm. But one FedEx employee loaded several generator orders into his car and took them to customers himself. When a customer posted a grateful compliment to FedEx on Facebook, the message generated thousands of likes, shares, and positive comments. The company also received positive comments for its donations of cash and transportation services to areas devastated by Hurricanes Irma, Harvey, and Maria. According to the American Customer Satisfaction Index (ACSI), FedEx often tops the list of U.S. shipping companies as ranked by customers surveyed. Every day, the company delivers 13 million packages—and during the busy year-end holiday season, it delivers many more. By meeting customers’ expectations for on-time deliveries, FedEx has increased annual revenues beyond $60 billion and positioned itself for continued growth in the future. How does FedEx’s money-back guarantee address customers’ concerns about heterogeneity?
Globe Industries is a multinational tech company specializing in e-commerce, cloud computing and artificial intelligence. GLOBE INDUSTRIES has an online shopping website/app where persons globally can purchase a variety of new and used goods, including computers, vehicles, music and books. Consumers are not using Globe Industries' e-commerce website/app because it lacks certain functions or features that make their online shopping experience easier. Issue The issue of customer retention has been the topic of discussion among the management team for months at Globe Industries. They have noted several complaints and concerns regarding the predicaments that the company is experiencing, which has negatively affected the company’s profits. The number one complaint noted was; the outdated approach to the company’s operations. This problem is stemming from the lack of access to information by its users from their own personal accounts. It was noted that in order for a transaction to be…
Question 6 Answer Question 8-10 based on the given information. Willow Brook National Bank operates a drive-up teller window that allows customers to complete bank transactions without getting out of their cars. On weekday mornings, arrivals to the drive-up teller window occur at random, with an arrival rate of 18 customers per hour or 0.3 customers per minute. What is the mean or expected number of customers that will arrive in a ten-minute period? Question 7 Assume that the Poisson probability distribution can be used to describe the arrival process. Use the arrival rate in part (a) and compute the probabilities that exactly 1, 2, and 3 customers will arrive during a ten-minute period. Note: The probabilities that exactly 0 customers will arrive during a ten-minute period is calculated for you as 0.0498. (Round your answers to four decimal places.) 1 Question 8 P(x) 0.0498 Delays are expected if more than three customers arrive during any ten-minute period. What is the probability…
Problem 15-31 (Algorithmic) Mid-West Publishing Company publishes college textbooks. The company operates an 800 telephone number whereby potential adopters can ask questions about forthcoming texts, request examination copies of texts, and place orders. Currently, two extension lines are used, with two representatives handling the telephone inquiries. Calls occurring when both extension lines are being used receive a busy signal; no waiting is allowed. Each representative can accommodate an average of 10 calls per hour. The arrival rate is 16 calls per hour.
Problem 2: Waiting to take-off a) At an airport, 125 planes took off during an 8-hour period. The control tower keeps a list on its computer of planes that it has released from the gates and that are waiting in queue to take off. Based on this inſormation, the average number of planes waiting to lake-off was 5, with the average taken over the same 8-hour period. How long did the average plane wait to take off? b) Suppose the air-traffic controller tells you that the next day there are 150 planes scheduled to take off (a 20% increase) during the same 8 hours of the day. He then predicts that there will be 6 planes waiting on average. How many would you predict were waiting on average: Circle one: about 6 planes less than 6 planes more than 6 planes? Assume that overall conditions (weather, number of runways open) are the same during the two days. Explain your reasoning. c) The airport authorities are worried about noise and pollution caused by the large queue of planes sitting waiting…
Scenario 3: Falsifying Attendance Jason, a Junior System Administrator with the Management Information Systems Department, clocked in 4 minutes and 27 seconds late for work this morning. While he won’t get fired for it, being late this once means that he will not receive the perfect attendance incentive which he needs to make ends meet, given his daughter’s recent series of hospitalizations. It’s not that Jason didn’t make an effort to be there on time. He actually arrived in the office five minutes early but was unable to clock in immediately because his direct superior, Raffy, asked him for an informal project progress report as soon as he walked in the door. As a Junior System Administrator, Jason has access and the capability to edit the company’s attendance records. He figures that since he was unable to punch in only because of his boss, it wouldn’t hurt to edit the timestamp on his attendance for today. What is the Business Ethics Principles that suit to this case study?…
Forecasting and Queuing model List three positive and three negative outcomes for each of these application of management science
Please answer question number 3
Answer question a, b and c.
1. Landing in the city of Bucaramanga after taking the Copetran bus from 6:00 PM Eidis Yuseth wants you to design an effective presentation to describe the following: Queuing theory models: M/M/S For each model indicate:The definition, The Mathematical Fundamentals, Examples. Design an effective form and presentation to understand the main concepts associated with decision analysis and game theory
Please answer question 1 and 2.
Problem 15-25 (Algorithmic) Burger Dome sells hamburgers, cheeseburgers, French fries, soft drinks, and milk shakes, as well as a limited number of specialty items and dessert selections. Although Burger Dome would like to serve each customer immediately, at times more customers arrive than can be handled by the Burger Dome food service staff. Thus, customers wait in line to place and receive their orders. Suppose that Burger Dome analyzed data on customer arrivals and concluded that the arrival rate is 45 customers per hour and 1 customer processed per minute. Compare a multiple-server waiting line system with a shared queue to a multiple-server waiting line system with a dedicated queue for each server. Suppose Burger Dome establishes two servers but arranges the restaurant layout so that an arriving customer must decide which server's queue to join. Assume that this system equally splits the customer arrivals so that each server sees half of the customers. How does this system…

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