Operations Management
17th Edition
ISBN: 9781259142208
Author: CACHON, Gérard, Terwiesch, Christian
Publisher: Mcgraw-hill Education,
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Chapter 1, Problem 1PA
Summary Introduction
To determine: The subcomponents of inconvenience in a customer utility function.
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Consider the order delivery system of Heartha Hardware and Construction Supplies:- Customers (whether by bulk or retail) would line up in a counter where sales representatives will entertain them. It would take about 15 minutes before a customer will be entertained due to the number of customers being served by the sales representative and only about 4 sales representatives are on duty every day.- The sales representative will take down the customer’s order in the order slip with corresponding prices. On some cases, she will ask the person in-charge in the warehouse if the items are available. She then forwards the order slip to the cashier.- The cashier would sum-up again manually the order slip from the sales representative to check the accuracy of the footing of the totals as well as the prices indicated. This would take about 10 minutes, depending on the bulk of the order being placed.- The official receipt will be printed and will be given to the…
Below is a table of data collected over a six-month period in a local grocery store. Construct a Pareto analysis of the data and determine the percentage of total complaints represented by the two most common categories.
Checker
59
General
58
Service level
55
Policy/Procedures
40
Price Marking
45
Product Quality
87
Product Request
105
Checkout Queue
33
Stockout Condition
170
Other
71
What are the subcomponents of inconvenience in a customer utility function?a. Location and priceb. Price and volumec. Location and timed. Time and performance
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