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
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
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
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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 |
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