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Question - Customer returns are a problem in the Alert Company. The company sells battery operated emergency weather alert radios.
Customers were queried by sales personnel when goods were returned about the reasons for the returns. The product is produced outside the U.S.
Below is the following information that was collected from customers.
Type of Complaint
Number of Complaints
Did not perform as expected
28
Found item cheaper elsewhere
125
Instructions too complicated
59
Instruction wording unclear
85
Missing parts/manual
14
Changed mind
17
Used too many batteries too quickly
31
Did not like
19
Other
12
Required -
1. Develop a table that is set up largest to smallest number of complaints, the percentage of complaints in each category, and the cumulative percentage in each category.
2. Prepare a Pareto Chart.
3. What actions would you suggest Alert Company take to resolve the customer complaint? Include in your discussion, the type of complaints that company should focus on resolving. Why?
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