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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
Travel Charts and String Diagrams The use of travel charts has already been described under facility layout (see figure on page 140). A string diagram (see figure below) is us
Neda operates a small convenience store in a southern town that has a high tourist draw. After several years of operating the store, Neda has decided to no longer sell tobacco prod
Bill and Farrah have been recently hired by Superior Stereo Systems, a cutting-edge manufacturer of stereo speakers. Both Bill and Farrah have been assigned to work on two product
What prompted the change effort at the IRS, and what was targeted to change? Why was the proposed change controversial?
Inez Garcia was born in Portland, Oregon. Her mother is from Italy and Jewish. Her father is Mexican. Under the Guidelines on Discrimination Because of Religion or National Origin,
Six Operators are to be assigned to five jobs with the cost of assignment in Rs. given 10 marks in the matrix below. Determine the optimal assignment. Which operator will have no a
What is the relationship between mass customisation and rapid product development
A catering company prepared and served 300 meals at an anniversary celebration last week using eight workers. The week before, six workers prepared and served 20 meals at a weedin
Google, the company with the mission to make the worlds information universally accessible has come under fire with its re-launch of Google-China. It seems that the lure of the sec
how performance cycle variance can be controlled?
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