What is performance measures, Operation Management

Assignment Help:

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


Related Discussions:- What is performance measures

Define mass customization, Lands End will custom fit the Marinac jacket and...

Lands End will custom fit the Marinac jacket and make it with additional features, such as thumb loops, underarm ventilation slits, and a key clip, when you order from LandsEnd.com

Explain six sigma principles to health care organizations, Type two savings...

Type two savings are the least likely to occur when applying Six Sigma principles to health care organizations

Explain role of the small business administration, Analyze funding opportun...

Analyze funding opportunities for small businesses, including the role of the Small Business Administration (SBA). Then, evaluate the effectiveness of these funding opportunities i

Explain the major categories of information, Indicate the major categories ...

Indicate the major categories of information you would expect to find in a project review

Define frame relay is a technology that does noerror control, Frame relay i...

Frame relay is a technology that does no error control. If a frame arrives garbled, it is dropped and frame relay does not inform the transmitter. Is this a reasonable approach?

Explain characterize the bacterial and bacterial-like, Characterize the bac...

Characterize the bacterial and bacterial-like STIs, focusing on infectious agents and manifestations

Capacity planning and control , Analyse a given situation and select a capa...

Analyse a given situation and select a capacity planning and control approach

Explain the employer-sponsored sales process, Describe the employer-sponsor...

Describe the employer-sponsored sales process? What is the goal of this process once it is completed? Why is accreditation important?

Explain guidelines on discrimination because of religion, Inez Garcia was b...

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,

Write Your Message!

Captcha
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd