Project #14423 - Operation Management Projects

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Problem 23

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 fathering 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

 

23.A: Use MS Excel to draw a bar chart and a Pareto chart to identify the significant service problems.

23.B: 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.    

 

 

 

 

 

 

 

 

 

 

Problem 24

Oregon Fiber Board makes roof liners for the automotive industry. The manufacturing manager is concerned about product quality. She suspects that one particular failure, tears in the fabric, is related to production-run size. An assistant gathers the following data from production records:

Run                        Size                        Failures (%)                       

1                              1,000                     3.5                                         

2                              4,100                     3.8         

3                              2,000                     5.5                                                                         

4                              6,000                     1.9                                         

5                              6,800                     2.0

6                              3,000                     3.2

7                              2,000                     3.8

8                              1,200                     4.2

9                              5,000                     3.8

10                           3,800                     3.0

11                           6,500                     1.5

12                           1,000                     5.5

13                           7,000                     1.0

14                           3,000                     4.5

15                           2,200                     4.2

16                           1,800                     6.0

17                           5,400                     2.0

18                           5,800                     2.0

19                           1,000                     6.2

20                           1,500                     7.0                                                                                                                                                                         

24.A: Draw a scatter diagram for these data.

24.B: Does there appear to be a relationship between run size and percent failures? What implications does this data have for Oregon Fiber Board’s business?

Subject Mathematics
Due By (Pacific Time) 10/13/2013 03:00 pm
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