Question 1 (10 points):

Analyze the ‘Service Quality Gap Model’ in the case of a Budget Hotel (like Ramada Inn, etc.) and provide a detailed discussion regarding the possible gaps between the expected and the perceived service in the context of the Model.

Question 3 (5 points):

In finding a location for a new bank branch the eight sites listed in the table below have been rated on a 1–10 scale on four attributes. The weighting of each attribute is in parentheses in the column heading. What are the scores of each location? Which location should be selected?

Question 4 (10 points):

Consider the table below. This time, the historical profitability of eight locations is listed in the table. Devise a regression equation and predict the profitability of a new site, Ysard, which has a value of 6 on Office Space, 2 on Middle Class Population, 8 on Competition, and 1 on Visibility. (Show all calculations to receive partial credit).

Question 5 (15 points):

The state department of health is concerned about the lack of medical care in rural areas and a group of nine communities has been selected for a pilot program in which medical clinics will be opened to serve primary healthcare requirements. Any community can serve as a potential clinic site except for community 6, where the facilities are unavailable. The figure below exhibits a network identifying the communities as numbered circles, and the lines drawn between the sites indicating the travel distances in miles.

Assuming that each community will be required to be 25 miles at most from the nearest clinic, how many clinics would be needed and what would their possible locations be?  Provide all possible location solutions.. (Show all calculations to receive partial credit).

Question 6 (10 points):

In a call center, the waiting time for a customer is normally distributed with an average of 65 seconds and a variance of 25 seconds. Assuming that the probability of a customer waiting more than “X” seconds is 67.36%, determine, with the help of the normal distribution table, the value of X.

Question 7 (10 + 10 points):

Read the Clean Sweep Inc. Case (Case 6.1) on pages 144-146 in the textbook and answer the following question below:

Prepare an X- bar chart and R-chart for complaints, and plot the average complaints per building for each crew during the 9-month period.  Do the same for the performance ratings

Question 8 (15 points):

Determine the Process Capability Index of the three processes given below and determine whether the processes are capable or not.

 Process Mean Variance Lower Specification Limit Upper Specification Limit 1 7.5 0.01 7.0 8.0 2 4.6 0.0144 4.3 4.9 3 6.0 0.0196 5.5 6.7

Question 9 (10 points):

The Central Market Case (Case 7.4) on page 179-180 of the textbook.

 Subject General Due By (Pacific Time) 04/02/2013 05:00 pm
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