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- Analysis of customer complaints at an e-commerce retailer revealed the following: Billing errors: 1,531 Shipping errors: 940 Electronic charge errors: 691 Shipping delays: 2,989 Packing errors: 1,758 The data has been sorted for your convenience. Calculate the percent of total complaints for each category of errors. Round your answers to two decimal places. Name Amount Percent of Total Shipping delays 2,989 % Packing errors 1,758 % Billing errors 1,531 % Shipping errors 940 % Electronic charge errors 691 % Use the Excel Pareto template to construct a Pareto chart and choose the correct Pareto diagram. The correct Pareto diagram is ___. __________________ account for the majority of customer complaints. If two of these root causes are fixed, ____________ of customer complaints will be solved.Customer Manufacturing Group (2010) Using Business Process Improvement Teams to Increase Customer Satisfaction and Improve Performance. A Customer Manufacturing Group Case Study [Online]. Available at: http://www.customermfg.com/wpfiles/csbpi.pdf (Links to an external site.) Question The case study from the Customer Manufacturing Group (2010) outlines the business process improvement that was undertaken within a company. Discuss what this case study demonstrates about how business process improvement should be taken within companies.Explain the procedures used to measure reliability of data
- Research Title: The Impact of Logistics and Supply Chain Management on Business Performance. explain the following Validity: Content Validity Construct Validity Criterion-related Validity Reliability: Internal Consistency Test-Retest Reliability Inter-rater Reliability Ethical consideration: Informed Consent Confidentiality Data Accuracy and Integrity Minimizing Harm Respect for Participants Beneficence Transparent Reporting Compliance with Ethical Guidelines Debriefing Data Dissemination Limitation and contribution of the study Limitations: Sampling Constraints Measurement Challenges Temporal Factors Causality and Correlation Contributions: Insights into Online Education Dynamics Informing Academic Support Services Future Research Pathways Decision-Making for Academic Policies Methodological ContributionsAnalyse the issues described below using root cause analysis techniques. A travel agency has recently lost several medium-sized and large corporate customers due to complaints about poor customer service. The management team of the travel agency decided to appoint a team of analysts to address this problem. The team gathered data by conducting interviews and surveys with current and past corporate customers and gathering customer feedback data that the travel agency has recorded over time. About 2% of customers complained about errors made in their bookings. On one occasion, a customer requested a change to a flight booking. The travel agent wrote an e-mail to the customer suggesting that the change had been made and attached a modified travel itinerary. However, it later turned out that the flight reservation system had not confirmed the modified booking. As a result, the customer was not allowed to board the flight, leading to a series of severe inconveniences for the customer.…In response to intensive foreign competition, the management of Florex Company has attempted over the past year to improve the quality of its products. A statistical process control system has been installed and other steps have been taken to decrease the amount of warranty and other field costs, which have been trending upward over the past several years. Costs relating to quality and quality control over the last two years are given below: Costs (in thousands) Last Year This Year Inspection $ 720 $ 909 Quality engineering $ 450 $ 765 Depreciation of test equipment $ 675 $ 270 Rework labor $ 1,080 $ 1,530 Statistical process control $ 0 $ 225 Cost of field servicing $ 1,350 $ 1,260 Supplies used in testing $ 45 $ 81 Systems development $ 720 $ 900 Warranty repairs $ 3,780 $ 1,620 Net cost of scrap $ 630 $ 1,170 Product testing $ 900 $ 1,800 Product recalls $ 3,150 $ 900 Disposal of defective products $ 810 $ 1,080 Sales have been flat over the…
- Is there any value in having the option of using an FMS?A team of undergraduate business students was asked to recommend improvement to the data entry process at the county appraiser’s office. The team identified several types of errors, such as posting an incorrect name or entering an incorrect parcel number. The deed abstractors were asked to keep a record of the errors in data entry that were sent to them. The following table is a frequency distribution of errors: Defect Total Posting error in name Posting error in parcel Property sold after tax bills were mailed Inappropriate call transfer (not part of deeds>mapping) Posting error in legal description>incompletelegal description Deeds received after tax bills printed Correspondence errors Miscellaneous errors 23 21 5 18 4 6 2 1 a. Construct a Pareto diagram of these defects in data entry.b. What recommendations would you suggest to the county appraiser?Each day, a FedEx competitor processes approximately 75,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following number of errors during a 5-day wee (see the "FedEx: Measuring Service Performance" box). These values are hypothetical and do not reflect any real company's actual performance. Description Complaints reopened Damaged packages International Weight Number of Errors 3 105 10 16 1 101 1 278 3 212 10 4 1 25 1 748 112 18 Invoice adjustments Late pickup stops Lost packages Missed proof of delivery Right date late Traces Wrong day late Compute the Service Quality Indicator by finding the weighted sum of errors as a percentage of total shipments. Do not round intermediate calculations. Round your answer to three decimal places. Service Quality Indicator (SQI): % 3 5
- Case of Wrong Leg Amputation In one of the most tragic surgical errors, 52-year-old Willie King was supposed to have a diseased leg amputated in 1995. Instead, the surgeon took the wrong one off. As in many wrong site surgerycases, there were a series of mistakes that led to the wrong leg be ing amputated. The incorrect leg was listed in a number of key places including the blackboard in the operating room, the hospital's computer system, and the operating room schedule. The staff had sterilized and prepped the wrong leg for surgery before the surgeon, Dr. Rolando Sanchez, appeared in the operating room. The doctor's defence later was that both legs were unhealthy and would have to be amputated in any event. He was fined $10,000 and received a six-month medical license suspension. The cases against the surgeon and hospital were settled for $1.15 million. A. Define a 'negligent ac t' and state its elements. B. Use of res ipsa loquitur in medical malpractice cases appears to have had the…Critically analyze and discuss Cost of Quality aspects with reference to Apple company. Evaluate and discuss / recommend cost of quality reporting system.The following table lists all costs of quality incurred by Kate's shop last year. Annual inspection costs 247000 Annual cost of scrap materials 456000 Annual rework cost 204679 Annual cost of quality training 626000 Annual warranty cost 1886000 Annual testing cost 664000 What was Kate's appraisal cost for quality last year?