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Chapter 2: Q13OQ (page 312)

Question: A customer call center is evaluating customer satisfaction surveys to identify the most prevalent quality problems in their process. Specific customer complaints have been analyzed and grouped into eight different categories. Every instance of a complaint adds to the count in its category. Which six sigma analytical tool would be most helpful to management here?

Short Answer

Expert verified

Answer

Pareto charts display the information's ordered frequency analysis. These charts are frequently used to determine which aspects of process enhancement to prioritize initially.

Step by step solution

01

Pareto charts

Six Sigma analytic instruments have been utilized in standard quality enhancement projects for many decades. The incorporation of these technologies in a corporate-wide administration framework is what separates their applicability to Six Sigma. Design patterns, cycle graphs, Pareto diagrams, descriptive statistics, causation charts, as well as flowcharts are instruments that are used in all quality activities.

02

Pareto charts

The Pareto chart, I feel, is the most valuable six-sigma analysis instrument. A Pareto chart is a graphic representation of the relative value of discrepancies across sets of information.

It identifies the causes of issues as well as deficiencies in a system, examines the cause by evaluating particular client grievances, assists in determining why there are so numerous client complaints as well as difficulties, as well as guides how to convey the difficulties as well as considerations to others.

As per the Pareto principle, 20 percent of the reasons contribute to 80 percent of the effects. As a result, one must strive to identify the 20 percent of fault categories that contribute to 80 percent including all errors.

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Most popular questions from this chapter

Question:An enterprising student has set up an internship clearinghouse for business students. Each student who uses the service fills out a form and lists up to 10 companies that he or she would like to have contacted. The clearinghouse has a choice of two methods to use for processing the forms. The traditional method requires about 20 minutes to review the form and arrange the information in the proper order for processing. Once this setup is done, it takes only two minutes per company requested to complete the processing. The other alternative uses an optical scan/retrieve system, which takes only a minute to prepare but requires five minutes per company for completing the processing. If it costs about the same amount per minute for processing with either of the two methods, when should each be used?

Wally鈥檚 Widget Warehouse takes orders from 7 a.m. to 7 p.m. The manager wants to analyze the process and has provided the process flow diagram shown below. There are three steps required to ship a customer order. The first step is to take the order from a customer. The second step is to pick the order for the customer, and then they have to pack the order ready for shipping. Wally promises that every order placed today gets shipped tomorrow. That means that the picking and packing operations must finish all orders before they go home.

Wally wants to figure out the following.

a. What is the current maximum output of the process assuming that no one works overtime?

b. How long will the picking and packing operations have to work if we have a day where the order taker works at his maximum capacity?

c. Given b, what is the maximum number of orders waiting to be picked?

d. Given b, what is the maximum number of orders waiting to be packed?

e. If we double the packing capacity (from 60 to 120 orders per hour), what impact does this have on your answers in parts (b), (c), and (d)?

Question:A processor makes two components, A and B, which are then packaged together as the final product (each product sold contains one A and one B). The processor can do only components at a time: Either it can make As or it can make Bs. There is a setup time when switching from A to B. Current plans are to make 100 units of component A, then 100 units of component B, then 100 units of component A, then 100 units of component B, and so forth, where the setup and run times for each component are given below.

Component Setup/Changeover Time Run Time/Unit

A 5 minutes 0.2 minute

B 10 minutes 0.1 minute

Assume the packaging of the two components is totally automated and takes only two seconds per unit of the final product. This packaging time is small enough that you can ignore it. What is the average hourly output, in terms of the number of units of the packaged product (which includes one component A and one component B)?

What is a customer order decoupling point? Why is it important?

L. Winston Martin (an allergist) has an excellent system for handling his regular patients who come in just for allergy injections. Patients arrive for injection and fill out a name slip, which is then placed in an open slot that passes into another room staffed by one or two nurses. The special injections for a patient are prepared, and the patient is called through a speaker system into the room to receive the injection. At certain times during the day, patient load drops, and only one nurse is needed to administer the injections. Let鈥檚 focus on the simpler case of the two鈥攏amely when there is one nurse. Also, assume that patients arrive in a Poisson fashion and the service rate of the nurse is exponentially distributed. During this slower period, patients arrive with an inter-arrival time of approximately three minutes. It takes the nurse an average of two minutes to prepare the patients鈥� serum and administer the injection.

a.What is the average number you would expect to see in Dr. Martin鈥檚 facilities?

b.How long would it take for a patient to arrive, get an injection, and leave?

c.What is the probability that there will be three or more patients on the premises?

d.What is the utilization of the nurse?

e.Assume three nurses are available. Each takes an average of two minutes to prepare the patients鈥� serum and administer the injection. What is the average total time of a patient in the system?
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