Directions: This assignment is to be completed individually. Please type your responses and submit a Word file and supporting Excel file to the Assignments section of Scholar. Label the files Lastname_PS1. The Word file should contain answers to the questions, with copies of graphs, diagrams, etc. imbedded. The Excel file is for me to look at in support of your responses.
1. Express Air is plagued by inefficiencies and poor service. Below is a check sheet used to assimilate data from customer complaint forms and emails sent to customer service.
a. From the data given below and your general knowledge of airline operations, perform a preliminary analysis of the customer complaint data by applying any three of the QC tools listed. (This involves constructing graphs and diagrams and explaining them).
b. Suggest what additional information you would need to complete your analysis.
c. What kind of SPC chart should be used for delayed departures? Safety problems?
d. Which of the six sigma tools would be appropriate for the analysis? Explain.
e. From your preliminary analysis, a quality improvement team has been chartered to further explore the customer complaints. Describe how you would lead the group in following the DMAIC process to analyze the airline’s customer service.
The tools selected should be used sequentially to build upon each other, i.e. the results of one tool should lead to the use of the next tool. Do not try to display all of the information in one tool – make the displays easy to interpret. Graphical analysis is supposed to show data more clearly, not mask it. There is not enough data here to solve the problem or find the root cause of the problem. To that end, also suggest what additional data should be collected for your analysis.
Month
Lost Luggage
Delayed Departures
Safety Problems
Overbooked Flights
Other
Jan
10
20
6
10
10
Feb
10
30
0
10
0
March
30
50
6
20
30
April
20
40
4
0
20
May
30
70
6
30
0
June
40
80
5
20
10
July
30
60
6
10
20
Aug
40
90
0
30
0
Sept
30
70
6
10
20
Oct
50
110
7
30
0
Nov
40
100
4
40
20
Dec
60
120
6
50
0
QC tools: Run chart, Scatter diagram, Histogram (regroup data), Pareto chart, SPC chart, Fishbone diagram, Process flowchart
Six sigma tools: Cause & Effect Matrix, QFD, FMEA, t-test, Design of Experiments, SIOPC, Affinity Diagram, RACI Diagram, Kano Analysis
Most of these are described in your textbook. You may want to look for more information online. Good sources are: isixsigma (http://www.isixsigma.com/tools-templates/)
ASQ (http://asq.org/learn-about-quality/quality-tools.html).
2. The Road King Tire Company in Birmingham wants to monitor the quality of the tires it manufactures in its production process. Each day the company quality control manager takes a sample of 100 tires, tests them, and determines the number of defective tires. The results of 20 samples have been recorded as follows:
