Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

Exercise 69

Note: Data for many of the problems in this chapter can be found in the Excel workbook C08Data.xlsx on the Student Companion Site. Click on the appropriate worksheet tab as noted in the problem (e.g., Prob. 8-6, etc.) to access the data.
A quality consultant was asked to analyze the data from order errors at the Audubon Books, Inc., distribution center as shown in the table in the worksheet Prob. 8-48 in the C08Data.xlsx file on the Student Companion Site for this chapter. The data represent a typical order processed in each month, and show the errors found in those orders. Any order can have errors due to a number of causes, e.g. wrong item, incorrect customer information, etc. Develop a run chart, a frequency histogram, and a u -chart for these data. What insights do you get from each chart? What would you advise the distribution center manager to do about the errors?