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

Exercise 13

Note: Data sets for many problems in this chapter are available in the Excel workbook C09Data.xlsx on the Student Companion Site. Click the appropriate worksheet tab as noted in the problem ( e.g. Prob. 9-12, etc.) to access the data. We also recommend using the ASQ Learn about Quality Excel templates noted in this chapter to facilitate your solutions to appropriate problems.
The current process for fulfilling a room service request at the Luxmark hotel can be described as follows. After the tray is prepared at the room service station, the server proceeds to the room, knocks on the door, sets up the meal, has the customer sign the check, asks if anything else is needed, and then returns to the room service station.
a. Draw a flowchart that describes this process.
b. From the perspective of creating a high level of customer satisfaction from this experience, what improvements might you suggest to enhance this process? Think creatively!