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

Exercise 35

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.
Deuce Printing Company realized that they were losing customers and orders due to various delays and errors. In order to get to the root cause of the problem, they decided to track problems that might be contributing to customer dissatisfaction. The list of the problems provided in worksheet Prob. 9-16 shows their frequencies of occurrence over a six-month period. What technique might you use to graphically show the causes of customer dissatisfaction? What recommendations could you make to reduce errors and increase customer satisfaction?