Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 38

Discuss what would be the most appropriate tool to use to attack each of these problems:
a. A copy machine suffers frequent paper jams and users are often confused as to how to fix the problem.
b. The publication team for an engineering department wants to improve the accuracy of its user documentation but is unsure of why documents aren't error-free.
c. A rental car agency is getting numerous complaints about the length of time that customers have to wait to obtain a car. They need to get a better handle on the factors that relate to the wait time.
d. A kitchen in a restaurant always seems to be getting orders mixed up and plated incorrectly.
e. A local zoo wants to understand where its guests come from in order to better target marketing efforts.
f. A contracting agency wants to investigate why they had so many changes in their contracts. They believe that the number of changes may be related to the dollar value of the original contract or the days between the request for proposal and the contract award.
g. A travel agency is interested in gaining a better understanding of how call volume varies by time of year in order to adjust staffing schedules.