Operation management project

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nfzn1989

Business Finance

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I have this 10 pages project and I need it to be done professionally. It worth's 10% from the total grade.

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20140327021423quick_change_case_v6____new_dmc__march_2014.docx 

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[Type a quote from the document or the summary of an interesting point. You can position the text box Quick Change Shoppe – TQM attoWork anywhere in the document. Use the DrawingTools Tools tab change the formatting of the pull quote text box.] Quick Change Shoppe is a regional chain of oil Based on the information from those initial change service centers located in the tri-state analysis tools, prepare a cause-and-effect area. Ken Miller is the manager of their flagship diagram (a.k. fishbone diagram or Ishikawa location in Fallsbrook Junction. Ken is diagram) for the largest category of complaints. concerned about the number of complaints registered at his location. Complaints come in the form of “opportunities for improvement” listed by customers on the comment card they receive when their service is complete. In order to better understand the substance of the complaints, Ken has asked you (as an outside consultant) to analyze the individual complaints received over the past four weeks. Based on the raw data that he has provided from the comment cards, prepare a check sheet, a Pareto diagram and appropriate run charts. Prepare a prioritized list of 3-5 specific recommendations that will improve the customer experience at Quick Change Shoppes. Based on the recommendations, provide target values for the categories. Prepare your response to Mr. Miller in the form of a Cover Letter and Report, using MS Word with the appropriate Excel and/or PowerPoint objects. Tables/Charts must be either inserted in the text, or clearly referenced and notated in the text and placed in Appendices, for easy reference to support your response. Remember, this is a professional document representing your company; submit it accordingly! Week of August 3 Invoice was wrong Bathroom not clean No windshield wipers Overcharged Waiting area too cold Nothing to read No coffee Price too high Waiting area dirty Credit card did not take Car was not vacuumed Too slow Waiting area was dirty Slow check out Seats are gross My windows were not clean Cashier did not take coupon Trash needed to be emptied Coupon not accepted Waiting area was hot Care windows were streaked Version 6 (dmc) Page 1 Week of August 10 Did not fix tail light Soda not cold TV was too loud Waiting area was too warm Cashier did not enter discount Did not like the music Coupon not taken Check out was slow No coffee cups TV had no sound Forgot my window sticker Technician was rude Check-in was slow Tech was not helpful Noisy Waiting area No wiper blades Too backed-up Check-in was slow Cashier was rude Coffee was cold Did not have my part in stock Floor was not clean Week of August 17 Out of my wiper blades Had to wait Clean the waiting room Invoice was wrong Cashier did not enter my coupon Teach asked too many questions Noisy waiting area Did not receive mail coupon Didn’t like music Coffee was cold Restroom was not clean TV sound was off TV was too loud Credit card would not scan Extra charges Soda machine was empty Slow checkout The wait Overcharged Price was too high Too backed up Empty the trash! No sugar for the coffee Week of August 24 My Windows were not clean Too slow No window sticker Car was not vacuumed Car was not clean Car was not ready in 10 minutes Could not process credit card Tech not helpful The wait Waiting area was cold Long wait Cashier as rude No paper towels Out of soda in machine Noisy waiting area No outside seats Seats in wait area torn No one answered the phone Price was wrong No newspaper Out of air fresheners Cashier gave wrong change Vacuuming not complete My filter was not in stock Version 6 (dmc) Page 2 EBTM 365 Scoring Rubric (50 points) Format and Exemplary (9-10 pts) Acceptable (5-8 pts) Developing (1-4 pts) ❑ Tone and style are appropriate ❑ Responses are clear ❑ Spelling and grammar are Business Writing and consistent for business (10 Points) communication and concise accurate ❑ Data tables are ❑ 12 pt font, 1 inch margins, inserted and/or and double spaced (letter proper location(s) and reference is referenced may be single spaced) clearly made in the text -OR- appropriately to Appendices are clearly referenced support the in the text and properly notated discussion ❑ Data table insertion is at the ❑ Submitted on time within the Appendices Check Sheet and ❑ Check Sheet and Pareto Charts ❑ Check Sheet and Pareto Chart clearly summarize the data and Pareto Charts are (10 Points) identify the priorities properly titled ❑ Pareto Chart included for “before” and “before/after” ❑ Charts are complete, accurate and labeled Run Charts ❑ Run Charts are accurately titled (10 points) and axis labeled ❑ Data are accurately represented in the ❑ Check Sheet and Pareto Charts are included ❑ 3-5 logical categories are identified ❑ “Before/After” Pareto Chart Check Sheet and includes historical and target Pareto Chart data ❑ Run chart data are ❑ Run charts for overall trend accurate and the and individual categories are scale consistent/ provided appropriate Cause-and-Effect ❑ Diagram includes 5 or more ❑ Diagram includes at Diagram sources of failures with 3-4 causes least 4 sources of (10 points) within each source failures and 2 causes ❑ Diagram reflects a clear ❑ Diagram is titled and identify sources of quality failures drawn correctly ❑ 5+ recommendations are provided (10 Points) ❑ Recommendations are feasible and clearly linked to the data analysis ❑ Recommendations include target data Version 6 (dmc) analysis within each source understanding of using the tool to Recommendation ❑ Diagram is included in the ❑ Recommendations ❑ 3 reasonable are clearly linked to recommendations are the data and analysis provided ❑ Implementing the recommendations is feasible Page 3
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Anonymous
This is great! Exactly what I wanted.

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