This is for Operation Management Application. It was indicated that for resolving the below questions the following books can be used:
*Memory Jogger II: Tools for Continuous Improvement and Effective Planning by M. Brassard and D. Ritter (Goal/QPC, 2010, ISBN-10: 1576811131)
*Process Quality (denoted as PQ on schedule shown on last page) by Center for the Advancement of Process Technology [CAPT] (Pearson-Prentice Hall, 2010; ISBN-10: 0137004095, ISBN-13: 978-0137004096)
Question 1. (a,b,c,d to be answered)
You are given the data shown below on a variety of air conditioning/heating system repair jobs done for Commercial and Residential customers of a local business, Climate System Repair Service (CSRS).
The data was gathered because the company’s owners were concerned that they might not have enough service reps trained to meet what they felt were the different types of customers’ needs.
Job Number
Problem/ Customer Type
Job Number
Problem/ Customer Type
Job Number
Problem/ Customer Type
301
F/R
315
F/C
329
O/C
302
O/R
316
O/C
330
N/R
303
N/C
317
W/C
331
N/R
304
N/R
318
N/R
332
W/R
305
W/C
319
O/C
333
O/R
306
N/R
320
F/R
334
O/C
307
F/R
321
F/R
335
N/R
308
N/C
322
O/R
336
W/R
309
W/R
323
F/R
337
O/C
310
N/R
324
N/C
338
O/R
311
N/R
325
F/R
339
F/R
312
F/C
326
O/R
340
N/R
313
N/R
327
W/C
341
O/C
314
W/C
328
O/C
 
 
Key:
Problem Type
Customer Type:
 
N =
Noisy
C =
Commercial customer
F =
Equip. Failure
R =
Residential customer
W =
Runs warm
 
 
 
O =
Odor
 
 
 
Decide which two quality control tools would be best to analyze the type of data you have. The quality control tools are:
1.Cause-and-effect diagram (also called Ishikawa or fishbone chart): Identifies many possible causes for an effect or problem and sorts ideas into useful categories.
2.Check sheet: A structured, prepared form for collecting and analyzing data; a generic tool that can…