Question

Last year, the manager of the service department at East Woods Ford instituted a customer opinion program to find out how to improve service. One week after service on a vehicle was performed, an assistant would call the customer to find out whether the work had been done satisfactorily and how service could be improved. After one year of gath- ering data, the assistant discovered that the complaints could be grouped into the following five categories: Complaint Frequency Unfriendly atmosphere 5 Long wait for service 17 Price too high 20 Incorrect bill 8 Needed to return to correct problem 50 Total 100

a. Use OM Explorer to draw a bar chart and a pareto shart to identify the significant service problem.

Answer 1

To identify the significant service problem at East Woods Ford, we can use a bar chart and a Pareto chart.

Step-by-step explanation:

To identify the significant service problem at East Woods Ford, we can use a bar chart and a Pareto chart.

A bar chart will help us visualize the frequency of each type of complaint. We can represent each category on the x-axis and the frequency on the y-axis.

A Pareto chart will help us identify the most significant service problem by showing the cumulative percentage of complaints. We can order the categories from highest to lowest frequency and plot the cumulative percentage on the y-axis.