Question

As a front-desk manager of a hotel, you received 29 customer complaints last week. A total of 428 quests stayed at the hotel for 7 days and had an average of 12 interactions with the front desk per day. What is the Sigma level?

A. At 3 Sigma

B. At 4 Sigma

C. Between 3 and 4 Sigma

D. Between 4 and 5 Sigma

Answer 1

The Sigma level for the hotel's front desk interactions, calculated using defects per million opportunities (DPMO) based on 29 complaints out of 35,856 opportunities, falls between 4 and 5 Sigma. Therefore, the answer is D. Between 4 and 5 Sigma.

Step-by-step explanation:

To calculate the Sigma level for the hotel's front desk interactions based on the given information, we need to understand the concept of Sigma levels in the context of a business or production process. Sigma levels indicate how often defects are likely to occur in a process. In this case, customer complaints are considered 'defects,' and customer interactions with the front desk are the 'opportunities' for defects to occur.

First, we need to calculate the total number of opportunities for defects, which is the number of guests multiplied by the number of interactions per guest per day and the number of days:

428 guests * 12 interactions/day * 7 days = 35,856 opportunities.

Since there were 29 complaints, the defects per million opportunities (DPMO) can be calculated as:

(29 defects / 35,856 opportunities) * 1,000,000 = 808.46 DPMO.

Using a DPMO to Sigma conversion table or calculator, we can find that a DPMO of 808.46 corresponds to a Sigma level between 4 and 5 Sigma.

Therefore, the answer is D. Between 4 and 5 Sigma.