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  • Barbonio, Nicole - QUIZ 3 CBMEC

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    The document provides data on complaints from guests at the Hard Rock Hotel in Bali during October. It then presents this data in a Pareto chart and explains the analysis. The most common complaint was about room service, which accounted for 72% of complaints. Check-in delays and pool hours each accounted for less than 20% of complaints. The document also provides a list of 16 issues that led to incorrect jam formulations at a manufacturing plant. It presents these issues categorized using a fishbone diagram according to the "Four Ms" - Materials, Machines, Methods, and Manpower. Addressing problems in these four areas can help reduce breakdowns. Learning from past errors can help identify their sources and possibly avoid future

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    The document provides data on complaints from guests at the Hard Rock Hotel in Bali during October. It then presents this data in a Pareto chart and explains the analysis. The most common complaint was about room service, which accounted for 72% of complaints. Check-in delays and pool hours each accounted for less than 20% of complaints. The document also provides a list of 16 issues that led to incorrect jam formulations at a manufacturing plant. It presents these issues categorized using a fishbone diagram according to the "Four Ms" - Materials, Machines, Methods, and Manpower. Addressing problems in these four areas can help reduce breakdowns. Learning from past errors can help identify their sources and possibly avoid future

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    7 views3 pages

    Barbonio, Nicole - QUIZ 3 CBMEC

    Uploaded by

    Ncb moonton
    The document provides data on complaints from guests at the Hard Rock Hotel in Bali during October. It then presents this data in a Pareto chart and explains the analysis. The most common complaint was about room service, which accounted for 72% of complaints. Check-in delays and pool hours each accounted for less than 20% of complaints. The document also provides a list of 16 issues that led to incorrect jam formulations at a manufacturing plant. It presents these issues categorized using a fishbone diagram according to the "Four Ms" - Materials, Machines, Methods, and Manpower. Addressing problems in these four areas can help reduce breakdowns. Learning from past errors can help identify their sources and possibly avoid future

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    of 3

    QUIZ 3

    Barbonio, Nicole C.
    CBMEC Operation Management

    1. The Hard Rock Hotel in Bali has just collected the data from 75 complaint calls to the
    general manager during the month of October. The manager wants to prepare an analysis
    of the complaints. The data provided are room services 54; check-in delays 12; hours the
    pool is open 4; minibar prices 3; miscellaneous

    Hotel Complaints No. of Cumulative Percentage


    Complaints/Frequency

    Room Service 54 72%

    Check-in delays 12 16%

    Pool Hours 4 5%

    Mini Bar Prices 3 4%

    Miscellaneous 2 3%
    2. Explain your analysis.

    The analysis of hotel complaints in the Hard Rock Hotel in Bali is depicted in
    the Pareto Chart above. According to the data, the most common complaint is room
    service (72 percent), followed by check-in delays (16 percent), hours the pool is open (5
    percent), Minibar Prices (4 percent), and Miscellaneous (3 percent). The complaints are
    based on the guest's experience.

    2. A list of 16 issues that led to incorrect formulations in Tuncey Bayrak’s jam


    manufacturing unit in New England is provided below:

    List of Issues
    1. Incorrect measurement 9. Variability in scale accuracy
    2. Antiquated scales 10. Equipment in disrepair
    3. Lack of clear instructions 11. Technician calculation off
    4. Damaged raw materials 12. Jars mislabeled
    5. Operator misreads display 13. Temperature controls off
    6. Inadequate cleanup 14. Incorrect weights
    7. Incorrect maintenance 15. Priority miscommunication
    8. Inadequate flow controls 16. Inadequate instructions

    Create a fish-bone diagram and categorize each of those issues correctly, using the “Four
    Ms” Method.

    “Four Ms” Method

    MATERIALS MACHINES METHODS MANPOWER

    Jars mislabeled Equipment in Lack of clear Operator misreads


    disrepair instructions display

    Incorrect weights Variability in scale Incorrect Inadequate cleanup


    accuracy maintenance

    Damaged raw Inadequate flow Priority Technician


    materials controls miscommunication calculation off

    Temperature controls Inadequate Incorrect


    off instructions measurement

    Antiquated scales
    By recovering equipment, fixing basic flaws, and preventing difficulties from
    recurring, the 4Ms framework helps to reduce breakdowns. Working together, the 4Ms
    assist the pillars in identifying and addressing vulnerabilities through restoration and
    prevention.

    Fishbone Diagram:

    As a result, I can conclude that there are numerous unexpected challenges that may result
    in product/service flaws or disparities. The organization may be able to avoid these problems if
    they make an effort to double-check all communications and presentations. However, learning
    from the “mistakes' ' will increase the ability to identify the source of those errors. It might even
    be able to avoid them in the first place.

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