BIS 963 Operations management

Assignment 4 (Quality Management)

The Problem:
In order to study the level of quality of service in an auto service
facility in Giza, The OM collected the following data which represent
the complaints as raised by customers in three months. To assist
the OM of the facility, you are requested to perform a Pareto
analysis on the data and comment on the results obtained.
no Complaint January February March
1 Complaint 1 11 13 16
2 Complaint 2 32 15 7
3 Complaint 3 188 112 197
4 Complaint 4 15 23 18
5 Complaint 5 16 54 380
6 Complaint 6 198 123 181
7 Complaint 7 23 43 32
8 Complaint 8 154 132 241
9 Complaint 9 17 18 19
10 Complaint 10 15 14 13
11 Complaint 11 2 4 5
12 Complaint 12 12 8 3
13 Complaint 13 22 12 14
14 Complaint 14 20 32 6

Submission:
Write a report that should not be less than 2 pages (use figures
and graphs whenever necessary).
a) Send your report via Moodle Platform
b) Always list down the references you’ve used at the end of your
memo report.
c) Work alone. This is not a group assignment.
d) Always use the assignment form provided in the course web
site to submit your feedback.

Page | 1 © Copyright Prof. Dr. Aziz Ezzat ElSayed – BIS 936 Operations Management - Assignments