OPERATIONS MANAGEMENT

INDIVIDUAL ASSIGNMENT

SUBMITTED TO :
PROF. KESHAV KUMAR SHARMA

SUBMITTED BY:
NAME- AYUSHI KOHLI

JN23PGC015
 QUALITY TOOLS

1. CHECKSHEET

NOTES
Problems included:
1. Out of stock:
Out of stock
Items not found
2. Poor store upkeep:
Overcrowded
Temperature too hot/ too cold
Lack of safety near parking lot
Music problem
Slippery floor
Water on floor
Dirty windows
3. Wrong price:
Wrong price on item
Price not as advertise
4. Long waiting line:
Checkout lines too long
Checkout lines too slow
5. Cashier problem:
Rude staff
Cashier not helpful
6. Food problem:
Smelly products
Items not fresh
Items expired
Items taste bad
Items containing strange material
Defaulted items
7. Charged wrong:
Overcharged
Undercharged
Double charged
Triple charged
Charged for unpurchased item
8. Miscellaneous
Lost personal belongings
Parking problem
Items spoiled

2. PARETO CHART
 PARETO TABLE

Complaints Frequency Percentage Cumulative

Frequency
Out of Stock 70 38.04% 38%

Food Problem 26 14.13% 52%

Poor Store Upkeep 25 13.05% 65%

Charge Wrongly 22 11.9% 77%

Other 16 8.69% 86%

Long Queue 14 7.60% 94%

Wrong Price 6 3.2% 97%

Cashier Problem 5 2.7% 100%

3. RUN CHART

4. CAUSE AND EFFECT / FISHBOND DIAGRAM

Answer1
On analysing the complaints through run charts the following information
has been extracted:
In case of Out of Stock:

We observed a significant increase in complaints from Jul 13-20, but there has
been a decrease in complaints for the week of Jul 20-27.

In case of Poor store Keep up:

From July 13-20, there was improvement, but from July 20-27, there was an
increase in complaints.

In the case of Food Problems:

There is no increase or decrease in the number of complaints of food problem in

the last two weeks instead it is constant from the past 3 weeks.

In case of charged wrong:

 .

The downfall can be seen in the number of complaints of charged wrong issue
in the last two weeks.

Answer 2
As per the above analysis, the list of recommendations that will address the
issue of poor store keep-up are:

 Reduce stock: Avoid overstocking to prevent products from sitting on shelves for too
long. Negotiate shorter delivery schedules with suppliers.
 Monitor temperature: Maintain proper storage temperatures for different
products. Use thermometers and temperature-controlled units when necessary.
 Improve sanitation: Regularly clean and disinfect shelves, floors, and storage
areas. Ensure proper disposal of waste and spoiled products.
 Inventory management system: Implement a system to track expiry dates and
automatically alert you of approaching deadlines.
 Product testing: Regularly sample products to check for taste and quality
variations. Address any inconsistencies with suppliers.