Description
Please, follow carefully the instructions on the attachment.
Unformatted Attachment Preview
3.2 Diagrams and Lean Thinking
Answer the following questions. Show detailed solutions.
1. The following data is collected from customer complaints about service problems at a hotel. Complaint
types are coded A-G. Use a spreadsheet to construct a Pareto chart for this data.
Categories
Frequency
A
5
B
9
C
22
D
5
E
18
F
9
G
7
2. In your own words explain principles of lean thinking. Use a logistics related example to show where
and how those concepts apply.
3. You are managing an order processing facility where employees pick the customer orders from the
warehouse, package, and deliver them to postal services. There are bar-code scanners and conveyors to
facilitate finding and moving items through the facility. Deliveries to each state are grouped together as
part of your deal with postal services for a lower rate. There are problems in order processing, including
orders filled with wrong items, orders with right items but the wrong number of some items, and finding
packages being shipped to the wrong state. Prepare a cause-and-effect diagram to show the causes of
these problems and explain your solution for each.
4. The following data is collected at a carpet production facility to show the number of flaws per 100 yards
of carpet:
sample #
1
2
3
4
5
6
7
8
9
10
flaws
7
5
0
10
12
5
9
4
6
2
Determine a proper control chart. Use a spreadsheet to calculate the upper and lower control limits for the
control chart and draw it. Suppose that the next carpet sample of 100 yards has 14 flaws. What can you
say about the process? (There are two parts to this problem. Be sure to develop the control chart for the
10 samples. Then develop a control chart with the 11th sample included.)
Instructor expects a graph like this;
Assigned Readings:
•
•
•
•
•
•
Coleman, H. (2008). Lean thinking. Electrical Wholesaling, 89(3), 63-64, 5. Retrieved from
http://ezproxy.bellevue.edu:80/login?auth==bb&url=https://search.proquest.com/docview/209776
373?accountid=28125
Turner, R., E. (1997). Cause-and-effect diagrams alone don’t tell the whole story. Quality
Progress, 30(1), 53-56. Retrieved from
http://ezproxy.bellevue.edu:80/login?auth=bb&url=https://search.proquest.com/docview/2145222
75?accountid=28125
Latzko, W. J. (2003). Which control chart do I use? Quality Congress. ASQ’s … Annual Quality
Congress Proceedings, 57, 547-555. Retrieved from
http://ezproxy.bellevue.edu:80/login?auth=bb&url=https://search.proquest.com/docview/2143883
63?accountid=28125
Gi-Du Kang, & James, J. (2004). Service quality dimensions: an examination of Gronroos’s
service quality model. Managing Service Quality, 14(4), 266-277. Retrieved from
http://ezproxy.bellevue.edu:80/login?auth=bb&url=https://search.proquest.com/docview/1980227
50?accountid=28125
Rodchua, S. (2009). Comparative analysis of quality costs and organization sizes in the
manufacturing environment. The Quality Management Journal, 16(2), 34-43. Retrieved from
http://ezproxy.bellevue.edu:80/login?auth=bb&url=https://search.proquest.com/docview/2135924
34?accountid=28125
Jostes, R. S., & Helms, M. M. (1994). Total productive maintenance and its link to total quality
management. Work Study, 43(7), 18. Retrieved from
•
•
•
•
http://ezproxy.bellevue.edu:80/login?auth=bb&url=https://search.proquest.com/docview/2183961
70?accountid=28125
Aswathappa, K., & Bhat, S. (2010). Chapters 7, 8, & 14. Production and operations management.
Himalaya Pub. House. Retrieved from
http://ezproxy.bellevue.edu:80/login?auth=bb&url=https://ebookcentral.proquest.com/lib/bellevueebooks/detail.action?docID=3011444
Kumar, S. A., & Suresh, N. (2009). Chapters 4 & 10. Operations management. New Delhi: New
Age International Publishers. Retrieved from
http://ezproxy.bellevue.edu/login?auth=bb&url=http://search.ebscohost.com/login.aspx?direct=tru
e&db=nlebk&AN=281510&site=eds-live&ebv=EB&ppid=pp_Cover
Kamauff, J. W. (2010). Chapters 4 & 5. Manager’s guide to operations management. New York:
McGraw-Hill Professional. Retrieved from
http://ezproxy.bellevue.edu/login?auth=bb&url=http://search.ebscohost.com/login.aspx?direct=tru
e&db=nlebk&AN=291390&site=eds-live&ebv=EB&ppid=pp_Cover
Brennan, L. L. (2011). Chapters 5 & 8. Operations management. New York: McGraw-Hill
Professional. Retrieved from
http://ezproxy.bellevue.edu:80/login?auth=bb&url=http://search.ebscohost.com/login.aspx?direct=
true&db=nlebk&AN=335767&site=ehost-live
Purchase answer to see full
attachment
