Discuss why, in general, determining what to measure and how to make measurements is more difficult in service processes and transactional businesses than in manufacturing.
Answer to relevant QuestionsSuppose that you want to improve the process of loading passengers onto an airplane. Would a discrete-event simulation model of this process be useful? What data would have to be collected to build this model? What are chance and assignable causes of variability? What part do they play in the operation and interpretation of a Shewhart control chart? What is meant by the statement that a process is in a state of statistical control? Construct a normal probability plot of the failure time data in Exercise 4.6. Does the assumption that failure time for this component is well modeled by a normal distribution seem reasonable? The tensile strength of a metal part is normally distributed with mean 40 lb and standard deviation 5 lb. If 50,000 parts are produced, how many would you expect to fail to meet a minimum specification limit of 35 lb ...
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