Each day, a FedEx competitor processes approximately 85,000 shipments. Suppose that they use the same Service Quality
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Complaints reopened: 125
Damaged packages: 18
International: 102
Invoice adjustments: 282
Late pickup stops: 209
Lost packages: 2
Missed proof of delivery: 26
Right date late: 751
Traces: 115
Wrong day late: 15
Compute the Service Quality Indicator by finding the weighted sum of errors as a percentage of total shipments. How might such an index be used in other organizations such as a hotel or automobile service facility?
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OM operations management
ISBN: 978-1285451374
5th edition
Authors: David Alan Collier, James R. Evans
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