Q3. Discuss, with the help of an example, how variability in product or process performance leads...

 

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Q3. Discuss, with the help of an example, how variability in product or process performance leads to customer dissatisfaction, even though the average performance is considered good. Further, how can a process in control still result in dissatisfied customers? You are a manager with nine employees reporting directly to you. (You have full span of control.) All nine employees have essentially the same responsibilities. They all have numerous opportunities to make mistakes (of various types) in their jobs, but only a small chance of making any one particular mistake at any one time. In the past year you have recorded the following number of mistakes for each employee. Assume that all mistakes are equally critical, so that you cannot distinguish between employees based on the type of mistake they make. Employee 1 2 3 4 5 6 7 8 No. of Mistakes 10. 15 11 5 9 17 22 11 12 10 It is time for evaluations and merit raise recommendations. Suggest an approach (you do not have to show any computations) to decide who to reward and who to penalize? Assume that the total number of transactions performed by each employee is the same during the year. Q3. Discuss, with the help of an example, how variability in product or process performance leads to customer dissatisfaction, even though the average performance is considered good. Further, how can a process in control still result in dissatisfied customers? You are a manager with nine employees reporting directly to you. (You have full span of control.) All nine employees have essentially the same responsibilities. They all have numerous opportunities to make mistakes (of various types) in their jobs, but only a small chance of making any one particular mistake at any one time. In the past year you have recorded the following number of mistakes for each employee. Assume that all mistakes are equally critical, so that you cannot distinguish between employees based on the type of mistake they make. Employee 1 2 3 4 5 6 7 8 No. of Mistakes 10. 15 11 5 9 17 22 11 12 10 It is time for evaluations and merit raise recommendations. Suggest an approach (you do not have to show any computations) to decide who to reward and who to penalize? Assume that the total number of transactions performed by each employee is the same during the year.

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Customer Dissatisfaction Due to Variability An Example Imagine a bakery known for its delicious cupcakes They boast an average wait time of 5 minutes However the wait time can vary significantly Somet... View the full answer