The Cause-and-Effect diagram (commonly known as the fishbone diagram) is a schematic technique often used to locate
Question:
The Cause-and-Effect diagram (commonly known as the fishbone diagram) is a schematic technique often used to locate problems relating to quality. A higher education
provider has experienced an increase in customer complaints. As the Operations Manager, identify the elements of the problems relating to the scenario and the nature of the customer complaints and then develop an action plan on how you would resolve these complaints (the diagram is not required). (10)
2.2 The Operations manager of a local brewery has received the following complaints:
Nature of complaint | Frequency of complaints
|
Staff rude | 35 |
Trucks dirty | 20 |
Delayed deliveries | 65 |
Incorrect account balances | 12 |
Broken crates | 5 |
Difficulty in placing orders | 40 |
Required:
2.2.1 Construct a Check Sheet for the above data. (10)
2.2.2 Recommend a course of action to reduce or eliminate customer complaints. (5)
Question 3:
3.1 Process charts use symbols, time and distance to provide an objective and structured way to record and analyze activities that make up a process. Using the table below which contains a list of activities, time and distance, construct a process chart. (15)
Process Description: | Distance In Meters: | Time in minutes: | |
1 | Enter building and move to enquiry counter | 15 | 23 |
2 | Wait in queue | 45 | |
3 | Make enquiries | 5 | |
4 | Collect forms | 20 | |
5 | Complete forms & check if correct | 20 | 10 |
6 | Go to counter 7 queue | 30 | 5 |
7 | Wait in queue | 40 | |
8 | Hand form to attendant | 1 | |
9 | Attendant captures information onto computer | 5 | |
10 | Document is printed and reference number inserted | 3 | |
11 | Check spelling of name, address & contact numbers on document
| 4 | |
12 | Move to cashiers | 20 | 5 |
13 | Wait in queue | 60 | |
14 | Pay cashier | 5 | |
15 | Collect receipt, check & put into wallet | 3 | |
16 | Exit building | 10 | 2 |
The following symbols will assist you in completing this form:
О Operation
→ Transport
□ Inspection
D Delay
Storage
3.2 Analyse your completed process chart and recommend an improvement plan. (10)
QUESTION 4:
You have recently been appointed as the Project Manager for the distribution of the COVID 19 vaccines in your province. The Premier has requested you to develop a roll out plan. For this project draw up:
4.1 A Gantt Chart (show a minimum of 10 activities). (1 0) (Indicate the activity with an X)
4.2 A Work Breakdown Structure (with a minimum of 3 levels) - must use text-based method
Management Accounting Information for Decision-Making and Strategy Execution
ISBN: 978-0137024971
6th Edition
Authors: Anthony A. Atkinson, Robert S. Kaplan, Ella Mae Matsumura, S. Mark Young