Each day, a FedEx competitor processes approximately 70,000 shipments. Suppose that they use the same Service Quality
Question:
Each day, a FedEx competitor processes approximately 70,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers of errors during a 5-day week (see the "FedEx: Measuring Service Performance" box). These values are hypothetical and do not reflect any real company's actual performance.
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?
Step by Step Answer:
Fed EX Problem Number of ShipmentsDay 70000 Total Number of Shipments 350000 Over 5 Days Percent ...View the full answer
OM6 operations supply chain management
ISBN: 978-1305664791
6th edition
Authors: David Alan Collier, James R. Evans
