Each day, FedEx processes approximately 85,000 shipments. Suppose that FedEx identified the following numbers of errors during
Question:
Complaints reopened: 143
Damaged packages: 18
International: 96
Invoice adjustments: 282
Late pickup stops: 409
Lost packages: 2
Missed proof of delivery: 76
Right date late: 751
Traces: 42
Wrong day late: 28
Compute the Service Quality Indicator by finding the weighted sum of errors as a percentage of total shipments and subtracting from 100%. How might such an index be used in other organizations such as a hotel or automobile service facility?
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Related Book For 
OM4 operations management
ISBN: 978-1133372424
4th edition
Authors: David Alan Collier, James R. Evans
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