In 1985, a company called In-Process Technology was set up to produce and sell a thermal oxidation process that could be used to reduce industrial pollution. The initial investors acquired the rights to technology developed at the U.S. Department of Energy’s Lawrence Livermore National Laboratory to more efficiently convert energy in burners, process heaters, and others. For several years, the company performed dismally and by 1991 was only earning $264,000 annually.

Discussion

1. Thermatrix has grown and flourished because of its good customer relationships, which include partnering, delivering a quality product on time, and listening to the customer’s needs. Suppose company management wants to formally measure customer satisfaction at least once a year and develops a brief survey that includes the following four questions. Suppose 115 customers participated in this survey with the results shown. Use techniques presented in this chapter to analyze the data to estimate population responses to these questions.

2. Now suppose Thermatrix officers want to ascertain employee satisfaction with the company. They randomly sample nine employees and ask them to complete a satisfaction survey under the supervision of an independent testing organization. As part of this survey, employees are asked to respond to questions by providing a score from 0 to 50 along a continuous scale where 0 denotes no satisfaction and 50 denotes the upmost satisfaction. Assume that the data are normally distributed in the population.

The questions and the results of the survey are shown in the next column. Analyze the results by using techniques from thischapter.

Yes No Question 1. In general, were deliveries on time? 2. Were the contact people at 63 52 Thermatrix helpful and courteous? your company? to other companies? 86 101 105 29 14 10 3. Was the pricing structure fair to 4. Would you recommend Thermatrix Standard Mean Deviation Question 1. Are you treated fairly as an 2. Has the company given you employee? 37.9 8.6 the training you need to do the job adequately? 27.4 12.7 3. Does management seriously consider your input in making decisions about production? environment acceptable? work adequate and fair? 41.8 33.4 39.5 6.3 4. Is your physical work 5. Is the compensation for your 2.1