Last year, the manager of the service department at East Woods. Ford instituted a customer to find out whether the work had been done satisfactorily and how service could be improved. After a year of gathering data, the assistant discovered that the complaints could be grouped into the following five categories:
Complaints Frequency
Unfriendly atmosphere ............5
Long wait for service .............17
Price too high ................20
Incorrect bill .................8
Needed to return to correct problem ......50
Total 100
a. Draw a bar chart and a Pareto chart to identify trhe significant service problems.
b. Use a cause-and-effect diagram to identify potential causes of complaints.