For this assignment, you will work again with Meghan Willoughby, Chief Purser. This assignment involves analyzing some of the data collected through our Quality Improvement Teams. While CII is concerned about quality in all aspects of its operations, there are six areas that seem to be critical in terms of customer satisfaction. Customers quickly become dissatisfied as a result of (1) mistakes made in their onboard accounts, (2) housekeeping issues (3) quality problems in the restaurants and bars, (4) problems associated with shore excursions, (5) problems with the entertainment, and (6) problems with the onboard shops. You will be using statistical process control techniques to analyze some data collected by the Quality Improvement Teams. This assignment will enhance your knowledge of the material in Chapter 6 of your textbook while preparing you for future assignments.

To access the Web site:
• Go to www.wiley.com/college/reid
• Click Student Companion Site
• Click Virtual Company
• Click Consulting Assignments
• Click Statistical Process Control at CII