A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list and count of the major complaints by week for the last month is as follows:

Week 1

Error on bill 10

Room not ready at check-in 8

Room service delivery late 3

Long line at check-out 10

Week 2

Error on bill 12

Noise in hallway 2

Long line at check-out 5

Room dirty 10

Week 3

Not enough towels in room 5

Error on bill 7

Room service delivery late 6

Not enough close-up parking 2

Week 4

Room dirty 7

Error on bill 9

Room not ready at check-in 10

Long line at check-in 9

You have decided to use a few of the Tools of Quality to present your finding to hotel management. Prepare a report to management that includes the following:

1. A check sheet of the complaints

2. A Pareto chart

3. Develop a Cause-and-Effect diagram (fishbone) for the most occurring complaint. Show possible causes of the major defect in each category. Identify the four branches of the diagram as follows: office staff, maintenance staff, hotel equipment, hotel technology

4. Make a recommendation that will correct the major complaint

5. All charts can be hand drawn