Answer all questions Preamble: Eddys Pizza (EP) has designed their pitza delivery turnaround time to have a mean of thirty (30) minutes with a standard deviation of two (2) minutes. It has come to the attention of the management of EP that sales keep reducing. Data from customer satisfaction rating show that customer expectation in terms of turnaround time for pitza delivery is not fully met. This has led to a reduction in revenue leading to delays in the payment of staff. Management has attempted to address the problem by organizing refresher courses for staff on customer service and employing a strict supervisor for the delivery staff. This strategy has not worked as sales keep dwindling. The management of EP has been hinted that a quality management expert can help address the problem by finding a lasting solution to the undue delays in pitza delivery. You have been awarded the contract to help EP address this problem. You have decided to apply six sigma methodology to solve the problem. So you study their pitza delivery processes and collect data on delivery turnaround time. Table 1 shows the daily average pitza delivery turnaround time at EP over a period of one (1) month. Table 1: Average turnaround time on for one month (In minutes) Week Monday Tuesday Wednesday Thursday Friday Saturday Sunday 1 35 40 38 35 59 42 41 2 34 39 39 37 60 39 36 3 33 38 40 38 41 38 35 4 32 37 36 49 42 37 30 Questions a. As part of the steps you will take to address the problem at EP, you are expected to determine if their processes over the one month period are capable or not. (20 marks) b. Compute the sigma level of the existing pitza delivery process to establish a performance base line assuming delay as the sole opportunity of error. (20 marks) Table 2: Sigma Level VS DPMO Sigma () Level DPMO 1 690,000 2 308,000 3 66,800 4 6,210 5 320 6 3.4 c. Show how you will go about addressing EPs problem by applying relevant quality tools to: i. Identify the root causes of the problem. (20 marks) ii. Propose at least three (3) sustainable improvement measures and show how you will select one improvement measure to be used for piloting the improvement. (20 marks) iii. After piloting, what steps will you take to ensure the improvement measures are sustained. (20 marks) Note: State all your assumptions clearly and all diagrams sketched.