Below is data taken from a survey from customers of a northeastern USA metropolitan airport: Comment Time
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Below is data taken from a survey from customers of a northeastern USA metropolitan airport:
Comment | Time of day | Comment | Time of day |
Parking a mess | 10:00am | Lines too long | 2:00pm |
Get more TSA access | 1:00pm | Food is terrible / overpriced | 2:15pm |
Everything is OK | 8:30am | Airport is dirty | 3:15pm |
Double parking attendants | 10:25am | Airport was nice and clean | 8:45am |
Lines too long | 11:30am | Major restaurant closed | 4:00pm |
Too crowded | 12:00pm | Parking was a nightmare | 2:00pm |
Food is good | 11:00am | I won't be back | 3:45pm |
No traffic control | 11:45am | Need more bathrooms | 1:20pm |
Great | 3:30pm | Nobody directing traffic | 10:30am |
Need more snacks bars | 1:00pm | Very nice place | 9:00am |
Security is slow | 8:30am | Food is gross | 1:00pm |
Parking is terrible | 11:45am | TSA X-Ray is slow | 3:15pm |
Bathrooms filthy | 1:35pm | Not enough TSA agents | 12:15pm |
Well done | 9:15am | Main TSA gate shutdown | 11:25am |
Unfriendly attendants | 4:30pm | Not worth the $ | 8:45am |
Expand parking lot | 2:00pm | Great place. Will come back | 5:30pm |
Hot dogs too expensive | 12:00pm | No place to park | 1:00pm |
Coffee cold | 10:30am | Bathrooms were a mess | 2:20pm |
Took an hour to park | 12:30pm | Not enough restaurants | 11:15am |
Prices too high | 8:30am | Security was very efficient | 10:00am |
No complaints | 8:45am | Parking was a piece of cake | 4:30pm |
- Define and demonstrate with tables or graphics each of the tools to 'generate ideas' based on the raw data above.
- Determine how to find the root cause your team will work on and explain why you chose that root cause using a Fishbone diagram.
- Determine what to do with the root cause data by developing a Total Quality Management (TQM) solution using one of the Six Sigma tools. Develop your TQM solution by building out the various tasks within each phase of the method you choose. Develop a PDCA (Plan, Do, Check, Act phases) and DMAIC table
Related Book For
Operations Management
ISBN: 978-0132687584
1st Canadian Edition
Authors: Jay Heizer, Barry Render, Paul Griffin
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