Can someone help me to answer case question 1, 2, 3, 4 and 5 (last picture). Thank you.

hi.

Can u help me to answer Question 1, 3, 7, 9 and 10.

Tq

Case Study 2 CASE PROBLEM 3.5 BEHEHEHE perienced people who don't know what they're M e Shepard was traveling from Roanoke, Virginia, doing We're the hub hare Pittsburgh, sool of our to Nashville, Tennesson, through Presburgh on UsEost people are very experienced and are more efficient Airlines and had purchased on electronic ticket on the so we catch things like this. If your flight hod origh Girlie's Web When the checked in with an innoted here this would not have happened." In agen in Roon , she gove M e a boarding She offered Mike a quick me to indicate the con pose from one to Pittsburgh and second boord version was over, and Mike boorded his flight won ing pou for his connecting from burgh to dering if she was implying that he should have driven Nashville, Mike uses carryou bog, so he or to Pinburgh to cotch his flight rather than in Roonoke ceeded to the boarded his right on where he was very doomed from the stort me, and had on e burgh. Arriving On boord the flight was espected o g sandwich and went to there was no vole spore in the head the go where he word for high to Nose to bins to put his carryon bog. These wordeste boord. When began to boord Masood dictly approached Mike and word he he nearby she could go on the plane s soon as his would have to take and she would his w w olled from experience he knew that peobog and have had thigh to Noshe. The ple who boorded a f ight he could not find whole point of using coyon was so he would pace in the overhead bin for their conyon, and is not have to check through, so M acromed the appeared to be a Right When Mike handed his solded bog under the seat in front of him, which car to the ge ndant, she told him Lohim noro ch his legs out "I'm sorry , you can't board, your boarding pass Mike then asked the chandont for a low he is supposed to have a dat coupon attached. The has a bad back and he puts a pillow behind him for boarding pass does not verify that you have paid for support. However, the offendant informed him that your ticket they were short on pillows on this fight and there Me told her "The boarding pass was all I was were none available. Mike spent on uncomfortable given in Roanoke. Anyway, how do you think I got two hours flying to Nashville from Roanoke to Pittsburgh iFI didn't pay for my tid i n Nashville Mike picked up a car at the rental The Gendont showed Mike his boarding pas car agency, and when he opened his carry on to which clearly said, "Not valid without flight Coupon get his sunglasses he found that they were broken attached," and curly told him to see the attendant of from shoving his bog under the seat. The day was the gole desk and tell him he needed a ticket Mike bright and sunny so by the time he arrived at his dutifully did as he was told he walked to the desk hotel he had a headache from squinting, his legs 30 feet away and approached the atendant, who were cramped, and his back hurt. looked up of Mike. M e explained what had hap A her his visit in Nashville, Mike retroced his route pened and sold that the boarding post was all thetto Roanoke through Pittsburgh, which was never he had been given by the agent in Roone. The fullor him. However, her he had sed into his andant hold out his hand for Mike's boarding posset in Pisburgh for his right to Roonoks, three el and began working at his computer. Several minutes derly ladies go on. They sat down behind M e and passed and the ofendont returned the boarding they were obviously distressed. Aber appeared poss to Make with a copy of a ticket coupon stopled everyone had boorded, one of the ladies op to the boarding pos, never having spoken a single proached the Right cendent and explained that two word to Mike Mike joined the end of the line board of their friends who were traveling with them were not Ing the plane and was the lost to board. When he on the plane and could she the chandon check on handed the boarding pass and ticket to the gate of them. The Hight attendant said she would. After about tendant, she tore the coupon off and said, 15 minutes, it was obvious the fight had been de "Thank you, Mr. Shepard, you may board now," layed and was now running late when two more Mike sucked up his courage and asked the derly ladies boarded. One of the ladies was angry. attendant and the other was near Wars. As they sat down just "Why did this happen? What I originally gave behind Mike he overhead their conversation about you was what I got in Roanoke, so why was made what had happened, a story all too familiar to him to wait when it was the airline's faulte When one of the ladies handed her boarding pass to The attendant responded, "They just messed up the gate attendant, she was told that she should have down there in Roanoke. Half the time they hire inexon attached ticket coupon. She told the attendent that was all she had been given by the ticket en when he checked her bags when she arrived of the airport She told the gate standart odebe the was trying to snaak on board without paying The other lady said, "They were just plain rudel They acted like we were two oddled old ladies who had never Rown anywhere before and had some how lost the ticket or forgotten we had bought it in he first place. Why, we travel all the time! Her friend said, "I asked the gate lady how she thought we got that for without paying for a sicket they took our bags and there's security everywhere but she never did ontwer S he just told us to go to the desk at the gate and if we had paid for our ticket they would issue a coupon and we could board. Con you believe that 'If we had paid for our ticket The nerve of herl Oh I was so modi The plane then took off and arrived in Roeroka 15 minutes late the some 15 minutes that the flight was delayed in Pittsburgh because the two old ladies could not board Mike thought of a recent news on cle he had read that rated airlines according to on time flight, a key airline performance Indicator, and how the airlines had maintained their stories were low because of abnormoly bad weather conditons in the East during the past six months A d got home hawaiend, Vieho ottendant for USEast Here story and that of the two elderly lodes to bor house and was somewhat token abock by her d r esponse You dont understand Mike how hard it Weers v erwhelmed ice 9/11 With the Son of bu had to cut back and loy people and we don't have enough people to cover hing. We l ly been up against there's whole lot of I wish people would be more understanding about how much we have to do now and bec o me potent. And people aren't flying becene cared somebody laws when business is going to pick back up Mike decided not to pursue this conversation, but he did wonder to his people were not flying becouse by were scored or because of other reasons Assess the line's approach to quality and cus tomer con based on Mike's experiences on his pond consider the following questions 1 Case Questions: 1. In what ways does the airline appear deficient in its approach to quality? 2. What specific measures would you suggest the airline take to improve customer service? 3. Using the process of collecting boarding passes and tickets at the gate as a quality improvement project, explain how the steps of the Six Sigma could be applied 4. Identify some other quality problems that you have experienced travelling on airlines. 5. Construct a Fishbone Diagram for the problem of the "missing flight coupon" described in this case. (20 marks) on them. The ying because they w erd benother Mke we cont Wy gove you wot what Case Problem 3.5 USE Arines courge dhe p perl What original one who the theated attento the would rencontresondere m e e nce when ed up down me the what they're Me Shepard weg om one v r n through buchen Stal Afine and had purchased on electronice on the After about 15 minute word e t ad beled and we nowing when two more abode Oro telo ano and t wo new Amethin' to Buy and automer con buon Replace o deficient to gentinove Me a bon g e your hom we b hove on the coon Them e Once Nadchodowe Bew e d without Viac hot tea v e wango border ore word v oor The other lady sold they were on the re's shortcoming s el On boord he was ik wees oled Bewewewe e who had Do you the one could be another She could not specie de vo orvertown where before and shows artire to benchmark performance for the canyon and the opponed to be con one word will The keto fouten we had yes which t ot who wind W anded to the a pproached and womedim he would have the W o lheimer service company en he told m m OTY YOU cant benchmark for longo ge The pioneen too of ved in one 15 performance alcuno che ordinad or minutes to the same 15 minutes that the wo Smolen by verly you have paid for your ticket' Metoder the whole pont of a coon wo she would delayed og b e twood des mong mds you The boarding pa was alwagen Ponte v echarl e n Mhe could not bad Mke out of a recent be applied to non e Usten Anyway, how do you think I got from one wi th the intent he had read that w ing repub brond didn't pay for my be los t on e per Dane and created by provement promet serbe how the durid Mehboarding Methenowe we steps of the more ovuto COMO og andre tid dator for conditions the dung te pl ote shovcould be God & Anne Store on egoteskond ei he needed a ticket wewton hand how rre Mon como how the wood the two and ched when he and fact Wences where where ochrom O d powd and dort ed the boarding on who cowo e had to b don't have enough every we Cort bored degrom for the promote ODON to w hethode end of the boarding the one and wote bed when he had the boarding the other the forte con Thank you had you may Roone y on the w ond be more ofence And poster A d rene odborded when using the back ont and that h e decided not to convert the Case Study 2 CASE PROBLEM 3.5 BEHEHEHE perienced people who don't know what they're M e Shepard was traveling from Roanoke, Virginia, doing We're the hub hare Pittsburgh, sool of our to Nashville, Tennesson, through Presburgh on UsEost people are very experienced and are more efficient Airlines and had purchased on electronic ticket on the so we catch things like this. If your flight hod origh Girlie's Web When the checked in with an innoted here this would not have happened." In agen in Roon , she gove M e a boarding She offered Mike a quick me to indicate the con pose from one to Pittsburgh and second boord version was over, and Mike boorded his flight won ing pou for his connecting from burgh to dering if she was implying that he should have driven Nashville, Mike uses carryou bog, so he or to Pinburgh to cotch his flight rather than in Roonoke ceeded to the boarded his right on where he was very doomed from the stort me, and had on e burgh. Arriving On boord the flight was espected o g sandwich and went to there was no vole spore in the head the go where he word for high to Nose to bins to put his carryon bog. These wordeste boord. When began to boord Masood dictly approached Mike and word he he nearby she could go on the plane s soon as his would have to take and she would his w w olled from experience he knew that peobog and have had thigh to Noshe. The ple who boorded a f ight he could not find whole point of using coyon was so he would pace in the overhead bin for their conyon, and is not have to check through, so M acromed the appeared to be a Right When Mike handed his solded bog under the seat in front of him, which car to the ge ndant, she told him Lohim noro ch his legs out "I'm sorry , you can't board, your boarding pass Mike then asked the chandont for a low he is supposed to have a dat coupon attached. The has a bad back and he puts a pillow behind him for boarding pass does not verify that you have paid for support. However, the offendant informed him that your ticket they were short on pillows on this fight and there Me told her "The boarding pass was all I was were none available. Mike spent on uncomfortable given in Roanoke. Anyway, how do you think I got two hours flying to Nashville from Roanoke to Pittsburgh iFI didn't pay for my tid i n Nashville Mike picked up a car at the rental The Gendont showed Mike his boarding pas car agency, and when he opened his carry on to which clearly said, "Not valid without flight Coupon get his sunglasses he found that they were broken attached," and curly told him to see the attendant of from shoving his bog under the seat. The day was the gole desk and tell him he needed a ticket Mike bright and sunny so by the time he arrived at his dutifully did as he was told he walked to the desk hotel he had a headache from squinting, his legs 30 feet away and approached the atendant, who were cramped, and his back hurt. looked up of Mike. M e explained what had hap A her his visit in Nashville, Mike retroced his route pened and sold that the boarding post was all thetto Roanoke through Pittsburgh, which was never he had been given by the agent in Roone. The fullor him. However, her he had sed into his andant hold out his hand for Mike's boarding posset in Pisburgh for his right to Roonoks, three el and began working at his computer. Several minutes derly ladies go on. They sat down behind M e and passed and the ofendont returned the boarding they were obviously distressed. Aber appeared poss to Make with a copy of a ticket coupon stopled everyone had boorded, one of the ladies op to the boarding pos, never having spoken a single proached the Right cendent and explained that two word to Mike Mike joined the end of the line board of their friends who were traveling with them were not Ing the plane and was the lost to board. When he on the plane and could she the chandon check on handed the boarding pass and ticket to the gate of them. The Hight attendant said she would. After about tendant, she tore the coupon off and said, 15 minutes, it was obvious the fight had been de "Thank you, Mr. Shepard, you may board now," layed and was now running late when two more Mike sucked up his courage and asked the derly ladies boarded. One of the ladies was angry. attendant and the other was near Wars. As they sat down just "Why did this happen? What I originally gave behind Mike he overhead their conversation about you was what I got in Roanoke, so why was made what had happened, a story all too familiar to him to wait when it was the airline's faulte When one of the ladies handed her boarding pass to The attendant responded, "They just messed up the gate attendant, she was told that she should have down there in Roanoke. Half the time they hire inexon attached ticket coupon. She told the attendent that was all she had been given by the ticket en when he checked her bags when she arrived of the airport She told the gate standart odebe the was trying to snaak on board without paying The other lady said, "They were just plain rudel They acted like we were two oddled old ladies who had never Rown anywhere before and had some how lost the ticket or forgotten we had bought it in he first place. Why, we travel all the time! Her friend said, "I asked the gate lady how she thought we got that for without paying for a sicket they took our bags and there's security everywhere but she never did ontwer S he just told us to go to the desk at the gate and if we had paid for our ticket they would issue a coupon and we could board. Con you believe that 'If we had paid for our ticket The nerve of herl Oh I was so modi The plane then took off and arrived in Roeroka 15 minutes late the some 15 minutes that the flight was delayed in Pittsburgh because the two old ladies could not board Mike thought of a recent news on cle he had read that rated airlines according to on time flight, a key airline performance Indicator, and how the airlines had maintained their stories were low because of abnormoly bad weather conditons in the East during the past six months A d got home hawaiend, Vieho ottendant for USEast Here story and that of the two elderly lodes to bor house and was somewhat token abock by her d r esponse You dont understand Mike how hard it Weers v erwhelmed ice 9/11 With the Son of bu had to cut back and loy people and we don't have enough people to cover hing. We l ly been up against there's whole lot of I wish people would be more understanding about how much we have to do now and bec o me potent. And people aren't flying becene cared somebody laws when business is going to pick back up Mike decided not to pursue this conversation, but he did wonder to his people were not flying becouse by were scored or because of other reasons Assess the line's approach to quality and cus tomer con based on Mike's experiences on his pond consider the following questions 1 Case Questions: 1. In what ways does the airline appear deficient in its approach to quality? 2. What specific measures would you suggest the airline take to improve customer service? 3. Using the process of collecting boarding passes and tickets at the gate as a quality improvement project, explain how the steps of the Six Sigma could be applied 4. Identify some other quality problems that you have experienced travelling on airlines. 5. Construct a Fishbone Diagram for the problem of the "missing flight coupon" described in this case. (20 marks) on them. The ying because they w erd benother Mke we cont Wy gove you wot what Case Problem 3.5 USE Arines courge dhe p perl What original one who the theated attento the would rencontresondere m e e nce when ed up down me the what they're Me Shepard weg om one v r n through buchen Stal Afine and had purchased on electronice on the After about 15 minute word e t ad beled and we nowing when two more abode Oro telo ano and t wo new Amethin' to Buy and automer con buon Replace o deficient to gentinove Me a bon g e your hom we b hove on the coon Them e Once Nadchodowe Bew e d without Viac hot tea v e wango border ore word v oor The other lady sold they were on the re's shortcoming s el On boord he was ik wees oled Bewewewe e who had Do you the one could be another She could not specie de vo orvertown where before and shows artire to benchmark performance for the canyon and the opponed to be con one word will The keto fouten we had yes which t ot who wind W anded to the a pproached and womedim he would have the W o lheimer service company en he told m m OTY YOU cant benchmark for longo ge The pioneen too of ved in one 15 performance alcuno che ordinad or minutes to the same 15 minutes that the wo Smolen by verly you have paid for your ticket' Metoder the whole pont of a coon wo she would delayed og b e twood des mong mds you The boarding pa was alwagen Ponte v echarl e n Mhe could not bad Mke out of a recent be applied to non e Usten Anyway, how do you think I got from one wi th the intent he had read that w ing repub brond didn't pay for my be los t on e per Dane and created by provement promet serbe how the durid Mehboarding Methenowe we steps of the more ovuto COMO og andre tid dator for conditions the dung te pl ote shovcould be God & Anne Store on egoteskond ei he needed a ticket wewton hand how rre Mon como how the wood the two and ched when he and fact Wences where where ochrom O d powd and dort ed the boarding on who cowo e had to b don't have enough every we Cort bored degrom for the promote ODON to w hethode end of the boarding the one and wote bed when he had the boarding the other the forte con Thank you had you may Roone y on the w ond be more ofence And poster A d rene odborded when using the back ont and that h e decided not to convert the