Question: Chapter 3 - Analysis - Measuring Service Performance Refer to FedEx: Measuring Service Performance (page 53 of the text) Each day a FedEx competitor processes

Chapter 3 - Analysis - Measuring Service Performance Refer to FedEx: Measuring Service Performance (page 53 of the text) Each day a FedEx competitor processes approximately 85,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers of errors during a five-day week. These values are hypothetical and do not reflect any real company's actual performance: o Complaints reopened: 125 Damaged packages: 18 International: 102 Invoice adjustments: 282 Late pickup stops: 209 Lost packages: 2 Missed proof of delivery: 26 o Right date but late: 751 Traces: 115 Wrong day and late: 15 o o o o o o o o o o Late pickup stops: 209 Lost packages: 2 o Missed proof of delivery: 26 Right date but late: 751 o Traces: 115 o Wrong day and late: 15 Start with the total number of shipments: 5 days in the week * 85,000 shipments per day = 425,000 shipments. Then follow a table such as the one listed below: Weight (from page 53) of errors Weighted Sum (Weight Errors) Complaints Reopened 3 125 375 10 18 180 1 102 1 282 Damaged Packages International Invoice Adjustments Late Pickup Stops Lost Packages Missed Proof of Delivery 3 209 10 2 1 26 Right Date Late 1 751 Traces 3 115 Wrong Day Late 15 Totals 1,645 Chapter 3 - Analysis - Measuring Service Performance Refer to FedEx: Measuring Service Performance (page 53 of the text) Each day a FedEx competitor processes approximately 85,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers of errors during a five-day week. These values are hypothetical and do not reflect any real company's actual performance: o Complaints reopened: 125 Damaged packages: 18 International: 102 Invoice adjustments: 282 Late pickup stops: 209 Lost packages: 2 Missed proof of delivery: 26 o Right date but late: 751 Traces: 115 Wrong day and late: 15 o o o o o o o o o o Late pickup stops: 209 Lost packages: 2 o Missed proof of delivery: 26 Right date but late: 751 o Traces: 115 o Wrong day and late: 15 Start with the total number of shipments: 5 days in the week * 85,000 shipments per day = 425,000 shipments. Then follow a table such as the one listed below: Weight (from page 53) of errors Weighted Sum (Weight Errors) Complaints Reopened 3 125 375 10 18 180 1 102 1 282 Damaged Packages International Invoice Adjustments Late Pickup Stops Lost Packages Missed Proof of Delivery 3 209 10 2 1 26 Right Date Late 1 751 Traces 3 115 Wrong Day Late 15 Totals 1,645

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