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Tutorial Question: Managing Quality

1. Construct a cause-and-effect diagram showing why a student might be dissatisfied with the cafeteria
2. Pretend that you have just come from a relative's wedding reception. It didn't turn out as well as it should have, and the bride's parents are pretty mad at how things turned out. Construct a conventional cause-and-effect diagram. Identify twelve sources of defects for the issue "dissatisfied customer of wedding reception caterer."
3. In an effort to increase customer satisfaction, Adila has distributed survey card to customers to learn about their recent stays in her hotel. She is disappointed to learn that based on several hundred responses, the average rating is only 83 and that 12% of the respondents actually rated their experience as 1 or 2. Using a fishbone diagram, identify the possible causes for the low customer satisfaction. Armed with the information gathered from the fishbone diagram, suggest improvements aimed at increasing the customer satisfaction
4. Draw a process flow diagram depicting the activities involved in withdrawal money at ATM.