MGT$434$X $$ Operations Management

Assignment $2\mathrm{.}1$ Hotel Complaints

A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if

these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a

consultant to correct the problem$($s$).$ A list of the major complaints by week for the last month is as

follows:

Complaint Number of Occurrences

Week $1$

Error on bill $10$

Room not ready at check$-$in $8$

Room service delivery late $3$

Long line at check$-$out $10$

Week $2$

Error on bill $12$

Noise in hallway $2$

Long line at check$-$out $5$

Room dirty $10$

Week $3$

Not enough towels in room $5$

Error on bill $7$

Room service delivery late $6$

Not enough close$-$up parking $2$

Week $4$

Room dirty $7$

Error on bill $9$

Room not ready at check$-$in $10$

Long line at check$-$in $9$

You have decided to use a few of the $$Tools of Quality$$ to present your finding to hotel management.

Prepare a report to management that includes the following:

$1.$ A check sheet of the complaints

$2.$ A Pareto chart

$3.$ Develop a Cause and Effect diagram $($fishbone$)$ for the most occurring complaint. Show

possible causes of the major defect in each category. Identify the four branches of the diagram

as follows: office staff, maintenance staff, hotel equipment, hotel technology

$4.$ Make a recommendation that will correct the major complaint

$5.$ All charts can be hand drawn