Please note that this is a GROUP Assignment that you will be working on with your PROJECT GROUP. The Project Groups for the course have been preassigned $--$ you can find your group by clicking on the 'People" tab on the left.

This assignment asks you to apply what you have learned about process analysis and quality control techniques to the Gati Case. You should begin working on this assignment during Module $4,$ although to allow flexibility in coordinating time to work across your group the assignment is not due the end of Module $5.$ Before the first meeting with your group, be sure to have carefully read the Gati case, as well as the other assigned readings for Module $4,$ and watched the case overview video.

Your group has been hired by Sudhir Murarka to assess and improve the quality of Gati's newly introduced Premium Express Delivery process. Sudhir is concerned with the number of customer complaints that have come in over the past $20$ weeks. He would like to establish a more intentional way to manage this process and ensure it meets customer expectations. Your assignment is to provide Sudhir with a set of meaningful and well justified recommendations based on analysis of data provided in the Gati case.

Questions to consider in your analysis:

$(1)$ What is the "voice of the customer" for this Premium Express Delivery service? More broadly, what are the "order winners" that Gati should focus on for this service?

$(2)$ How is the Premium Express Delivery process currently designed? Provide a Process Flow Diagram to help illustrate the current state. This can also be helpful in generating potential ideas for improvement.

$(3)$ Is the process stable or getting worse? In particular, does the proportion of customer complaints appear to be $"$in control"? Develop a p$-$chart for the proportion of complaints to help answer this question, including initial upper and lower control limits $($UCL and LCL$)$ calculated based on the initial $20$ weeks of data contained in Exhibit $1.$

$(4)$ What are possible causes of the customer complaints? Provide a Cause$-$and$-$Effect Diagram to organize possiblilities. Also, just focusing on the causes mentioned in Exhibit $2,$ provide a Pareto chart to illustrate possible take$-$aways from this survey data.

$(5)$ Beside customer complaints, Sudhir would like to begin more closely tracking actual delivery time. What do you recommend as reasonable upper and lower specification limits $($USL and LSL$)$ to set for this measure? Note that there is not one "right" answer here $-$ it will depend on your interpretation of customer expectations. Sudhir mentioned $($see page $6$ of case$)$ that delivery times over the past week were on average $38\mathrm{.}5$ hours with a standard deviation of $7\mathrm{.}8$ hours. Based on this estimate, does it appear that the process is currently capable of meeting your recommended specifications? Compute Cp and Cpk indices to back up your claims.

Once your team has completed this analysis, summarize your results in the form of a memo to Sudhir. The memo should provide insight into the current state of the process and offer well justified recommendations for futher improvement. This includes recommendations on what additional information should be collected for any additional root cause analysis or as part of future quality monitoring.

The memo should be at most $3$ pages $($using the equivalent of $11$ point Times New Roman font and double spacing$)$ of main text. Support materials, including the requested process flow diagram, p$-$chart, cause$-$and$-$effect diagram, Pareto chart, and explanations of any calculations that are not obvious, should be placed in the Appendix and will not count toward your $3$ page limit$.$ You are also welcome to add other figures or tables to the Appendix that help communicate your recommendations. Items in the Appendix should be referenced within the text so Sudhir can easily navigate the document and find what he needs.