Provide a fishbone diagram for "quality problems" for the bed and breakfast inn. Analyze quality with the 4 Ms: materials, manpower, methods, machines.

1.Customer refunds because of unsatisfactory conditions

2.Re-cleaning rooms and facilities

3.Hiring employees with good references

4.Opportunity cost of lost revenue resulting from unhappy customers

5.Training of owners and employees

6.Responding to complaints about rooms and food

7.Good security

8.Failure to bill on a timely basis

9.Good reservation system

10.Re-inspection

11.Purchasing quality furniture

12.Restocking rooms with linens, glasses, etc.

13.Verifying accuracy of reservation and registration procedures

14.Inspecting rooms, facilities, building and grounds regularly

15.Responding to complaints about reservations

16.Emergency cleaning of rooms when not ready on time

17.Observing activities of employees

18.Testing furniture and fixtures

19.Taste testing food

Out-of-stock supplies