quality Management

QUESTION 6: (a) Name the Seven Quality Control tools. Why do you need them? (5 marks] (b) The manager of Pizza Hut collects data shown below concerning customer complaints about pizza delivery, Either the pizza arrives late, or the wrong pizza is delivered Table 2 Frequency 17 35 9 Problem Topping is stuck to box lid Pizza arrives late Wrong topping or combination Wrong style of crust Wrong size Pizza is partially eaten Pizza never arrives 6 4 3 6 The manager of Pizza Hut is attempting to understand the root causes of late pizza delivery and has asked each driver to keep a log of specific difficulties that create late deliveries. After one week, the logs included the following entries: delivery vehicle broke down; couldn't make it across town to deliver second pizza in time; couldn't deliver four pizzas to four different customers in time; kitchen was late in producing order, got lost: order ticket was lost in production couldn't read address on ticket; and went to wrong house. 00 Prepare a cause-and-effect diagram based on the "four Ms". [10 marks] (ii) What are the vital few" delivery problems. Comment on potential root causes of these problems and identify any especially bad act leading to quality failures. [10 marks] [Total = 25 marks]