Quick Change Shoppe - TOM Tools at Work Quick Change Shoppe is a regional chain of oil Based on the information from those initial change service centers located in the tri-state analysis tools, prepare a cause-and-effect area. Ken Miller is the manager of their flagship diagram (a.k. fishbone diagram or Ishikawa location in Fallsbrook Junction. Ken is diagram) for the largest category of complaints. concerned about the number of complaints Prepare a prioritized list of 3-5 specific registered at his location. Complaints come in recommendations that will improve the the form of "opportunities for improvement" customer experience at Quick Change Shoppes. listed by customers on the comment card they Based on the recommendations, provide target receive when their service is complete. values for the categories on the Pareto Chart. In order to better understand the substance of Prepare your response to Mr. Miller in the form the complaints, Ken has asked you to analyze of a single professional business document the individual complaints received over the past using MS Word with the appropriate Excel four weeks. Based on the raw data that he has and/or PowerPoint objects inserted in the text provided from the comment cards, prepare a for easy reference to support your response. check sheet, a Pareto diagram and appropriate run charts. Week of August 3 Invoice was wrong Bathroom not clean No windshield wipers Overcharged Waiting area too cold Nothing to read No coffee Price too high Waiting area dirty Credit card did not take Car was not vacuumed Too slow Waiting area was dirty Slow check out Seats are gross My windows were not clean Cashier did not take coupon Trash needed to be emptied Coupon not accepted Waiting area was hot Car windows were streakedWeek of August 10 Did not fix tail light Soda not cold TV was too loud Waiting area was too warm Cashier did not enter discount Did not like the music Coupon not taken Check out was slow No coffee cups TV had no sound Forgot my window sticker Technician was rude Check-in was slow Tech was not helpful Noisy waiting area No wiper blades Too backed-up Check-in was slow Cashier was rude Coffee was cold Did not have my part in stock Floor was not clean Week of August 17 Out of my wiper blades Had to wait Clean the waiting room Invoice was wrong Cashier did not enter my coupon Tech asked too many questions Noisy waiting area Did not receive mail coupon Didn't like music Coffee was cold Restroom was not clean TV sound was off TV was too loud Credit card would not scan Extra charges Soda machine was empty Slow checkout The wait Overcharged Price was too high Too backed up Empty the trash! No sugar for the coffee Week of August 24 My windows were not clean Too slow No window sticker Car was not vacuumed Car was not clean Car was not ready in 10 minutes Could not process credit card Tech not helpful The wait Waiting area was cold Long wait Cashier was rude No paper towels Out of soda in machine Noisy waiting area No outside seats Seats in wait area torn No one answered the phone Price was wrong No newspaper Out of air fresheners Cashier gave wrong change Vacuuming not complete My filter was not in stockEBTM 365 Scoring Rubric (50 Points) Exemplary (9-10 pts) Acceptable (5-8 pts] Developing (1-4 pts) Format and Tone and style are Responses are clear O Spelling and grammar Business Writing appropriate and and concise are accurate consistent for O Data tables are O 12 pt font and 1" (10 Points) business inserted appropriately margins communication. to support the 0 Submitted on time Data table insertion discussion is at the proper locations(s) and clear references are made in the text Check Sheet and Check Sheet and Check Sheet and Check Sheet and Pareto Pareto Chart Pareto Chart clearly Pareto Chart are Chart are included (10 Points) summarize the data properly titled 3-5 logical categories and identify the Data are accurately are identified priorities represented in the Pareto chart includes O Charts are Check Sheet and historical and target complete and Pareto Chart data accurate Run Charts Run charts are 0 Run chart data are 0 Run charts for the accurately titled accurate and the scale overall trend and (10 Points) and axis labeled consistent / individual categories appropriate are provided Cause-Effect Diagram includes Diagram includes at Diagram is included in Diagram more than 4 least 4 sources of the analysis sources of failures failures and 2 causes (10 Points) with 3-4 causes within each source within each source O Diagram reflects a clear understanding of using the tool to identify sources of quality failures Recommendation O 5 recommendations Recommendations 3 reasonable are provided are clearly linked to recommendations are (10 Points) O Recommendations the data and analysis provided are feasible and Implementing the clearly linked to the recommendations is data analysis feasible