Samsung Electronics Case Study

1. Create an affinity diagram from the complaints provided in Exhibit 1.

a.Of the 33 complaints, some will fit in only one category and some may fit in multiple categories.

b.Create as many categories as you need. If you end up with more than 15, you probably have too many

c.Use the Affinity Diagram template and the Samsung Introduction Slides (powerpoint) for Affinity diagrams and Pareto charts.

2.Create a Pareto Chart from the results of the affinity diagram.

3.What items (if any) need immediate attention?

4.What next steps would you recommend for the near term (4 to 8 weeks)?

5.What other insights (if any) can you offer?

Case: Samsung Electronics: Analyzing qualitative compliant data

Jack Beopple

Kellogg School Of Management