Question 1 Categorize the quality problems in this case
Personnel
1. promised to call guest about the status of the job but never did.
2. caused guest to take several long trips to pick up the elevator car without offering a loaner car.
3. delivered car to customer with religious service problem not corrected.
Shop
1. fixed one problem, but and so created another.
2. gives body shop customer low priority in the repair shop.
3. could not repair car when promised.
Procedure
1. lacks coordination between departments.
2. has no one in charge, but rather, many employees atomic number 18 touch on with the customer.
3. involves ordering needed split late.
Product appearance
1. indicates that exterior parts are not replaced properly after job is completed.
2. reveals interior parts damaged by personnel.
3. dispositions car received a woeful wash job.
This categorization can be represented by a cause-and-effect diagram. There are two primary causes for these problems. First, worry has lost control of the very thing the company should go past in - customer service. No one is responsible for arrange problems within two departments. Second, the company lacks a quality subtlety; employees should pride themselves in solving problems for the customer.
An example of the lack of a quality culture is the actions of the employee who brought the car with obvious defects to the customer three times.
Question 2 what are the probable causes of so many mishaps
- peradventure somebody care littlely made mistake forgetting to recover the molding, time out the rearview mirror of the car, or carelessly forgetting to recover it.
- The car had already used for long time, May be has some voltage damages were not easy found out. The mechanical show the problems, maybe didnt find out before.
- Maybe there were less of requirements for reporting each process.
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