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The manager of Antonio’s Pizza Parlor collects data concerning customer complaints about pizza delivery. Either the pizza arrives late, or the wrong pizza is delivered.
Customer Complaints
Problem Frequency
Topping is stuck to box lid 17
Pizza arrives late 35
Wrong topping or combination 9
Wrong style of crust 6
Wrong size 4
Pizza is partially eaten 3
Pizza never arrives 6
a. Use a Pareto chart to identify the delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures.
b. The manager of Antonio’s Pizza 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 1 week, the logs included the entries shown in the table below. Organize these causes into a cause-and-effect diagram.
Pizza Delivery Log
Log Entry
the 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
the kitchen was late in producing order
I got lost!
The order ticket was lost in production
I couldn’t read the address on the ticket and went to the wrong house.
Instructions:
Write a paper summarizing your results. Please use the case study format template. Please include appropriate Minitab graphs to support your answers. Please include appropriate Minitab charts and answers to the questions. Complete and submit the assignment by 05:00 PM CST Sunday.
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