Assignment Task:
Choose a specific Service operation that you are extremely familiar with. Identify ten (10) “problem areas” that dissatisfied customers are likely to be complaining about. In order to do that, you may use your own top ten pet peeves and set up your level of annoyance with each such issue by approximating the number of times you have noticed the “problem”. Then, you would consider the frequency of your [recollected] observations as the number of complaints that the shop would have recorded if they had conducted a survey with a large number of customers.
Example (this example and its contents may not be used for this assignment):
Taking the illustration discussed in the lecture to build a Pareto chart, assume that you are a regular customer of a neighborhood coffee shop and, over the years, you have developed the following list of annoyances with the service; the numbers in parentheses are the times that you believe you have been thinking of the specific problem:
• Espresso machine broken (5)
• Too much noisy chatter (8)
• Inconsistent characteristics of quality (15)
• Items sold-out (20)
• Limited seating (2)
• Line-ups (40)
• No patio (2)
• Staff unfriendly (3)
• Unpleasant ambiance (1)
• Untidiness (4) For the work assigned below, consider the frequencies of your observations exemplified above to be equal to the number of complaints that would have been recorded had the company conducted a survey. Note: time permitting, instead of using the mental exercise recommended above, you may conduct your own original analysis by observing a service operation, by surveying the customers of a service firm, or by using the results of surveys from other classes or from a paper, cases, or textbooks (provided that they help you to list at least ten (10) “annoyances” with the service and to state their frequencies).
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