IE 135 Problem Set/Case Study. Quality Control Tools and Variable Control Charts
Written report to be submitted and to be presented in class (Wednesday, August 14, 2013)
1. Southwest Wood Treating has been getting many complaints from its major customer, Home Station, about the quality of its shipment of pressure-treated products. Rick Summers, the plant manager, is alarmed that a customer is providing him with the only information the company has on shipment quality. He decided to collect information on defective shipments through a form he asked his drivers to complete on arrival at customers’ stores. The forms for the first 284 shipments have been turned in. They show the ...view middle of the document...
Does the diagram depict a relationship between the two variables?
c. Develop a Pareto chart for the type of defects that have occurred.
d. Draw a fishbone diagram showing the possible causes of the defective shipments.
2. The popularity of Southwestern University’s football program under its new coach, Bo Pitterno, has surged in each of the 5 years since his arrival at the Stephenville, Texas, college. With a football stadium close to maxing out at 54, 000 seats and a vocal pushing for a new stadium, SWU president Joel Wisner faced some difficult decisions. After a phenomenal upset victory over its archrival, the University of Texas, at the homecoming game in the fall, Dr. Wisner was not as happy as one would think. Instead of ecstatic alumni, students and faculty, all Wisner heard were complaints. “The lines at the concession stands were too long”; “Parking was harder to find and farther away than in the old days” (that is, before the team won regularly); “Seats weren’t comfortable”; “Traffic was backed halfway to Dallas”; and on and on. “A college president just can’t win,” muttered Wisner to himself.
At his staff meeting the following Monday, Wisner turned to his VP of administration, Leslie Gardner. “I wish you would take care of these football complaints, Leslie,” he said. “See what the real problems are and let me know how you’ve resolved them.” Gardner wasn’t surprised at the request. “I’ve already got a handle on it, Joel,” she replied. “We’ve been randomly surveying 50 fans per game for the past year to see what’s on their minds. It’s all part of my campuswide TQM effort. Let me tally things up and I’ll get back to you in a week.”
When she returned to her office, Gardner pulled out the file her assistant had compiled (Refer to Table 3). “There’s a lot of information here,” she thought.
Table 3. Survey Results
| | Overall Grade |
| | A | B | C | D | E |
Game | A. Parking | 90 | 105 | 45 | 5 | 5 |
| B. Traffic | 50 | 85 | 48 | 52 | 15 |
| C. Seating | 45 | 30 | 115 | 35 | 25 |
| D. Entertainment | 160 | 35 | 26 | 10 | 19 |
| E. Printed Programs | 66 | 34 | 98 | 22 | 30 |
Tickets | A. Pricing | 105 | 104 | 16 | 15 | 10 |
| B. Season Ticket Plans | 75 | 80 | 54 | 41 | 0 |
Concessions | A. Prices | 16 | 116 | 58 | 58 | 2 |
| B. Selection of Foods | 155 | 60 | 24 | 11 | 0 |
| C. Speed of Service | 35 | 45 | 46 | 48 | 76 |
None of the above 38
Table 4. Open-ended Comments on Survey Cards:
Parking a mess | Lines are awful | Coach is terrific |
Add a sky box | Seats are uncomfortable | More water fountain |
Get better cheerleaders | I will pay more for better view | Better seats |
Double the parking attendants | Get a new stadium | Seats not comfy |
Everything is okay | Student dress code needed | Bigger parking lot |
Too crowded | I want...