Question
Each day, a FedEx competitor processes approximately 70,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following number
Each day, a FedEx competitor processes approximately 70,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following number of errors during a 5-day week (see the "FedEx: Measuring Service Performance" box). These values are hypothetical and do not reflect any real companys actual performance.
DescriptionWeightNumber of ErrorsComplaints reopened3135Damaged packages1016International1105Invoice adjustments1285Late pickup stops3206Lost packages101Missed proof of delivery121Right date late1753Traces3118Wrong day late512Compute the Service Quality Indicator by finding the weighted sum of errors as a percentage of total shipments. Do not round intermediate calculations. Round your answer to three decimal places.
Service Quality Indicator (SQI): %
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Principles of Responsible Management Global Sustainability Responsibility and Ethics
Authors: Oliver Laasch
1st Edition
9781285981321, 1285080262, 1285981324, 978-1285080260
