Question
Each day, a FedEx competitor processes approximately 75,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers
Each day, a FedEx competitor processes approximately 75,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers of errors during a 5-day week (see the "FedEx: Measuring Service Performance" box). These values are hypothetical and do not reflect any real company's actual performance.
| Description | Weight | Number of Errors |
| Complaints reopened | 3 | 125 |
| Damaged packages | 10 | 20 |
| International | 1 | 106 |
| Invoice adjustments | 1 | 280 |
| Late pickup stops | 3 | 203 |
| Lost packages | 10 | 4 |
| Missed proof of delivery | 1 | 22 |
| Right date late | 1 | 752 |
| Traces | 3 | 111 |
| Wrong day late | 5 | 11 |
Compute 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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Exploring The Hospitality Industry
Authors: John R Walker
4th Edition
0134744934, 9780134744933
