Question
Each day, a FedEx competitor processes approximately 80,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers
Each day, a FedEx competitor processes approximately 80,000 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 companys actual performance.
Complaints reopened- Weight Number: 3 / Number of Errors: 140
Damaged packages- Weight / Number: 10 Number of Errors :17
International- Weight Number: 1 / Number of Errors :105
Invoice adjustments- Weight Number: 1/ Number of Errors :276
Late pickup stops- Weight Number:3 / Number of Errors :205
Lost packages- Weight Number: 10 / Number of Errors :3
Missed proof of delivery- Weight Number: 1 / Number of Errors :27
Right date late- Weight Number: 1 / Number of Errors :745
Traces- Weight Number: 3 / Number of Errors :118
Wrong day late- WeightNumber: 5 / Number of Errors :16
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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Managing Supply Chain and Operations An Integrative Approach
Authors: Thomas Foster, Scott E. Sampson, Cynthia Wallin, Scott W Webb
1st edition
132832402, 978-0132832403
