Question
Each day, HDL competitor processes approximately 65,000 shipments. Suppose that they use the same Service Quality Index as HDL and identified the following numbers of
Each day, HDL competitor processes approximately 65,000 shipments. Suppose that they use the same Service Quality Index as HDL and identified the following numbers of errors during a 5-day week (see the "HDL: 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 | 140 |
| Damaged packages | 10 | 18 |
| International | 1 | 104 |
| Invoice adjustments | 1 | 288 |
| Late pickup stops | 3 | 207 |
| Lost packages | 10 | 3 |
| Missed proof of delivery | 1 | 23 |
| Right date late | 1 | 749 |
| Traces | 3 | 114 |
| Wrong day late | 5 | 15 |
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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Strategic Management A Competitive Advantage Approach Concepts
Authors: Fred R. David, Forest R. David
15th edition
978-0133444896, 133444791, 9780133444858, 133444899, 133444856, 978-0133444797
