Part 1

ETM 3635 Individual Quality Improvement Project - Pizza Shop A pizza shop has been receiving many complaints that delivery takes too long. Also, customers have been complaining that the pizza is only warm but not hot, among other complaints. As the shop manager, you have been offering customers a $10 coupon for their next order if they complain. You also kept records of delivery time (from time order is received to time delivered to the customer) recorded electronically by the driver. It is estimated that only 80% of customers redeem their Coupons. The shop also retained delivery and complaint records: 3600 deliveries were made Total Revenue = $105,000 550 Complaints: minutes) 330 for delivery time long (customers generally complained when delivery time exceeded 50 105 for pizza not hot 35 for cheap on toppings . . . 10 for undercooked 50 for wrong order 15 for overcooked 5 for other complaints Note: When a customer complained, they were sent a $10 coupon for their next order. Assume that only about 80% of customers redeemed their coupons. Current data of randomly picked delivery times in minutes for a recent month: Day Delivery Time (mins) Day Delivery Time (mins) Day Delivery Time (mins) 1 31 11 44 21 38 2 41 12 56 22 52 3 42 13 43 23 47 4 60 14 52 24 51 5 51 15 42 25 34 6 49 16 43 26 41 7 58 17 31 27 31 41 18 40 28 54 38 19 44 29 36 10 52 20 60 30 58