Question 1

The averages for different dimensions of service quality were computed by averaging the items pertaining to the dimension. Use the following data to determine the dimensions the dimensions to emphasize.

Dimensions	Perception	Expectation
Tangible	5.40	1.42
Reliability	3.20	6.40
Responsiveness	2.45	2.30
Assurance	5.60	3.30
Empathy	1.90	6.40

Using simple differencing, determine which dimensions should be emphasized.

Use two dimensional differencing to determine which dimensions should be emphasized.

Based on your findings, chose the most important dimension and describe how you would develop a process improvement program to address the dimension that needs to be improved.

Question 2

The following are the weights (in pounds) of 16 different chairs.

2, 7, 9, 4, 10, 5, 3, 12, 8, 2, 13, 6, 11, 5, 4, 13.

Determine:

The range.

The number of classes into which the data can be grouped.

The class intervals for the data. (Let the lower boundary of your first interval start from 1.9).

Determine the class frequencies.

Draw the histogram of the data.

Question 3

For the following data, develop a Pareto analysis. The letters A, B, C, D, E, and F are problems that occur in a process. Which cause should you focus on first?

A A A B A A

B C C E D A

B B B C B B

C A D A B D

A D D D C A

A C B B B C

C B C A B C

A B E A A B

D A A A C A

A A F C A E