QUESTION TWO $[25]$

$2\mathrm{.}1$ The Cause$-$and$-$Effect diagram $($commonly known as the fishbone diagram$)$ is a schematic technique often used to locate problems relating to quality. A higher education provider has experienced an increase in customer complaints. As the Operations Manager, identify the elements of the problems relating to the scenario and the nature of the customer complaints and then develop an action plan on how you would resolve these complaints $($the diagram is not required$).(10)$

$2\mathrm{.}2$ The Operations manager of a local brewery has received the following complaints:

Required:

$2\mathrm{.}2\mathrm{.}1$ Construct a Check Sheet for the above data. $(10)$

$2\mathrm{.}2\mathrm{.}2$ Recommend a course of action to reduce or eliminate customer complaints. $(5)$