Quick Change Shoppe is a regional chain of oil

change service centers located in the tri$-$state

area. Ken Miller is the manager of their flagship

location in Fallsbrook Junction. Ken is

concerned about the number of complaints

registered at his location. Complaints come in

the form of $$opportunities for improvement$$

listed by customers on the comment card they

receive when their service is complete.

In order to better understand the substance of

the complaints, Ken has asked you to analyze

the individual complaints received over the past

four weeks. Based on the raw data that he has

provided from the comment cards, prepare a

check sheet, a Pareto diagram and appropriate

run charts.

Based on the information from those initial

analysis tools, prepare a cause$-$and$-$effect

diagram $($a$.$k$.$ fishbone diagram or Ishikawa

diagram$)$ for the largest category of complaints.

Prepare a prioritized list of $3-5$ specific

recommendations that will improve the

customer experience at Quick Change Shoppes.

Based on the recommendations, provide target

values for the categories on the Pareto Chart.