Your line manager has become increasingly concerned about the product and service quality. This results from a surge in the number of customers who have contacted her to highlight problems they have encountered while shopping at the Pet Kingdom store. The complains seem to focus on two areas; billing errors being made at the checkout and variations in the weight of Pet Kingdom branded dried dog food bags. To better understand the situation, Ms Lionheart has requested detailed data to be collected. Table 3 shows the data from the audit of 50 random bills per day issued over the past 30 days. Table 4 presents the weight sampling data (mean and range in kg) for 27 random samples of five observations each taken from the daily dog food deliveries.

Ms Lionheart noticed that the number of billing errors increased in the last third of the month. She knows that the company wants high quality standards and wonders if both processes meet 3 sigma standards. She wants you to analyse the available data and produce a short report (1,000 words ‡ 10% with all relevant tables and figure to address the highlighted issues.

In your report you need to consider the following for both sets of data:

1. Analyse and explain the data.

 

Case Study: Quality Management Your line manager has become increasingly concemed about the product and service quality. This results from a surge in the number of customers who have contacted her to highlight problems they have encountered while shopping at the Pet Kingdom store. The complains seem to focus on two areas; billing errors being made at the checkout and variations in the weight of Pet Kingdom branded dried dog food bags. To better understand the situation, Ms Lionheart has requested detailed data to be collected. Table 3 shows the data from the audit of 50 random bills per day issued over the past 30 days. Table 4 presents the weight sampling data (mean and range in kg) for 27 random samples of five observations cach taken from the daily dog food deliveries. Ms Lionheart noticed that the number of billing errors increased in the last third of the month. She knows that the company wants high quality standards and wonders if both processes meet 3 sigma standards. She wants you to analyse the available data and produce a short report (1,000 words 10%) with all relevant tables and figure to address the highlighted issues. In your report you need to consider the following for both sets of data: 1. Analyse and explain the data Table 1: Number of incorrect bills issued at checkout (50 observations) Number of Number of Day Day Day Incorrect Bills Incorrect Bills Number of Incorrect Bills 1 2 II 1 21 3 2 2 12 2 22 3 3 1 13 3 23 3 4 5 6 7 8 96 10. 2232212 14 3 24 4 15 2 25 5 16 3 26 5 17 2 18 2 19 I 20 3 NARR 27 6. 28 8 29 5 30 5 Table 2 Dog food weight (kg) samples (5 observations) Sample Mean Range Sample Mean Range 1 44.96 0.42 2 44.98 0.39 16 3 44.96 041 4 44.97 037 5 45.02 0.39 6 45.03 0.40 20 SAUKAA 15 45.00 0.39 44.95 0.41 17 44.94 0.43 18 44.94 0.40 19 44.73 0.38 44.95 0.41 7 45.04 0.39 21 44.93 0.39 8 45.02 0.42 22 44.96 041 9 45.08 0.38 23 44.99 0:40 10 45.12 040 24 45.00 044 45.07 041 25 45.03 0.42 12 45.02 0.38 26 45.04 0.38 13 45.01 041 27 45.03 0,40 14 44.98 0.40