1.5 Kennerley (Proceedings of ICE, 2003) analyzed complaints received by the Complaint Commissioner in the area where Channel Tunnel Rail Link construction was in progress. A variety of complaints received were categorized as listed below.

(1) Property damage

(2) Protection of livestock and machinery

(3) Drainage systems

(4) Water courses affected by construction

(5) Cleaning of public highways

(6) Plant noise and vibration

(7) Blue routes & restricted times of use

(8) Temporary and permanent diversions

(9) TMP

(10) Screening/fencing

(11) Access

(12) Working hours

(13) Site operations a Identify the major categories of complaints using the Pareto chart of complaints in figure below.

b Which categories comprise about 80% of complaints?

Transcribed Image Text:

25- 20 20 Count 15- 10- 5- -100 -80 60 80 Percent 40 20 0 Complaint 5 12 10 4 0 7 8 9 1 Percent 16 Cum % 16 32 16 12 8 8 8 8 4 44 52 60 68 76 80 84 88 92 -240 3 6 11 13 4 4 4 4 96 100