Question

23.The manager of Perrotti's Pizza collects data concerning customer complaints about pizza delivery. Either the pizza arrives late, or the wrong pizza is delivered Frequency Problem Topping is stuck to box lid Puna arrives ate Wrong topping or combination Wrong style of crust Wrong Size Pizza is partially eaten Pura never arrives a. Use a Pareto chart to identify the "vital few" delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures. b. The manager of Perrotti's Pizza is attempting to understandthe root causes of late pizza delivery and hasasked each driver to keep a log of specific difficulties that create late deliveries. After one week, the logs included the following entries: delivery vehicle broke down, couldn't make it across town to deliver second pizza in time, couldn't deliver four pizzas to four different customers in time, kitchen was late in producing order, got lost, order ticket was lost in production, couldn't read address on ticket and went to wrong house. Organize these causes into a cause-and-effect diagram.

Answer 1

BM BN BO BP BQ BR BS BT Chart Title 100% 90% 80% 70% 60% SOM 40% o 10% wrong sie Pizza wrong toppling Topping stuckt Pizza is partiall Wrong style of + 100% - Average 115 Count 16 Sum 92 ^ ENG UK 0656 04/11/20195

The most prominent cause of complaint was late arrival of pizza. The next prominent cause was topping tuck to the box lid. Other issues were wrong style or crust or the item eaten by someone befofre delivery.

The first action should be to identify the root causes of late arrival and take corective actions. The box containing the item needs to be redesigned or some other protective measure to be used so that the topping does not get stuck to the lid. The other issues can be corrected by proper training and monitoring of the process.

2,

Vehicle issues Operational issues Avehicles High traffic Poor Maintenance Congestion Customer locations too Falso A late orden preparation A Bad Painting ol u b oppover Pizza antivel late Bad ercute thot lost design - Ticleat lost & inferepet handling due to Neallguice of boven due to Hack of procedure Person issues Systens issues