A PARETO CHART AT THE HARD ROCK HOTEL. The Hard Rock Hotel in Bali has just collected the data from 75 complaint calls to the general manager during the month of October. The manager wants to prepare an analysis of the complaints. The data provided are room service, 54; check-in delays, 12; hours the pool is open, 4; minibar prices, 3; and miscellaneous, 2.
APPROACH $\blacktriangleright$ A Pareto chart is an excellent choice for this analysis.

Question

A PARETO CHART AT THE HARD ROCK HOTEL. The Hard Rock Hotel in Bali has just collected the data from 75 complaint calls to the general manager during the month of October. The manager wants to prepare an analysis of the complaints. The data provided are room service, 54; check-in delays, 12; hours the pool is open, 4; minibar prices, 3; and miscellaneous, 2.
APPROACH [latex]\blacktriangleright[/latex] A Pareto chart is an excellent choice for this analysis.

Accepted Answer

SOLUTION [latex]\blacktriangleright[/latex] The Pareto chart shown below in Figure 6.EX.1a indicates that 72% of the calls were the result of one cause: room service. The majority of complaints will be eliminated when this one cause is corrected.

INSIGHT [latex]\blacktriangleright[/latex] This visual means of summarizing data is very helpful—particularly with large amounts of data, as in the Southwestern University case study at the end of this chapter. We can immediately spot the top problems and prepare a plan to address them.

LEARNING EXERCISE [latex]\blacktriangleright[/latex] Hard Rock’s bar manager decides to do a similar analysis on complaints she has collected over the past year: too expensive, 22; weak drinks, 15; slow service, 65; short hours, 8; unfriendly bartender, 12. Prepare a Pareto chart. [Answer: slow service, 53%; expensive, 18%; drinks, 12%; bartender, 10%; hours, 7%.]

RELATED PROBLEMS [latex]\blacktriangleright[/latex] 6.1, 6.3, 6.7b, 6.12, 6.13, 6.16c, 6.17b
ACTIVE MODEL 6.1 This example is further illustrated in Active Model 6.1 in MyOMLab.

Question 6.EX.1: A PARETO CHART AT THE HARD ROCK HOTEL. The Hard Rock Hotel i...

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