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CONSULTING AND LEADERSHIP TRAINING IN HEALTH CARE
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Improving Customer Satisfaction in the Office of Personnel (B)
Author(s):
Heineke, Janelle
Functional Area(s):
   Operations Management
Setting(s):
   Nonprofit
Difficulty Level: Intermediate
Pages: 2
Teaching Note: Available. 
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First Page and the Assignment Questions:
Susan began to administer the questionnaires to “customers” of the reception area one week after it was completed. During the first week, seven faculty members, 20 staff members, and 34 job applicants, completed surveys. The questionnaire asked customers to evaluate the promptness, courteousness, and overall impression of their service at the reception desk on a five point scale where 1 indicated poor service and 5 indicated very good service. The first 11 people to complete the survey responded as shown in Exhibit 1.

Assignment

1.    Prepare a bar chart that shows the types of respondents to the Office of Personnel survey.

2.    Using the data in Exhibit 1, prepare scatter plots that show (1) the relationship between survey respondents’ satisfaction with promptness and overall satisfaction and (2) the relationship between survey respondents’ satisfaction with courteousness and overall satisfaction.

3.    Using the data in Exhibit 2, develop a Pareto diagram that shows the categories of survey comments.

4.    Using the data in Exhibit 2, prepare a fishbone diagram, including the “effect” statement. For each cause, brainstorm items that might contribute to each cause (ask the 5 “WHYs”)