Statement of a problem № m1236


Tom Sharkey is the owner of Sharkey Chevy, Buick, GMC. At the start of the year, Tom instituted a customer opinion program to find ways to improve service. The day after the service is performed, Tom’s administrative assistant calls the customer to find out whether the service was performed satisfactorily and how the service might be improved. Listed on the next page is a summary of the complaints for the first six months. Develop a Pareto chart. What complaints would you suggest that Tom work on to improve the quality ofservice?


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