Final

DEFECT OBSERVED | Date | Time | Line | Under-filled | Missing Label | Spill/Mixed | Unacceptable Taste | Improperly Sealed | 5/12 | 900 | 1 |   | 2 | 1 | 3 |   | 5/12 | 1330 | 2 |   |   | 2 |   | 2 | 5/13 | 1000 | 2 |   |   |   | 1 | 3 | 5/13 | 1345 | 1 | 2 |   | 2 |   |   | 5/13 | 1530 | 2 |   | 2 | 3 |   | 1 | 5/14 | 830 | 1 |   | 3 |   | 3 |   | 5/14 | 1100 | 2 | 1 |   | 1 | 2 |   | 5/14 | 1400 | 1 |   |   | 1 |   | 1 | 5/15 | 1030 | 1 |   | 3 |   | 5 |   | 5/15 | 1145 | 2 |   |   | 1 | 2 |   | 5/15 | 1500 | 1 | 1 |   | 1 |   |   | 5/16 | 845 | 2 |   |   |   | 2 | 2 | 5/16 | 1030 | 1 |   | 3 | 1 | 3 |   | 5/16 | 1400 | 1 |   |   |   |   |   | 5/16 | 1545 | 2 | 1 | 4 | 1 | 1 | 2 | Total |   |   | 5 | 17 | 14 | 22 | 11 | A Pareto analysis determines the most important of the problem areas and focuses attention on those (Stevenson, 2011). The first thing we can analyze is which defect observed is most prevalent. According to the chart 70 defects were found, 22 (31.9%) of which were classified as unacceptable taste, making this the most frequent problem. The next most frequent missing item with 18 (24.6%) occurrences, and then spill/mixed, with 14 (20.3%) occurrences. Looking more closely at these three categories, we can see that 14 of the 22 unacceptable tastes were accounted for by Line #1 in the morning and the remainder was Line #2, also in the morning. Line #1 displayed a similar morning problem; all 11 occurrences were in the morning. Line #2 had all 7of its occurrences in the afternoon. 10 of 14 occurrences of spill/mixed defects occurred in the afternoon. In the improper seal category, 10 out of 11 incidences were for Line #2. Analysis of issues and customer complaints can be analyzed in various different dimensions of quality. The main issue is the unacceptable taste of the food and is an important issue that requires the most focus.  Missed labeling is the second biggest issue.  The company can gain more insight by examining line one during the morning hours as well. In this particular case aesthetics and perceived quality would be the areas of focus for Ann in her further investigations of line 1.  Reference: Stevenson, W.J. (2011). Operations management (11th ed). New York, NY: McGraw Hill/Irwin. ISBN: 9780073525259