Question

The operations manager at Jiffy Pie, a company that specializes in manufacturing frozen chicken pot pies, is concerned about the increased number of customer complaints in recent months. He called you, the newly assigned QA manager, into his office to charge you with the task of identifying where to start in resolving this problem. He handed you a single piece of paper with the defect data below that he received from the VP of customer service and gave you a due date of this Friday to respond. missing veggies poor pkg seal poor pkg seal bad taste bad taste missing veggies bad taste missing veggies spilled contents missing chicken spilled contents missing chicken missing veggies spilled contents bad taste bad taste missing chicken missing chickenpoor pkg seal missing chicken missing veggies poor pkg seal missing veggies poor pkg seal poor pkg seal missing chickenbad taste missing chickenpoor pkg seal bad taste missing vegzies poor pkg seal missing veggies poor pkg seal poor pkg seal bad taste spilled contents bad taste bad taste missing veggies bad taste missing chicken spilled contents poor pkg seal bad taste poor pkg seal poor pkg seal bad taste poor pkg seal 1. Create a Pareto chart with the data provided (neatly hand skech or use EXCEL and attach) 2. What % of all defects does the biggest defect represent? Multifactor productivity for Jiffy Pie is currently based on the following information. It is estimated that reducing the biggest defect by 40% will not only reduce customer complaints but also reduce the internal failure costs. The impact is expected to be a 5% increase in output, 3% decrease in labor cost, and 4% decrease in material cost (overhead unchanged). Daily Production Labor Materials Overhead 50,000 pies $2000/day $6000/day 7100/day 3. Calculate the multifactor productivity before the quality improvement (show work, 2 decimals). 4. Calculate the multifactor productivity after the quality improvement (show work, 2 decimals). 5. Calculate the anticipated % change in multifactor productivity due to the quality improvement(show work)

Answer 1

1)

TYPE OF COMPLAINT	frequency
missing veggies	10
poor pkg seal	14
bad taste	13
spilled contents	5
missing chicken	8
total	50

2)

5 of biggest defect = 14/50 = 28%

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