Last year, the manager of the service department at East Woods Ford instituted a customer opinion program to find out how to improve service. One week after service on a vehicle was performed, an assistant would call the customer to find out whether the work had been done satisfactorily and how service could be improved. After one year of gathering data, the assistant discovered that the complaints could be grouped into the following five categories:
a. Use OM Explorer to draw a bar chart and a Pareto chart to identify the significant service problems.
b. Categorize the following causes of complaints into a cause-and-effect diagram: tools, scheduling, defective parts, training, billing system, performance measures, diagnostic equipment, and communications.
