Link to book: http://english.360elib.com/datu/T/EM380758.pdf

1) Do a force field analysis (FFA) on the driving and restraining forces that influence your ability to do well in a specific academic course. One driving force may be "your desire to learn." One restraining force may be "your need to devote time to other work."

2) Using the following data, prepare a run chart, scatter chart, and control chart. A late surgery is defined as any surgical operation that was started more than 30 minutes after its scheduled time (Table 14-4).

3) The ambulatory health service at a university is experiencing an increased number of student complaints concerning the services it offers in its walk-in urgent care clinic.

The Basis of Complaint

Type 1 The quality of service received

Type 2 Waiting time was too long

Type 3 Follow-up care was not available

Type 4 Clinic was hard to find in the building

Type 5 The medical care/treatment took too long

Type 6 They could not find my medical record

Using these data, select a complaint for analysis. Your analysis must include a fish bone chart as well as other types of charts and techniques you deem necessary to appropriately analyze this data (Table 14-5). What do you recommend and why?