Ask Question, Ask an Expert

+61-413 786 465

info@mywordsolution.com

Ask Operation Management Expert

Refer to the FedEx: Measuring Service Performance chart on

complete the table, and compute the following:

Chapter 3 - Analysis - Measuring Service Performance

Refer to FedEx: Measuring Service Performance (page 53 of the text)

Each day a FedEx competitor processes approximately 85,000 shipments. Suppose that they use the same Service Quality Index as FedEx and identified the following numbers of errors during a five-day week.

These values are hypothetical and do not reflect any real company's actual performance:

Complaints reopened: 125

Damaged packages: 18

International: 102

Invoice adjustments: 282

Late pickup stops: 209

Lost packages: 2

Missed proof of delivery: 26

Right date but late: 751

Traces: 115

Wrong day and late: 15

Start with the total number of shipments: 5 days in the week * 85,000 shipments per day = 425,000 shipments. Then follow a table such as the one listed below:


Weight

(from page 53)

# of errors

Weighted Sum

(Weight * Errors)

Complaints Reopened

3

125

375

Damaged Packages

10

18

180

International

1

102


Invoice Adjustments

1

282


Late Pickup Stops

3

209


Lost Packages

10

2


Missed Proof of Delivery

1

26


Right Date Late

1

751


Traces

3

115


Wrong Day Late

5

15


Totals


1,645


Finish filling out the table by multiplying the weight and number of errors. Then total the weighted sum column.

Compute the number of errors per shipment and the Service Quality Indicator (SQI) by finding the weighted sum of errors as a percentage of total shipments.

1- Total number of errors / shipment (425,000).

2- (SQI) Total weighted errors / shipment (425,000).

3- How might such an index be used in other organizations, such as a hotel or automobile service facility? What would be examples of the error descriptions for each company?

4- Number of errors per shipment

5- Service Quality Indicator (SQI)

6- Explain how such an index could be used in other organizations, such as a hotel or automobile service facility. What would be examples of the error descriptions for each of those types of company?

Operation Management, Management Studies

  • Category:- Operation Management
  • Reference No.:- M92777218

Have any Question?


Related Questions in Operation Management

Investing 2000000 in tqms channel support systems

Investing $2,000,000 in TQM's Channel Support Systems initiative will at a minimum increase demand for your products 3.0% in this and in all future rounds. (Refer to the TQM Initiative worksheet in the CompXM Decisions m ...

Some risks are quantitative objective while others are more

Some risks are quantitative (objective), while others are more qualitative (subjective) in nature. Although quantifiable risks are often preferred as they provide certain data to support their impact, frequently leaders ...

Global decision making - writing assignment business firms

Global Decision Making - Writing Assignment: Business firms operate in an environment that is increasingly global. Further, the economic environment of the times is considerably dynamic and uncertain. For this assignment ...

The local supermarket buys lettuce each day to ensure

The local supermarket buys lettuce each day to ensure really fresh produce. Each morning, any lettuce that is left from the previous day is sold to a dealer that resells it to farmers who use it to feed their animals. Th ...

1 how to build your strategic plan whom to involved how to

1. How to build your strategic plan (whom to involved, how to get started, what items are necessary to address, how you determine if your implementations are effective and what are your markers for success). how the stra ...

Case study amway ndash developing competitive marketing

Case Study: Amway – Developing Competitive Marketing strategies Introduction All organizations face an external business environment that constantly changes. Sometimes these changes are slight e.g. minor amendments to re ...

The points of view presented to you in ldquoslaves in

The points of view presented to you in “Slaves in Tulsa” illustrate some issues related to global stratification. Some common points of view that people have about this type of issue are: Some people believe that people ...

Sammys is the hot new lunch spot among the hipsters who

Sammy's is the hot new lunch spot among the hipsters, who flock there at noon for their artisanal peanut butter and jelly sandwiches, which sell for $12.95. The sandwiches are made from two slices of their own artisanal ...

1- be able to compare and contrast centralization and

1- Be able to compare and contrast centralization and decentralization? How are these related to organizational height (i.e., tall vs. flat)? 2- What are reasons why employees resist change? 3- What are the strategies fo ...

5 pages of the neiman marcus company nameevery student

5 pages of the Neiman Marcus {company name} Every student should select a REAL-WORLD company to conduct research. The goal of this exercise is to practice employing the five-force model to analyze the competitive environ ...

  • 4,153,160 Questions Asked
  • 13,132 Experts
  • 2,558,936 Questions Answered

Ask Experts for help!!

Looking for Assignment Help?

Start excelling in your Courses, Get help with Assignment

Write us your full requirement for evaluation and you will receive response within 20 minutes turnaround time.

Ask Now Help with Problems, Get a Best Answer

Why might a bank avoid the use of interest rate swaps even

Why might a bank avoid the use of interest rate swaps, even when the institution is exposed to significant interest rate

Describe the difference between zero coupon bonds and

Describe the difference between zero coupon bonds and coupon bonds. Under what conditions will a coupon bond sell at a p

Compute the present value of an annuity of 880 per year

Compute the present value of an annuity of $ 880 per year for 16 years, given a discount rate of 6 percent per annum. As

Compute the present value of an 1150 payment made in ten

Compute the present value of an $1,150 payment made in ten years when the discount rate is 12 percent. (Do not round int

Compute the present value of an annuity of 699 per year

Compute the present value of an annuity of $ 699 per year for 19 years, given a discount rate of 6 percent per annum. As