Please see question in attached file. and please show all the work.
Answers should be in 4 decimal points
Problem 7. (14 points)
You are employed as an operations and quality assurance analyst at the Darden Restaurant
Group?s Restaurant Support Center at Orlando, FL. Darden owns and operates more than
2000 restaurants in the United States, including the Red Lobster and Olive Garden chains.
Information about Darden is available at http://www.darden.com/about/. Information
about Darden?s Restaurant Support Center is available at
Your manager asked you to analyze customer complaint records and make
recommendations to improve operations quality and increase customer satisfaction at an
Olive Garden restaurant. At each restaurant, when a customer asks for a receipt, the wait
staff brings the customer a blank feedback card along with the receipt. The wait staff
encourages the customers to fill in the feedback cards before they leave. Most customers do
not bother filling the card, but some take this as an opportunity to praise or complain about
various aspects of their dining experience. The restaurant has sent the feedback cards filled
by customers that dined in the restaurant in the past 4 weeks. An intern at the company
copied the information provided by the customers to an Excel spreadsheet and has
classified each complaint into one of several categories provided by your manager. You can
see the Excel file on Blackboard named TC#2 Data. The data includes the complaints only. 1
(8 points) The Pareto principle says that about 80% of operational problems are
associated with only 20% of the causes. Prepare a Pareto Chart for the restaurant to
show the number and frequency of quality related incidents by category. You can refer to
http://ksrowell.com/blog-visualizing-data/2012/07/17/making-a-pareto-chart-inexcel/ and http://www.youtube.com/watch?v=TBtGI2z8V48 to learn how to prepare
Pareto Charts on Excel. Add your Pareto Chart to your report as Figure-1 (see below).
In your Pareto Chart, the x-axis should show all categories of complaints. The primary yaxis must be the number of complaints. The primary series must be displayed as a
column chart (bar chart). The columns display the categories in descending order of
number of complaints (i.e, the tallest bar is the first and the shortest bar is the last
displayed on the x-axis). The secondary y-axis must be the cumulative percentage of
complaints (reported as percentages). The secondary series must be displayed as a line
chart. These are the norms of a Pareto Chart.
1 The data is fictitious. This homework question and the associated data do not
intend to promote or demote any restaurant owned or managed by the Darden
Figure-1. Pareto chart of complaints
b) (2 points) Complete Table-1 below and report the top three most common categories of
complaints at the restaurant. The analysis you conduct to complete the Pareto chart is
sufficient to complete the table; the table provides more detailed information about the
top three causes of complaints at the restaurant.
Rank (from most
frequent to least
incidents as a
% of total
Cumulative % of
Table-3. Top three most common quality-related incidents at the restaurant.
c) (4 points) Although the goal is to minimize and eliminate the complaints at this
restaurant (and all others that belong to Darden), it is impossible to tackle all problems
at the same time. It is too time consuming and expensive to ensure a 100% defect-free
process. The restaurant wants to identify a few areas that would have the highest impact
on quality. What are the types of problems that the restaurant should target first to
increase customer satisfaction? What recommendations can you make to the company
to focus their efforts to minimize the number of complaints? Be very specific about your
recommendations (i.e. discuss what exactly needs to be done to prevent similar
complaints in the future).