Module 3 – Service Quality and Process Improvement

Case 6.1 - Clean Sweep, Inc.

1. Prepare an X - chart and R - chart for complaints, and plot the average complaints for each crew during the nine-month period. Do the same for the performance ratings. What does this analysis reveal about the service quality of CSI’s crews?

Generic Example of X - Chart and R - Chart

Generic X Chart Example.JPG

 

Generic X, R Chart Example.JPG