Ebtm365 Assessment Assignment 1

Quick Change Shoppe TQM Tools at Work
Quick Change Shoppe is a regional chain of oil
Based on the information from those initial
change service centers located in the tri-state
analysis tools, prepare a cause-and-effect
area. Ken Miller is the manager of their flagship
diagram (a.k. fishbone diagram or Ishikawa
location in Fallsbrook Junction. Ken is
diagram) for the largest category of complaints.
concerned about the number of complaints

registered at his location. Complaints come in
the form of opportunities for improvement
listed by customers on the comment card they
receive when their service is complete.
In order to better understand the substance of
the complaints, Ken has asked you to analyze
the individual complaints received over the past
four weeks. Based on the raw data that he has
provided from the comment cards, prepare a
check sheet, a Pareto diagram and appropriate
Prepare a prioritized list of 3-5 specific

recommendations that will improve the
customer experience at Quick Change Shoppes.
Based on the recommendations, provide target
values for the categories on the Pareto Chart.
Prepare your response to Mr. Miller in the form
of a single professional business document
using MS Word with the appropriate Excel
and/or PowerPoint objects inserted in the text
for easy reference to support your response.
run charts.
Week of August 3
Invoice was wrong
Bathroom not clean
No windshield wipers
Overcharged
Waiting area too cold
Nothing to read
No coffee
Price too high
Waiting area dirty
Credit card did not take
Car was not vacuumed
Too slow
Waiting area was dirty
Slow check out
Seats are gross
My windows were not clean
Cashier did not take coupon
Trash needed to be emptied
Coupon not accepted
Waiting area was hot
Car windows were streaked
Version 5
Week of August 10
Did not fix tail light
Soda not cold
TV was too loud
Waiting area was too warm
Cashier did not enter discount
Did not like the music
Coupon not taken
Check out was slow
No coffee cups
TV had no sound
Forgot my window sticker
Technician was rude
Check-in was slow
Tech was not helpful
Noisy waiting area
No wiper blades
Too backed-up
Check-in was slow
Cashier was rude
Coffee was cold
Did not have my part in stock
Floor was not clean
Week of August 17
Out of my wiper blades
Had to wait
Clean the waiting room
Invoice was wrong
Cashier did not enter my coupon
Tech asked too many questions
Noisy waiting area
Did not receive mail coupon
Didnt like music
Coffee was cold
Restroom was not clean
TV sound was off
TV was too loud
Credit card would not scan
Extra charges
Soda machine was empty
Slow checkout
The wait
Overcharged
Price was too high
Too backed up
Empty the trash!
No sugar for the coffee
Week of August 24
My windows were not clean
Too slow
No window sticker
Car was not vacuumed
Car was not clean
Car was not ready in 10 minutes
Could not process credit card
Tech not helpful
The wait
Waiting area was cold
Long wait
Cashier was rude
No paper towels
Out of soda in machine
Noisy waiting area
No outside seats
Seats in wait area torn
No one answered the phone
Price was wrong
No newspaper
Out of air fresheners
Cashier gave wrong change
Vacuuming not complete
My filter was not in stock
Version 5
EBTM 365
Scoring Rubric (50 Points)
Exemplary (9-10 pts)
Format and
Business Writing
(10 Points)
Check Sheet and

Pareto Chart
(10 Points)
Run Charts
(10 Points)
Cause-Effect
Diagram
(10 Points)
Recommendation
(10 Points)
Version 5
Acceptable (5-8 pts)
Tone and style are

appropriate and
consistent for
business
communication.
Data table insertion
is at the proper
locations(s) and
clear references are
made in the text
Check Sheet and
Pareto Chart clearly
summarize the data
and identify the
priorities
Charts are
complete and
accurate
Run charts are
accurately titled
and axis labeled
Diagram includes
more than 4
sources of failures
with 3-4 causes
within each source
Diagram reflects a
clear understanding
of using the tool to
identify sources of
quality failures
5 recommendations
are provided
Recommendations
are feasible and
clearly linked to the
data analysis
Developing (1-4 pts)
Responses are clear

and concise
Data tables are
inserted appropriately
to support the
discussion
Check Sheet and

Pareto Chart are
properly titled
Data are accurately
represented in the
Check Sheet and
Pareto Chart
Run chart data are

accurate and the scale
consistent /
appropriate
Diagram includes at
least 4 sources of
failures and 2 causes
within each source
Recommendations
are clearly linked to
the data and analysis
Implementing the
recommendations is
feasible
Spelling and grammar

are accurate
12 pt font and 1
margins
Submitted on time
Check Sheet and Pareto

Chart are included
3-5 logical categories
are identified
Pareto chart includes
historical and target
data
Run charts for the
overall trend and
individual categories
are provided
Diagram is included in
the analysis
3 reasonable
recommendations are
provided

Ebtm365 Assessment Assignment 1

Uploaded by

Ebtm365 Assessment Assignment 1

Uploaded by

Quick Change Shoppe TQM Tools at Work

Quick Change Shoppe is a regional chain of oil

Based on the information from those initial

change service centers located in the tri-state

analysis tools, prepare a cause-and-effect

area. Ken Miller is the manager of their flagship

diagram (a.k. fishbone diagram or Ishikawa

location in Fallsbrook Junction. Ken is

diagram) for the largest category of complaints.

concerned about the number of complaints

Prepare a prioritized list of 3-5 specific

Bathroom not clean

Waiting area too cold

Price too high

Waiting area dirty

Credit card did not take

Car was not vacuumed

Waiting area was dirty

Slow check out

Seats are gross

My windows were not clean

Cashier did not take coupon

Trash needed to be emptied

Coupon not accepted

Waiting area was hot

Car windows were streaked

Soda not cold

TV was too loud

Waiting area was too warm

Cashier did not enter discount

Did not like the music

Coupon not taken

Check out was slow

Forgot my window sticker

Technician was rude

Check-in was slow

Tech was not helpful

Noisy waiting area

Check-in was slow

Cashier was rude

Coffee was cold

Did not have my part in stock

Floor was not clean

Clean the waiting room

Invoice was wrong

Cashier did not enter my coupon

Tech asked too many questions

Noisy waiting area

Did not receive mail coupon

Didnt like music

Coffee was cold

Restroom was not clean

TV sound was off

TV was too loud

Credit card would not scan

Soda machine was empty

Price was too high

Empty the trash!

No sugar for the coffee

Car was not vacuumed

Car was not clean

Car was not ready in 10 minutes

Could not process credit card

Tech not helpful

Waiting area was cold

Cashier was rude

Out of soda in machine

Noisy waiting area

Seats in wait area torn

No one answered the phone

Price was wrong

Out of air fresheners

Cashier gave wrong change

Vacuuming not complete

My filter was not in stock

Check Sheet and