Master in Organizational Development

SUBJECT
“TOTAL QUALITY MODELS”

TEACHER
Eng. Dayinira Garza Salazar.

STUDENT
Lic. Luis Roberto Arroyo Padilla

“QUALITY STATISTICAL TOOL EXERCISES”

Reynosa, Tamaulipas on May 26, 2018

1. Make a Pareto diagram and mention the problems that will have to be solved. Data on complaints from passengers of an
airline for a year are provided, grouped into categories.
Passenger complaints on an airline.

Reason for Complaint Frequency

Lost luggage 10,000
Arrival delay 4,000
Flight Cancellation 1,000
Overbooking 500
Bad food 100
Bad personal attention 50
Seat discomfort 40
Shop on board 10
Newspaper not available 5
RESOLUTION:

Reason for Complaint Frequency Percentage Accumulated %Accumulated

Lost luggage 10,000 64% 10000 64%
Arrival delay 4,000 25% 14000 89%
Flight Cancellation 1,000 6% 15000 96%
Overbooking 500 3% 15500 99%
Bad food 100 1% 15600 99%
Bad personal attention 50 0% 15650 100%
Seat discomfort 40 0% 15690 100%
Shop on board 10 0% 15700 100%
Newspaper not available 5 0% 15705 100%
TOTAL 15,705 100%
 DIAGRAMA DE PARETO
15,705 100%

12,564 80%

9,423 60%

6,282 40%

% ACUMULADO
FRECUENCIA

3,141 20%

0 0%
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PRODUCTOS

Frecuencia %Acumulado

The most common problem is found in the first product which refers to the loss of luggage, which tells us that the airline must take
measures to try to solve said problem and thus be able to provide a more optimal solution to it.
2. An avant-garde clothing manufacturer places a series of high-profile, provocative ads on a Highway 101 sign, and regularly
receives protest calls from people who were offended by the ads. The company has no idea how many total people see the
ads, but it has compiled statistics on the number of phone calls from uncomfortable observers.

Guy Description No.

Complaints
R Racially and ethnically offensive 10
M Insulting to men 4
W Insulting to women 14
Yo The ad is incomprehensible 6
EITH Others 2
ER

RESOLUTION:
A) Represent this data with a Pareto chart. Also represent the accumulated line of complaints.

Guy Description No. Complaints Percentage Accumulated %Accumulated

W Insulting to women 14 39% 14 39%
R Racially and ethnically offensive 10 28% 24 67%
Yo The ad is incomprehensible 6 17% 30 83%
M Insulting to men 4 11% 34 94%
EITH
Others 2
ER 6% 36 100%
TOTAL 36
 GRÁFICO DE PARETO
100%
32
80%

% ACUMUNADO
FRECUENCIA

24
60%
16 40%
8 20%
0 0%
Insultante para las Ofensivo racial y El anuncio es Insultante para los Otros
mujeres étnicamente inconprensible hombres
DESCRIPCIÓN DE QUEJAS

Núm. Quejas %Acumulado

B) What percentage of the total can be attributed to the most important complaint?
67%, It could be said that the most prominent predominants in this result are the W and R types, in which the R type (67%) refers to
“Radically and ethnically offensive”, which means that it is the main reason of protests by society, which is why the manufacturer
must take action on the matter so that this does not affect its business.
 3. Develop a scatterplot for two variables of interest. (say the pages of a newspaper per day of the week).

RESOLUTION:
DAY No. Of pages
1 Monday 45
2 Tuesday 38
3 Wednesday 43
4 Thursday 35
5 Friday 38
6 Saturday 43
7 Sunday 40

50
45
40
35
No. De Pagínas

30
25
20 No. De Paginas
15 Linear (No. De Paginas)
10
5
0
0 1 2 3 4 5 6 7

Día de la Semana
4. Develop a Pareto chart for the following causes of low test scores:

Reasons for low rating Frequency

Not enough time to finish 15
Late arrival for the exam 7
Difficulty understanding the material 25
Insufficient preparation time 2
Study of the wrong material 2
Distractions in the exam room 9
Calculator batteries ran out during exam 1
Forgotten exam date 3
Feeling sick during the exam 4

RESOLUTION:
Accumulat %Accumulat
Reasons for low rating Frequency
Percentage ed ed
Difficulty understanding the material 25 37% 25 37%
Not enough time to finish 15 22% 40 59%
Distractions in the exam room 9 13% 49 72%
Late arrival for the exam 7 10% 56 82%
Feeling sick during the exam 4 6% 60 88%
Forgotten exam date 3 4% 63 93%
Insufficient preparation time 2 3% 65 96%
Study of the wrong material 2 3% 67 99%
Calculator batteries ran out during exam 1 1% 68 100%
TOTAL 68
 GRÁFICO DE PARETO
68 100%
51 80%
60%
34
40%
17 20%

% ACUMULADO
0 0%
FRECUENCIA

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Frecuencia %AcumuladoS

According to the result obtained in the Pareto graph, those below 80% are responsible for the causes of the lower grades:
1.- Difficulty understanding the material,
2.- Insufficient time to finish,
3.- Distractions in the exam room, these criteria must be evaluated in the most opportune way to work on these variables and thus be
able to solve the problem of withdrawals and thereby reduce these variables considerably.

5. Theresa Shotwell's restaurant located in Tallahassee. Florida, has recorded the following data for eight recent clients:
 A. As a client, i Time from the order to the No. From Trips to the
arrival of the run (yi) Kitchen (made by the
waitress) (Xi)
1 10.50 4
2 12.75 5
3 9.25 3
4 8.00 2
5 9.75 3
6 11.00 4
7 14.00 6
8 10.75 5
RESOLUTION:
A) Theresa wants you to graph the 8 points (xi,yi). She is concerned because customers have been waiting too long for their
food, and this graph is intended to help her find the possible causes of the problem.

WHY IS THERE A LONG WAIT FOR FOOD?

 16

Tiempo desde la orden hasta la llegada de la

14

12

10
corrida

8 Tiempo desde la orden hasta la llegada de la cor-

rida (yi)
6
Linear (Tiempo desde la orden hasta la llegada de
la corrida (yi))
4

0
1.5 2 2.5 3 3.5 4 4.5 5 5.5 6 6.5

Número de viajes

B) This is an example of what type of graph?

6. Develop a flow chart that shows all the steps involved in planning a party.

START
 Choose place, date and time 1 2
of the party.

Choose place, date and time Search Living room Arrange furniture and
of the party. decoration decoration

NO
Make guest list Choose Wait for the day of the party
decoration and for the guests to arrive.
YE
AH
Send invitations
(Facebook, personal) Search DJ/Atmosphere
Have 100% fun

Search Banquet or Menu

Choose END
DJ/Ambience

NO
Choose
menu YE
AH Clean the living room

1 of bad driving habits that may occur at a traffic light. Make a list of the ten that you consider most likely
7. Consider the types
2
to occur. Add the “other” category to your list. Create a checklist to record the frequency of these habits. Using this check
 sheet, visit the intersection of two busy streets at 4 different times of the day, two of these times must be high traffic. For 15
or 20 minutes, notice how frequently the habits on your list occur.
RESOLUTION:

Code Accident Occurred due to:

1 For putting on makeup
1 For putting on makeup 6 He didn't turn the turn signal
1 For putting on makeup 6 He didn't turn the turn signal
2 Sending a message on the phone He was distracted by taking care of his
2 Sending a message on the phone 7 children.
2 Sending a message on the phone 7 For arguing with her husband
2 Sending a message on the phone 7 He was distracted by scolding his Son.
2 Sending a message on the phone 8 Speeding
3 Go Talking on the phone 8 Speeding
3 For calling the boyfriend on the phone 8 Speeding
3 Go Talking on the phone 8 Speeding
4 bedroom 8 Speeding
4 bedroom 9 High blood alcohol levels
4 bedroom 9 High blood alcohol levels
5 Stress 9 High blood alcohol levels
5 Stress 10 Others
5 Stress 10 Others
5 Stress 10 Others
6 He didn't turn the turn signal 196
6 He didn't turn the turn signal

Frequenc Percentag Accumula %Accumula

Code Bad habits y e ted ted
 8 High speed 40 20% 40 20%
10 Others 30 15% 70 36%
9 Drunk state 27 14% 97 49%
Don't put the turn
6 signal 24 12% 121 62%
7 Chatting with co-pilot 21 11% 142 72%
5 Stress 20 10% 162 83%
4 Doze 12 6% 174 89%
2 Test by phone 10 5% 184 94%
3 Talking on phone 9 5% 193 98%
1 Go Makeup 3 2% 196 100%
TOTAL 196 100%
 GRÁFICO DE PARETO
176.4 80%
117.6

%ACUMULADO
58.8 40%
FRECUENCIA

0 0%
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Frecuencia %Acumulado
8. Draw a spine of sin diagram detailing the reasons why r which an airline customer might be dissatisfied with.
9. Consider the everyday task of getting to work on time or getting to the first class in the morning on time. Draw a fishbone
diagram showing the reasons why you might be late in the morning.
10. Boston Electric Generators has received many complaints from its main customer. Home Satation for the quality of its home
generator shipments. Daniel Shimshak, the plant manager, is concerned because a customer provided him with the only
information the company has about the quality of its shipments. It decided to collect information on defective shipments using
a form that drivers must fill out when they arrive at their customers' stores. The forms for the first 279 registered shipments
have been received, and show the following data for the last 8 weeks: