(c) (3 pts) A hotel manager has received several complaints over the last few we

Question

(c) (3 pts) A hotel manager has received several complaints over the last few weeks concerning the time the front desk takes to check guests in and out. After analyzing the process, she realizes that several steps are included in each procedure (waiting in line, filling out a registration form, checking the availability of a room, and so on). What type of control chart(s) would you suggest the manager use to begin to improve the front desk’s service? What does being out of control suggest for the selected control chart(s)?

Explanation / Answer

The most common control charts used in service industries are the p, u, and XmR charts. They can be used to monitor error rates, missed commitments, and turnaround times. Once the data is organized into columns, it’s easy to turn the data into a control chart.

When there are no headings and the data represents, for example, patient-by-patient or claim-by-claim turnaround times, the data can be easily charted as an XmR chart. So we will suggest Xbar R chart.

The control chart shows how a process or output varies over time so you can easily distinguish between "common cause" and "special cause" variation. Identifying different causes of variation lets you take action on a process without over-controlling it.

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