hi, I am looking for the specific answer for this question, thanks! Question: Yo
ID: 450949 • Letter: H
Question
hi, I am looking for the specific answer for this question, thanks!
Question: You have been consulted to study the service quality of Monsu Hotel based on the number of customer complaints filed with the hotel. At Monsu Hotel, if guests are not happy with any part of their stay, they are asked to file a customer complaint from. At the end of each week, the number of complaints filed is recorded. Table 2 lists the number of complaints from the past 50 weeks.
Table 2
Week
Complaints
Week
Complaints
1
9
26
7
2
11
27
5
3
7
28
8
4
8
29
6
5
6
30
7
6
8
31
5
7
10
32
5
8
9
33
4
9
8
34
4
10
10
35
3
11
11
36
5
12
8
37
2
13
9
38
4
14
13
39
3
15
11
40
3
16
10
41
4
17
9
42
2
18
8
43
4
19
11
44
5
20
13
45
5
21
9
46
3
22
8
47
2
23
9
48
5
24
7
49
4
25
7
50
4
1. Do you think the hotel management should be concerned about the number of complaints in Week 14 and Week 20?
2. Is there statistical evidence to suggest that the hotel service is at an acceptable level of standard? Answer this part using an appropriate statistical control chart with control limits at the at the 3-sigma level.
3. Based on the chart produced in part (b), do you have any concerns about the service provided by Monsu Hotel? Give reasons for your answer.
4. What is your recommendation to the Service Manager of Monsu Hotel? Give reasons for your answer.
Week
Complaints
Week
Complaints
1
9
26
7
2
11
27
5
3
7
28
8
4
8
29
6
5
6
30
7
6
8
31
5
7
10
32
5
8
9
33
4
9
8
34
4
10
10
35
3
11
11
36
5
12
8
37
2
13
9
38
4
14
13
39
3
15
11
40
3
16
10
41
4
17
9
42
2
18
8
43
4
19
11
44
5
20
13
45
5
21
9
46
3
22
8
47
2
23
9
48
5
24
7
49
4
25
7
50
4
Explanation / Answer
Do you think the hotel management should be concerned about the number of complaints in Week 14 and Week 20?
Ans:- The management should not really be worried as there are other weeks also like week 15 & 19 when the complaints are on a higher side. One needs to understand that if there are more people the number of complaints might go up. Hence, one should not worry about it.
Based on the chart produced in part (b), do you have any concerns about the service provided by Monsu Hotel? Give reasons for your answer.
Ans:- Not worried about the service provided as it is not possible to impress everyone. Hence, if in a span of 50 weeks only a few weeks register a high complain ratio; one should not get worried about it.
What is your recommendation to the Service Manager of Monsu Hotel? Give reasons for your answer.
The recommendation to be given is one should look at the complaints being lodged and look to rectify them. However, one should also keep in mind the feasibility of these complaints. Sometimes, it might not be possible to rectify some complaints as it might involve incurring a lot of cost which the hotel might not be able to incur.
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