solution

The manager of Perrotti’s Pizza collects data concerning customer complaints about pizza delivery. Either the pizza arrives late, or the wrong pizza is delivered.

a. The manager of Perrotti’s Pizza is attempting to understand the root causes of late pizza delivery and has asked each driver to keep a log of specific difficulties that create late deliveries. After one week, the logs included the following entries: delivery vehicle broke down, couldn’t make it across town to deliver second pizza in time, couldn’t deliver four pizzas to four different customers in time, kitchen was late in producing order, got lost, order ticket was lost in production, couldn’t read address on ticket and went to wrong house. Organize these causes into a cause-and-effect diagram.

b. Use a Pareto chart to identify the “vital few” delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures.