The manager of Perrottiâ€™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 Perrottiâ€™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, couldnâ€™t make it across town to deliver second pizza in time, couldnâ€™t deliver four pizzas to four different customers in time, kitchen was late in producing order, got lost, order ticket was lost in production, couldnâ€™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 â€œvital fewâ€ delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures.