Management Case
The problem that has necessitated the analysis of data using control charts to determine whether the processes at the hotel are in control is the increasing number of complaints from the customers regarding the charges on their hotel bills (Reid and Nada 243). Some of the complaints included extra charges on the bill for services that were no rendered and meals that the customers did not order. Other complaints include the lack of charges on the hotel bill for services rendered and meals that were ordered. The need to sort the issues at the front desk caused delays for the customers (Reid and Nada 243). Of the various charts that could be used in the analysis of the data on the number of billing errors over the thirty-day period, the most appropriate chart was the attribute data control chart. The attribute data control chart was appropriate because of the data collected is not continuous as found by Wachs.
Assuming that each day of the thirty-day period under consideration is a sample, using an attributed data control chart allows one to create upper and lower limits. Using the limit, one can determine the days in this period when the process was not in control. One can then analyze the process in the identified days to determine the cause of the deviation.
Figure 1 below shows that the quality problems have been in existence throughout the thirty-day period. However, the problems escalated from the twenty-fifth day. This is evidenced by the five points above the upper limit in succession between the twenty-fifth day and the thirtieth day. Given that the computer system used in the processing of bills has been operation throughout the entire month, the evidence leads to the conclusion that the billing errors are the result of human factors. The fact that the number of errors increased in the last six days of the month is because new employees were engaged (Reid and Nada 244). Nonetheless, the occurrence of incidences above the control limits on the other days also highlights the need for more training to ensure the correct entry of the data.
Based on these findings, the recommendation is to train all the employees on the use of the computer system. It is also recommended to carry out refresher courses periodically to revamp the skills of the employees.
Figure 1 showing the attributed data control chart
Works Cited
Reid, Dan and Nada, Sanders. Operations Management: An Integrated Approach. Hoboken, NJ: Wiley, 2013. Print.
Wachs, Steven. How do I choose the appropriate type of control chart? Web. 28 Mar. 2016
