Quality Consider the following potential quality problems W

(Quality) Consider the following potential quality problems:
• Wine that is served in a restaurant sometimes is served too warm, while at other times
it is served too cold.
A surgeon in a hospital follows the hygiene procedures in place on most days, but not
all days.
• A passenger traveling with an airline might be seated at a seat with a defective audio
system.
• An underwriter in a bank might sometimes accidentally approve loans to consumers
that are not creditworthy.
For each of these potential problems:
a. What type of data would you collect?
b. What type of control charts would you use?

Solution

For the wine a feedback can be taken from the customer for their satisfaction derived from the consumption of that wine. It doesn’t matter if the wine was served warm or cold, it should be as per the customer’s request. Control on that can be the attendant asking in advance for the preference of the customer.

The attendants who attend the patients along with the doctor can be interviewed for verification of the doctor following the procedures. Controls can be a compulsory procedure that needs to be followed for every doctor for their hygiene and regular checking for the same.

Again feedback can be taken from every passenger about their experience during the flight. A thorough check for all the systems and everything can be done before the on boarding of the passengers.

Files for the loans approved can be checked for this kind of data. A double audit can be done of whether the underwriter has followed the underwriting guidelines during the underwriting procedure or not.