supply chain management

- -- MNGT 334-01 Individual Assignment #1 Spring 2019

Individual Assignment #1

Instruction

Please take the time to carefully read and analyze CASE: Scharadin Hotels Once you have completed the case analysis, please answer the following questions:

I . Construct a 3-sigma control chart with the given data. **Please note that you need to show all the steps of your calculations to receive full credit. Also, please make sure your hand writing is clearly readable.

2. Is the process "in control" or "out of control"? Why? 3. Based on your analysis, do you think the problem is the new computer system or

something else? 4. What advice would you give to Larraine based on the information that you have?

Please prepare for a written report and then submit it in class by March 7, 2019.

CASE: Scharadin Hotels

Scharadin Hotels is a national hotel chain started in 1957 by Milo Scharadin. What started as one upscale hotel in New York City turned into a highly reputable national hotel chain. Today, Scharadin Hotels serves over 100 locations and is recognized for its customer service and quality. Scharadin Hotels are typically located in large metropolitan areas close to convention centers and centers of commerce. They cater to both business and nonbusiness customers and offer a wide array of services. Maintafoing high customer service has been considered a priority for the hotel chain.

A Problem with Quality

The Scharadin Hotel in San Antonio, Texas, had recently been experiencing a large number of guest complaints due to billing errors. The complaints seemed to center around guests disputing charges on their final hotel bill. Guest complaints ranged from extra charges, such as meals or services that were not purchased, to confusion for not being charged at all. Most hotel guests use express checkout on their day of departure. With express checkout, the hotel bill is left under the guest' s door in the early morning hours and, if all is in order, does not require any additional action on the guest's part. Express checkout is a service welcomed by busy travelers who are free to depart the hotel at their convenience. However, the increased number of billing errors began creating unnecessary delays and frustration for the guests who unexpectedly needed to settle their bill with the front desk. The hotel staff often had to calm frustrated guests who were rushing to the airport and were aggravated that they were getting charged for items they had not

purchased.

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