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Operation Management

Subject: Final Project Report

Submitted To: Dr Aamer Hanif

Submitted By: Aaqib Nawaz (170055)


Arslan Hanif (170051)
Table Of Content

Contents
INTRODUCTION ............................................................................................................................................. 3
Company AWAN FOODS ............................................................................................................................... 3
Cause And Effect ........................................................................................................................................... 3
1. Check Sheet........................................................................................................................................... 3
Table 1.1.................................................................................................................................................... 4
Exhibit 1 .................................................................................................................................................... 4
2. Fishbone Diagram ................................................................................................................................. 4
Table 2.1.................................................................................................................................................... 4
Exhibit 2 .................................................................................................................................................... 5
3.Pareto Analysis........................................................................................................................................... 5
Table 3.1.................................................................................................................................................... 5
Exhibit 4 .................................................................................................................................................... 6
Conclusion ..................................................................................................................................................... 6
INTRODUCTION
Continuous quality improvement process assumes, and even demands that team of experts in field
as well as company leadership actively use quality tools in their improvement activities and decision
making process. Quality tools can be used in all phases of production process, from the beginning of
product development up to product marketing and customer support. At the moment there are a
significant number of quality assurance and quality management tools so the selection of most
appropriated one is not always an easy task. In the conducted research it is investigated possibilities
of successful application of three of 7QC tools in service providing Industry. And the selected
company belongs to food sector. The seven analysed quality tools are:

o Flow chart

o Cause-and-Effect diagram

o Check sheet

o Pareto diagram

o Histogram

o Scatter plot

o Control charts

Company AWAN FOODS


We had selected the restaurant AWAN FOOD, located in the F-8 Markaz. We visited there office and
interview there manager. In conversation with him he tell us about some problems which company
is facing. The major problem is related to damage parcel bag and customer service issue.
To understand the problem much better we interviewd the staff and delivery boys.

Cause And Effect


After completing interview when we concluded the data we come up with result that these issues of
poor customer service and damage parcel boxes are affecting there customer base. As dissatisfy
customer never come back to restaurant and bad word of mouth affects a lot in food industry.

And bad reputation in market is taking there business towards decline.

1. Check Sheet
To come up with the main reason of poor customer service we apply a one of seven quality tool
called check sheet. We prepare a perfoma and ask the complain department to guide us about the
complains in each area.
Table 1.1
Reasons Frequency (1st Quarter) Frequency (2nd Frequency (2nd
Quarter) Quarter)
Bad Food Quality 3 2 2
Uneducated Staff 6 8 4
Delay in Serving 3 9 4
Uncleaned Tables 4 8 3

Exhibit 1
Check Sheet:

Reasons Year 2019


First Quarter Second Quarter Third Quarter
Bad Food Quality
Uneducated Staff
Delay in Serving
Uncleaned Tables

2. Fishbone Diagram

The second major issue was complains regarding the damage parcel. This issue was affecting the
customer of restaurant, which order food from home and were dissatisfied. So after gathering data
we made a fishbone diagram to understand better the issue and its causes and effects.

Manager provide us with the stats related to the number of registered complaints regarding damage
parcel for previous four years.

Table 2.1
Year Number of Complaints
2016 7
2017 12
2018 25
2019 31
Exhibit 2
Complaints
35

30

25

20

15

10

0
2016 2017 2018 2019

Exhibit 3

3.Pareto Analysis:
We apply the pareto analysis. So 80 % of the problems of resturant can be solved if 20% of causes is
corrected.

Table 3.1
NUMBER OF
DEFECT
DEFECT OCCURRENCES
Quality Of Bag 30
Delivery Boy
Training 25
Storage Condition 21
Transport Condition 6
Capacity 5
Duration 4
Supplies of Material 4
Total 95
Exhibit 4

Pareto Chart
NUMBER OF DEFECT OCCURRENCES Cummulative Percentage 80% Marker

35 100
90
30
80
25 70
60
20
50
15
40

10 30
20
5
10
0 0
Quality Of Bag Delivery Boy Storage Transport Capacity Duration
Training Condition Condition

Conclusion

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