Team Assignment 4: Quality

Part A: In-Flight Crew

Although Southwest Airlines looks to provide an enjoyable and relaxing flight experience for their passengers, unfortunately, not all passengers will be satisfied at all times. There has been numerous complaints to the airline regarding the interactions with the flight crew and the overall in-flight experience.

The quality control manager at SWA wants to understand the reasons why passengers may complain about the crew or in-flight experience. Help her out by building a cause-effect (or fishbone) diagram to identify as many reasons as possible for why there may be complaints about the in-flight experience. All charts should be created in Word (I do not want any hand-drawn charts).

Part B: Delayed Flights Southwest Airlines is quite proud of their safety record and their timely departures and arrivals. In order to determine if there is a significant change in the number of flights delayed more than 30 minutes, For three months, Southwest Airlines randomly selected 100 flights per day and reported how many were delayed by more than 30 minutes. Here is the data collected:

DATE DELAYED FLIGHTS DATE DELAYED FLIGHTS DATE DELAYED FLIGHTS DATE DELAYED FLIGHTS DATE DELAYED FLIGHTS

1-Sep 4 21-Sep 2 11-Oct 1 31-Oct 6 20-Nov 3 2-Sep 8 22-Sep 6 12-Oct 7 1-Nov 0 21-Nov 7 3-Sep 4 23-Sep 0 13-Oct 0 2-Nov 16 22-Nov 5 4-Sep 0 24-Sep 6 14-Oct 4 3-Nov 1 23-Nov 7 5-Sep 0 25-Sep 1 15-Oct 1 4-Nov 2 24-Nov 7 6-Sep 4 26-Sep 1 16-Oct 5 5-Nov 2 25-Nov 1 7-Sep 7 27-Sep 2 17-Oct 3 6-Nov 2 26-Nov 3 8-Sep 3 28-Sep 4 18-Oct 0 7-Nov 2 27-Nov 3 9-Sep 0 29-Sep 17 19-Oct 2 8-Nov 6 28-Nov 4 10-Sep 4 30-Sep 4 20-Oct 7 9-Nov 3 29-Nov 4 11-Sep 5 1-Oct 4 21-Oct 0 10-Nov 0 30-Nov 1 12-Sep 6 2-Oct 3 22-Oct 1 11-Nov 4 13-Sep 4 3-Oct 5 23-Oct 4 12-Nov 8 14-Sep 11 4-Oct 8 24-Oct 1 13-Nov 15 15-Sep 7 5-Oct 4 25-Oct 0 14-Nov 6 16-Sep 0 6-Oct 4 26-Oct 5 15-Nov 1 17-Sep 4 7-Oct 7 27-Oct 3 16-Nov 4 18-Sep 2 8-Oct 5 28-Oct 4 17-Nov 8 19-Sep 3 9-Oct 11 29-Oct 7 18-Nov 3 20-Sep 10 10-Oct 3 30-Oct 5 19-Nov 6

Use this sample to assess the quality of the airplane seats.

a. What type of control chart should be used here? Why?

b. What is the centerline of the chart? What is the lower control limit? The upper control limit?

d. What statistic should be plotted on the control chart for each sample?

e. Create a control chart. Copy and paste the control chart into your Word document.

f. Is this system under control?

g. What advice would you provide to the quality control engineer at Southwest?

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