Convincing Features
Assignment Type
Subject
Uploaded by Malaysia Assignment Help
Date
Overall Grade: 20%
Link to learning outcomes: K1,S1,S2,RC1,and SD1
Individual Project 20% DUE IN WEEK 8
3-4 pages max 1500-2000 words.
Undertake a research assignment, analyze data collected from primary or secondary sources, report your major findings professionally, discuss the related implications, and make recommendations for improvement. You need to submit the written report (20%):
You required to select a case study at a certain organization
You are required to read through the customer/consumer complaints for a period of time (for example three or four months) – to identify and record about 20 complaints in total (as much as available). If complaints are not tracked, then design a simple template to track complaints from now on so that you have some data to work on within a month or so, at least. If not available, then select a case study from available literature (books and journals publications) which includes customer complaints analysis similar to what is required in this report.
i. Prepare a check sheet to list the complaints, tally and summarize frequencies
ii. Draw a Pareto Diagram to array the complaints
iii. Select the top complaint and prepare:
a. Cause and Effect (Fishbone) diagram – use the framework of the Fishbone to explain the possible causes for the arising problemsfor the top complaint with the team from the selected organization (if not possible, then use a theoretical case study you read about).
b. Another Pareto Diagram for top complaint by location or time or country (Drill Down Pareto)
iv. Write a narrative for each of the charts, tables or diagrams you have prepared.
v. Write a conclusion on your understanding of the analysis that you have performed.
vi. Prepare the Final Report (which includes all of the above) using a Business Report Structure as explained later below.
The executive summary is an abstract of one paragraph for the whole project
The content page should be generated using word processing embedded in the Word document.
List of numbered sections in report and their page numbers
Terms of Reference – <the objective of the report>
Outline the report structure
Introduce each industries or sectors you have examined.
Explain the reasons for which quality is important for each of the businesses or industries your group is working on.
Explain how you gain access to the information/data and how those data was collected.
Describe your analysis one by one:
(i) Check sheet
(ii) Pareto Diagram – show the top complaint
(iii) For the top complaint: create the Fishbone diagram analysis.
(iv) For the top complaint do another Pareto Diagram by location, time, or country.
< A conclusion is not a summary of your analysis or findings. It is your making sense of what you have found from your analysis> with all the information that you have found, how would you now make sense of what business do to control/manage quality. Relate your findings to quality management and it’s implications and importance to businesses and society today.
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