You have just been employed as a quality manager in an organization. The Chief Executive Officer (CEO) gives you a data on customer complaints compiled over the past decade for advice at the next board meeting as follows. Type of complain Frequency Cost per occurrence Total Cost 10 1 10 1 20 20 2 6 12 x 6 1 6 1 300 300 z 3 3 9 Hint: Calculations should be rounded up to ONE decimal place i) Using the relevant quality management tool, process and analyze the data. (16 marks) Interpret the results and give an expert advice to your boss for the appropriate decisions to be taken at the next board meeting.
