Tammy Tan z3461062
ECON1203 Lee Lee Ooi ASB 232 (Mon 10:00 – 11:00)

JGW - AllRepairs
Business Analytics Department: Quality Control

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Executive Summary
This report will examine the success of JGW’s AllRepairs in maintaining a high quality of service and isolate any inefficiency in the provision of services. One concern of AllRepairs is in quality control and measures efficiency by the time it takes the mechanic to undertake the assigned task. In order to maximise chance of repeat business, AllRepairs is also interested in maintaining a good relationship with them. An agreed target has been established: at least 82% of customers should be either satisfied or very satisfied with the services provided. In this report, 293 jobs were selected as a sample and the associated customers were surveyed. Data has been collected from the branch that provides repairs to refrigeration units.

KEY FINDINGS
        95.6% of jobs were completed within one hour with the shortest being 8 minutes and longest 94 minutes Regarding difficulty, 28% of jobs were easy, 61% standard and 11% hard. There is a 50.54% variation in time due to difficulty, and as difficulty increases, so does time. The hard jobs created the greatest range in the time taken. There are no marked differences between mechanics that suggests any one mechanic was less efficient that the other mechanics. 17% of customers were very satisfied with the repair job, 60% were satisfied, 16% dissatisfied, 2% very dissatisfied and 5% did not respond. Time and mechanic are both factors of little influence to customer satisfaction. The agreed target was not met and less than 82% of customers were either satisfied or very satisfied with the refrigeration repair.

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Table of Contents
Executive Summary