Fix-Up AutomobileRepair Case
An automobile repair shop is concernedabout customer satisfaction in terms of theentire experience customers receive fromthe repair shop.
In order to quantify the customerexperience, several critical servicecharacteristics have been identified:
Complaints of a failure to fix the vehicle
Delay beyond the promised pick-up time
Complaints of damage to the inside/outsideof the vehicle during repair
A zero-level of defects, with no dissatisfiedcustomers, is the goal
Statistics have been collected over the pastfew months regarding these criticalcharacteristics