1.

Ritz-Carlton
Note: This Questions refers to the case with the same name.

Q1.1 - Using the sheet "Summary Counts" in the file "ritz.xls" (Ritz-Carlton Data file available on
Portal as a resource for session 7), calculate the overall average ratio of recorded quality incidents
per room occupancy for the period from January 1 to November 24, 1997 (in the following, we will
refer to this number as p bar).
p bar:

Q1.2 - For every day in this period, calculate the ratio of the number of recorded quality incidents to
room occupancy as well as upper and lower control limits above and below p bar (as shown during
lecture). How many days in this period were "out of control" in a statistical sense, i.e., had a ratio of
defects to room occupancy higher than the upper control limit for the day?
Days:

Q1.3 - For the out of control days, select the three types of defect in order of increasing prevalence.
Most Prevalent

Second Most Prevalent

Third Most Prevalent

Type of Defect Most Prevalent menu

Type of Defect Second Most

Prevalent menu

Type of Defect Third Most Prevalent

menu

T
y
p
e
o
f
D
e
f
e
c
t

Q1.4 - For each day of the week, please provide the number of times the day was out of control.
Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

2. (Process Capability) Developers in a Gaming Company

A team of engineers at a major computer games developer is studying the automated upgrading process their customers are
subject to once every month.
The technical variability in the upgrade time is identified as a potential area for improvement. The average time for an upgrade is
currently normally distributed with mean 3 minutes and standard deviation 50 seconds. An efficiency standard has been laid
down that transactions should not exceed 4 minutes.

Q2.1 - In this environment, what is the upper capability measure of the upgrade times?

Upper capability measure:

Q2.2 - What is the current probability of missing the efficiency standard limit?
Target Miss Probability:

Q2.3 - If the upgrade completion process was improved and the upper capability measure of the
transaction times was equal to 0.8 instead, what would be the probability of missing the efficiency
standard limit?
Target Miss Probability: