Edited Quetsionair English

Part III: Survey on Service Quality Items
Direction: This part of the questionnaire intends to find your perception towards the
service quality of Addis Ababa Light railway. Please tick (√) the number that you feel most
appropriate number using the scale below (from 1 to 5 alternatives in the Likert scale).
Key: 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, 5=Strongly Agree.
s SD D N A S
/
(1) (2) (3) (4) (
n
Man
1 I receives training and dev.t in work place on a regular base
2 Management at this organization, believes that continues training and upgrading skill is
important
3 Negligent employees in our organization have impact on production process
4 Employees absenteeism in our organization have impact on production process
5 Skilled employees turnover in our organization have impact on production process
6 There is proper shift change & hand over in our organization
7 There is the right quality and quantity of employees for production process
Raw material
1 The organization uses high quality of raw material for production process
2 The organization supply continuous raw material flow the production process
3 The organization uses the same type/quality of raw material for the same type of
product
4 I USE raw material IN A BETTER AND ECONOMIAL WAY
5 Using virgin or recycled material is the same for product quantity
6 Using virgin or recycled material is the same for product quality
Machine
1 I USE WORKING material AND MACHIN IN A BETTER AND ECONOMIAL WAY
2 Our machines are immediately maintained during break down problem.
3 There are obsolete machine that affect production process
4 The machines are always properly set up and ready for production
5 Because of machine problem I produce more damage and scrap
6 Because of machine problem my production is low.
Method
1 We use reasonable (proper) work methods
2 I have good work communication with my friend
3 There is good work communication within our department staff
4 The work methods are adequate & capable enough to carry special tasks
5 I used check list properly during production process
6 I follow work procedures properly
Measure
1 I used the right testing method to measure product specification
2 I used the right testing tool to measure the product quality
3 Testing device like meter,caliper,digital balance are always available on hand
4 There is immediate test result from quality controllers.
5 We measure the product quality frequently
6 Our measuring tools are calibrated
Process
1 There is clear work instruction

2 There is clear customer specification
3 There is clear working parameter for setting the machine
4 I use check list continuously during the production process
5 There is smooth work flow on production process
6 There is enough space for production process
Out put
1 I regularly deliver high quality product/service
2 There is minimum waste/SCRAP during production process
3 I ACHIVE MY WORK target
4 I produce high production quantity
5 There is good skill transfer during production process control
6 I AM motivated and satisfied DURING production process
Operational performance
Cost
1 There is low production downtime
2 I use my work time properly
3 There is low production cost
4 There are low spare part AND MAINTENANCE cost
Quality
1 Our customers are satisfied by our best quality product
2 Our customers are satisfied by our best quality service
3 I am satisfied with best quality raw material supply
4 I am satisfied with best quality employees
Delivery
1 Our customers are satisfied by our on time delivery of product.
2 I AM satisfied by on time delivery of raw material,& spare part
3 I AM satisfied with fast responses' of machines maintenance during production process
4 I meet my work dead line promptly
Flexibility
1 OUR ORGANIZATION provide variety of alternative product for our customer
2 OUR ORGANIZATION are flexible enough for our customer to satisfy their need
3 I work to the best of our ability
4 Our organization is flexible enough to motivate his employees
3/
Machine Name Which One Of The following machine

have more mechanical produce more damage/ scrap / produce more quality
problem
HDPE A..4 B.3 C.2 D.1 A..4 B.3 C.2 D.1 A..4 B.3 C.2 D.1
BLOW A.5 B.4 C.3 D.2 A.5 B.4 C.3 D.2 A.5 B.4 C.3 D.2
INJECTION A. d1- B. d2- C. d- D.d- A. B. C. d- D.d- A. B. C. d- D.d-
800 800 1050 200 d1- d2- 1050 200 d1- d2- 1050 200
800 800 800 800
E. Ar F. Ar G.sp- H.d- E. Ar F. Ar G.sp- H.d- E. Ar F. Ar G.sp- H.d-
sp-700 sp- 315/ 350 sp- sp- 315/1 350 sp- sp- 315/ 350
350 145 700 350 45 700 350 145
PVC A.ds-1 B.ds-2 A.ds- B.ds A.ds-1 B.ds-2 A.ds- B.ds
1 -2 1 -2
SUCTION HOSE
FLEXIBLE
CONDUIT
GARDEN HOSE
2. Which type of employees discipline are more experienced in your shift?
1. Absenteeism  2. Late coming  3. Handling over 4. Negligence
3. Who is responsible for product quality?
 1. Operators 2. Quality controllers 3.Supervisors 4Managers

5. Transporters
4. Who is more responsible for overall process control?
1. Operators 2.Quality controls 3.Supervisors 4.Managers
5. What are the main reason for scrap and product damage ?
1. Operator’s negligence 2.Lack of operator skill 3.Lack of supervision 4. Poor quality of

raw material 5.Frequent machine break down 5.Power failure 6.Other
6. What are the main reasons for loss of producions
1. Poor quality raw materials 2.Absentism 3.Negligency 4.Lack of skill
5. Hand over problem 5. Poor supervision
7. Majority of product quality failure happen during

1.Production process 2. During transportation 3 . Storage 4.Other


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Part III: Survey on Service Quality Items

1 There is clear work instruction

Machine Name Which One Of The following machine

2. Which type of employees discipline are more experienced in your shift?

1. Absenteeism  2. Late coming  3. Handling over 4. Negligence

3. Who is responsible for product quality?

 1. Operators 2. Quality controllers 3.Supervisors 4Managers

4. Who is more responsible for overall process control?

1. Operators 2.Quality controls 3.Supervisors 4.Managers

1. Operator’s negligence 2.Lack of operator skill 3.Lack of supervision 4. Poor quality of

6. What are the main reasons for loss of producions

1. Poor quality raw materials 2.Absentism 3.Negligency 4.Lack of skill

5. Hand over problem 5. Poor supervision

7. Majority of product quality failure happen during

1.Production process 2. During transportation 3 . Storage 4.Other

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