We chose Pareto Charts and made an example of our own based on the types of

complaints I have encountered during my “On-the-job” training as a Food and Service

Management Major in a hotel.

Total Complaints for theYear 201x

40 100%

80%
30
60%
20
40%
10
20%

0 0%
Delay in Room Quality of Delay in Staff Air
Registration Cleaning Food Room Etiquette Conditioning
Service

# of Complaints Cumulative %

With the use of Pareto Charts, we can easily identify the type of complaint that needs to
be addressed first. The bar represents the number of complaints while the line represents
the percentage of the whole complaints. This makes it easier for the management what to
prioritize in order to improve their service. For example, the management’s target is to
improve its quality of service for the upcoming year and has made preparations to address
25% of the total complaints in the first quarter of the year. From the chart, we can deduce
that 25% of the total complaints stems from “Delay in Registration”. Having identified
this, the management can now create a strategic plan specifically to reduce delay in
registration and improving their service.
While the Old SPCT are useful, they are limited to identifying the source of problems or
errors in a business. They do not actually present solutions to the problems encountered.
They are not as in depth in terms of data like the New SPCT. For example, Arrow
Diagram (New SPCT) uses PERT and CPM. PERT and CPM are conjunctively used to
analyze and represent the task involved in completing a project, task, or production. The
main objective of these is to minimize the cost and maximize profit accordingly.

This is an example of PERT/CPM chart. As you can see from the image above, the sum
total number of duration is 20. With the use of PERT/CPM, we can reduce 20 to 16,
therefore minimizing the cost per day and maximizing profit.
The importance of using SPCT is very critical in every business because it ensures that
the process operates efficiently and effectively to its full potential. The aim of SPCT is to
eliminate errors in the process after identifying the variations that caused them and
provide continuous improvement in operation. With errors eliminated, the business can
reduce additional cost to cover the errors in the previous operations while maintaining or
improving the quality of their products by allocating the now the assets used to cover the
errors.