VEDAR, ZOILA JOYCE C.

HRDM 3-6
FINAL EXAM

Problem Solving (write your answer in clean bond paper then submit the image of your answer)

A recent survey poll of 519 adults who flew in the past year found the following their number 1
complaints about flying; cramped seats (45), cost (16), fear of flying (57), security measures
(119), poor service (12), connecting flight problem (8), overcrowded plane s(42), late planes/wait
(57), food (7), lost luggage (7), and other (51)

1. What percentage of those surveyed found nothing they dislike? (5pts)

● The survey poll has 519 adults and 421 complaints. The 421 complaints are the
sum of all complaints found in the survey. Therefore, there are 98 adults out of
519, which means 18.8% of the total, who did not report a complaint, and we can
assume that they found nothing to dislike in the flight.

2. Draw a Pareto chart summarizing these responses. Include the " no complaints
groups. (10pts)
● A Pareto chart is a type of bar graph that shows the type of complaint from the
higher occurrence to the lower occurrence. You can use Microsoft Excel or
Google Sheets to generate the graph. A Pareto chart makes it easier to spot the
major complaints to work on first to improve the clients' satisfaction.

●
3. Use the 4M's method to create a fish-bone diagram for the 10 specific categories
of dislikes (exclude "other" and "no complaint").Choose 1 specific problem
(10pts)
● A fishbone diagram is a visual tool to group problems in a process. The idea is to
group similar causes that are contributing to the problem and make it easier to
tackle them. The "4 Ms" are the 4 major aspects in the process analysis: method,
materials, machine, and manpower.

4. If you were managing an airline, what two specific issues would you tackle to
improve customer service? Why? (5pts)
● As the airline manager, I would focus first on the three problems with the highest
number of complaints. The three problems can be easily identified in the Pareto
chart on the left side (biggest bars). They are "security measures", "dislike or fear
of flying", and "late planes/waits". Solving these three problems, the complaints
can be reduced from 421 to 188, which means a 55% reduction.