A Major Airline Is Interested in Monitoring Customer Satisfaction with Its

question 8

Essay

A major airline is interested in monitoring customer satisfaction with its baggage handling process. To do so, each day the airline randomly selects 100 customers and surveys them to determine if they are satisfied or not with the service provided. After 20 samples, a total of 260 unsatisfied customers were surveyed. a. If the airline wishes to use a control chart, which chart would you recommend and why? b. Determine the 3-sigma control limits for the appropriate control chart.

---

Definitions:

Machine Hours

A measure of the total time that machines are operating, used in cost accounting to allocate machine-related expenses to products.

Allocation Base

A measure or statistic used to allocate costs among different departments, products, or activities within an organization.

Overhead Costs

Expenses not directly tied to production, including rent, utilities, and administrative costs.

Plantwide Overhead Rate

A single overhead absorption rate used throughout an entire plant or facility, applied uniformly to all cost objects irrespective of the department in which they were created.