A Refrigeration and Heating Company-One That Installs and Repairs Home

question 73

Essay

A refrigeration and heating company-one that installs and repairs home central air and heating systems-has asked your advice on how to analyse their service quality.They have logged customer complaints.Here's a recent sampling.Use the supplied template to construct a conventional cause-and-effect diagram.Place each of the complaints onto a main cause;justify your choice with a brief comment as necessary.1."I was overcharged-your labour rates are too high." 2."The repairman left trash where he was working." 3."You weren't here when you said you would be.You should call when you must be late." 4."Your repairman smoked in my house."5."The part you installed is not as good as the factory original." 6."Your repairman was here for over two hours,but he wasn't taking his work seriously." 7."You didn't tighten some of the fittings properly-the system's leaking." 8."Your estimate of repair costs was WAY off." 9."I called you to do an annual inspection,but you've done more-work that I didn't authorize." 10."Your mechanic is just changing parts-he doesn't have a clue what's really wrong." 11."Your bill has only a total-I wanted to see detail billing." 12."Your testing equipment isn't very new-are you sure you've diagnosed the problem?"13."One of the workmen tracked mud into my living room."

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Definitions:

Disorders

Disruptions or abnormalities in function that hinder the normal operation of the body or mind.

Learned Behaviors

Learned behaviors are actions or reactions that organisms acquire through experience, often involving memory and skills developed from previous activities or teachings.

Innate Behaviors

Behaviors that are genetically coded and present at birth, not learned through experience, such as reflex actions in infants.

Inherited Response

A reaction or behavior that is genetically passed down from one generation to the next, often instinctual in nature.