The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the percentage of complaints represented by the problem "Literature not included in box"?
A)9%
B)18%
C)36%
D)54%
E)81%

Question

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows:  If they construct a Pareto chart, what is the percentage of complaints represented by the problem "Literature not included in box"?
A)9% 
B)18% 
C)36% 
D)54% 
E)81%

Quizplus · Accepted Answer

To construct a Pareto chart, we need to first rank the complaints in descending order of frequency. Then we can plot the number of occurrences of each complaint as a bar graph, in descending order, and add a cumulative percentage line.

When we do this, we get the following results:

Complaint           Frequency         Cumulative Frequency     Cumulative Percentage
Incorrect Product    35                    35                                35%
Late Delivery          18                    53                                53%
Defective Product   12                    65                                65%
Billing Errors           8                      73                                73%
Out of Stock             5                      78                                78%
Hard to Assemble     4                      82                                82%
Poor Quality             3                      85                                85%
Literature Not Included  2              87                               87%
Other                      13                  100                              100%

According to the chart, the problem "Literature not included in box" represents 2 complaints, which is approximately 18% (2/11) of the total number of complaints. Therefore, the correct answer is B.

The RC and More Superstore Decides to Track Customer Complaints