Each day, a golf resort handles 700 golfers. Each guest encounters 22 "moments of truth" during a typical day. The resort is open seven (7) days a week. If they receive 12 complaints per week, the epmo is _____.

Question

Quizplus · Accepted Answer

The epmo (errors per million opportunities) is calculated by taking the total number of errors (complaints in this case), dividing by the total number of opportunities for error, and then multiplying by 1,000,000. Here, the total number of opportunities per week is 700 golfers * 22 moments of truth * 7 days = 107,800 opportunities. With 12 complaints per week, the epmo = (12 / 107,800) * 1,000,000 = approximately 111. Therefore, the epmo is more than or equal to 100 but less than 150.

Each Day, a Golf Resort Handles 700 Golfers