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The Office of Aviation Enforcement and Proceedings, U.S. Department of Transportation, posted this table listing the number of consumer complaints against top U.S. airlines by complaint category.

a. Construct a Pareto diagram depicting this information.

b. What complaints would you recommend the airlines pay the most attention to correcting if they want to have the most effect on the overall number of complaints? Explain how the Pareto diagram from part a demonstrates the validity of your answer.

a. see video; b. Flight problems, customer service, and baggage issues. The pareto diagram shows the highest number of complaint values on the left,

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okay for this problem are context is, um, complete types of complaints or categories of complaints about airline travel. So I took a little bit of time to create this into, uh, in my spreadsheet here. And I recommend you this spreadsheet, Um, and we have to do a little bit of work. So our first up here is gonna be to kind of get some accumulative percents, uh, get some cumulative counts percents to do the predator diagram our numbers. So we need to look at and we'll talk about it more once it's laid out there. So we have all these numbers. We need the cumulative version of the numbers. And also not only for Pareto diagram. I need to be in order. Cast a very put this first step. Okay, sort number is in order. Cumulative percents. Okay, so you could do this by hand, But you can also do this by, um I'm using spreadsheet so that when you do a Pareto diagram going to be how your tallest bar first or your highest number first eso I just take this 17 50 17 15 or so of the 2031 and that needs to go at the top, and then it needs to God and decrease. So it's nice about using a spreadsheet is you can use the day of sore if you know how to do that. But if you do it by hand, you just kind of go down and sort of usually based on the numbers. We're gonna, uh, sort of both these words and the numbers based on those and we don't want the order smells largest. We want largest smallest. So that's a nice way. Could you have had a spreadsheet? But notice how fast that was and how easy that was to do this friendship to do that first case, sort of the numbers and then we get our cumulative counts were cumulative, like snow. We accumulate. So to get started are cumulative. We need toe kind of restart the first ones. We start off with 2031 problems. And if you're not using spreadsheet, you take 2031 plus 17 15 to get this number and then you result there plus 14 21 to get that number with the spreadsheet, I can use a formula to say, Hey, look at me 93 number. It's showing a blue right now, and I want you to add the number and be night before the next number so we can come accumulate the total number. So took the 2031 plus two seven 15 to get the 3746 because it is a spreadsheet. Now, I could just copy and paste this down. It's gonna just keep adding those as we go. Okay, So I think if this are cumulative counts, these air counts the frequencies and this is cumulative frequency, and now we can get the cumulative percent. Okay, so we know there's 9276 to rural, uh, complaints altogether. So I'm gonna take this column. I'm going to basically take 2031 divided by 9276 and I give me my computer cumulative frequency. So where I could do that is just take Ray. So and I'm going to say you 93. So the number that I see to the left and we divide that by, uh, 976 I could refer to the column. We're officially what number I really needed Selves. You that. Thanks. Um, and I make this into a percent. That's a photograph. Years Lee, its former. So to make the number into you percentage. Okay. All right. So that if I take this since this formula is just taking the number of the left and dividing by the total, I could just take this and copy it down is what I'm going to do. Something like this. And my copy this No. Here, all my percents. And it's nice because I get 100% much good. That should be all right. And we've seen a couple of Pareto diagrams. And so to do this, we need to I'm gonna hide this column because what I'm gonna do is gonna graph these numbers to be my left bars, and then these numbers will be my percents. Okay, so I'm going to do Wasn't highly all these numbers here. Absolutely. I guess you don't have to do it this way this more where you do it. Okay, So when I take all these categories and numbers and I'm gonna insert a chart and for a predator diagram in excellently smashes what's called a combo chart, you can tell by the visuals, the bars and the numbers above those. And you don't pick the middle one. That's what you want for this. Oh, so that's my Pareto diagram. It's nice there. I can see all these counts again. 2031 count is the first one, and then it kind of goes along and it shows a decreasing number of complaints with the categories. And then this gives us all of our percentages, and sometimes they're misaligned in excel. But if you want, you could. Even at the data labels, you can see the numbers that go with them. Yes, it is off a little bit to the right, that's the first one. But that's where we have to do for this problem. So there's your product. I am. It should look like this even if you do it by hand. All right, so you have your scale over here for that, I may do one slight modification to the scale cause I don't care about going to 120% of it is gonna have a go to one point. Oh, just helps seeing a little bit better. So let's just make sure you answer all the questions. Oh, that it says, What if you want to help out customer service? Which categories which complaints do need to focus on the most simple right? Be here. Uh, so the customer complaints that we care about the most are the experiments. Attention to is we should, um, pay attention to weight problems, number, service, relationships and baggage problems over the most complaints. Any attempt to address? I'm also the UAE there. So the why this is the most common. The Pareto diagrams, if you go right, shows those the highest amounts. Well, better anger. Sterile males have the highest number complaints. I think we answer your question and I hope this helped you out.

City College of New York

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