Construct Cause And Effect Diagram For Business


A refrigeration and heating company—one that installs and repairs home central air and heating systems—has asked your advice on how to analyze their service quality. They have logged customer complaints. Here's a recent sampling. Construct a conventional cause-and-effect (aka: fishbone and Ishakawa) diagram. Place each of the complaints onto a main cause; justify your choice with a brief comment as necessary.

1. "I was overcharged—your labor 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."



The question belongs to Operations Management and it discusses about constructing a cause and effect diagram for logged complaints for a business.

Total Word Count 345

Download Full Solution


  • HWA

    this is a very good website

  • HWA

    I have 50 questions for the same test your page is showing only 28

  • HWA

    hi can you please help or guide me to answer my assignments. thanks

  • HWA

    hi can anyone help or guide me to my assignments. thanks

  • HWA

  • HWA

    This solution is perfect ...thanks

  • HWA

    Hello Allison,I love the 2nd image that you did! I also, had never heard of SumoPaint, is something that I will have to exolpre a bit! I understand completely the 52 (or so) youtube videos that you probably watched. Sometimes they have what you want, sometimes they don't! However, it is always satisfying when you are able to produce something that you have taught yourself. Great job!Debra 0 likes

  • HWA

    Perfect bank of solution. 

  • HWA

    great !

  • HWA
    Paul Brandon-Fritzius

    thanks for the quick response. the solution looks good. :)

  • HWA
    tina Johnson

    thnx for the answer. it was perfect. just the way i wanted it. 

  • HWA

    works fine.