This document contains the exam questions and answers of part B of the exam of the course SMOR at the NHVT/BUAS. In my case I received a 9,7 for these exercises and the previous document is part A of the exam. This covers topics and exercises, such as: Pareto analysis, Fishbone, Rootcause analysis,...
below overvies of complaints
show in this column order complaints: descending
description & frequency: see belowzie onder per complaint the % in % & % cumulatief
Complaint nr Complaint type frequency Percentage complnr
1 Phone contact 14 12% 41 Nr 3
2 Invoice mistakes 31 27% 31 Nr 2
3 Quality / service hotel 41 36% 14 Nr1
4 Delays 10 9% 13 Nr 5
5 Quality excursion 13 11% 10 Nr 4
6 Unfriendly travel guides 6 5% 6 Nr 6
Total number of complaints 115 100%
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