A recent Gallup poll of 519 adults who flew in the past year (published in The Economist, June 16, 2007, p. 6) found the following their number 1 complaints about flying: cramped seats (45), cost (16), dislike or fear of flying (57), security measures (119), poor service (12), connecting flight problems (8), overcrowded planes (42), late planes/waits (57), food (7), lost luggage (7), and other (51). ( a) What percentage of those surveyed found nothing they disliked? ( b) Draw a Pareto chart summarizing these responses. Include the “no complaints” group. ( c) Use the “four Ms” method to create a fish-bone diagram for the 10 specific categories of dislikes (exclude “other” and ‘4no complaints”). ( d) If you were managing an airline, what two or three specific issues would you tackle to improve customer service? Why