Chapter 6 Southwestern University Case
Number of Complaints
(Responses receiving a C, D, or E)
Speed of Service
Season Ticket Plans
Selection of Foods
The Pareto Chart was used to analyze TQM. Calculating the number of complaints receiving a bad grade (C, D, or E) and calcu was of the total complaints. This gives Southwestern data as to what issues are most prevalent among their fans and which p first in order to make the fan experience much better.
Hot Dog/Coffee Cold (2)
Coffee Too Expensive (1)
Program Overpriced (1)
Double Parking Attendants (1)
Not Enough Cops For Traffic (2)
The Fish Bone Chart was used to analyze TQM. The information comes from figuring what people's complaints were and how that specific issue. All of these complaints were then tied together to determine that a fan was unsatisfied. This gives Southw that will help them to absolve issues and make the fan experience much better.
The survey could have been made more useful by determining what type of person submitted the survey (teachers, students would have given them data as to whom each issue affected the most. They could have accomplished this by adding an addit on the survey.
The next step is to begin carrying out the improvements necessary to make the fan experience better. As stated before, this w most common issues first (in this case seating) and working to fix each issue as soon as possible. This will very positively affec events in the future.
Percentage of Total
mplaints receiving a bad grade (C, D, or E) and calculating what percentage that issue es are most prevalent among their fans and which problems they needed to address
Cause-and-Effect (Fish Bone Chart)
Not Enough Handicap Parking (1)
Lines Are Awful (1)
Not Enough Parking (2)
Took an Hour to Park (1)
Not Enough Police (1)
Seats Uncomfortable (13)
Seats Are Like Rocks (1)
More Water Fountains (1)
m figuring what people's complaints were and how many people complained about ermine that a fan was unsatisfied. This gives Southwestern University important data
of person submitted the survey (teachers, students, family members, etc.), this ey could have accomplished this by adding an additional question or box to check
ke the fan experience better. As stated before, this will begin with addressing the ue as soon as possible. This will very positively affect Southwestern University's
Parking a Mess (2)
Dirty Bathroom (2)
More Hot Dog Stands (1)
Need Sky Boxes (1)