RE: Tip Top Markets
In efforts to reduce customer complaints at Tip Top Market, we must analyze the given data. The following data was collected over a period of eight weeks. A large number of complaints had been made particularly on Tuesdays; therefore we will evaluate the last eight Tuesdays. On July 15th, changes were implemented to help reduce some of the complaints that dealt with out of stock issues, pricing, long check out lines, and maintenance. 1. Out of stock and pricing were the concerns that had the highest number of complaints. 2. Even after changes had been implemented to help reduce some of these complaints, there were no improvements in the main areas of concern; Stock and Pricing. 3. Tip Top markets have areas of opportunity in technology and employee training. The rest of this memo explains the basis of these conclusions. They will be presented in four sections. The first section will demonstrate a check sheet which includes the types of complaints received at the market. Next we will display a Pareto diagram and run charts to analyze each complaint. Third we will illustrate a cause and effect diagram to show areas of opportunity. And finally, we will discuss possible solutions to address customer complaints.
The following check sheet includes nine categories. They are the following: Out of Stock, check out lines, maintenance, pricing, unacceptable taste, cleanliness, freshness, and miscellaneous. The miscellaneous section is for complaints that do not have to do with customer service directly related to the store. They include complaints or comments such as wanting to know who won the lottery.
(Defects) Complaints about…
Day Out of Stock checkout lines maintenance pricing unacceptable taste freshness cleanliness poor customer service misc. Total 1-Jun √√ √√ √√ √√ √√ √√√√√√ √√ √√ 20 8-Jun √√√√ √ √√√ √ √√√√√ √ √ √√√ 19 15-Jun √√√ √√ √ √√√√√√√ √ √√√√ √ √√√√ 23 22-Jun √√√√√ √ √√ √ √√√ √√ √√√ 17......
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