Take Home

Topics: Parking lot, Parking, Parking space Pages: 6 (584 words) Published: December 3, 2013
TAKE HOME EXAM – TOTAL QUALITY MANAGEMENT

The popularity of Southwestern University’s football program under its new coach, Bo Pitterno, surged in each of the 5 years since his arrival at the Stephenville, Texas, college With a football stadium close to maxing out at 54,000 seats and a vocal coach pushing for a new stadium, SWU president Joel Wisner faced some difficult decisions. After a phenomenal upset victory over its archrival, the University of Texas, at the homecoming game in the fall, Dr.Wisner was not as happy as one would think. Instead of ecstatic alumni, students, and faculty, all Wisner heard were complaints. “The lines at the concession stands were too long”. “Parking was harder to find and farther away than in the old days” (that is, before the team won regularly); “Seats weren’t comfortable”. “Traffic was backed up halfway to Dallas”; and on and on. “A college president just can’t win,” muttered Wisner to himself. At his staff meeting the following Monday, Wisner turned to his VP of administration, Leslie Gardner. “I wish you would take care of these football complaints, Leslie.” he said. “See what the real problems are and let me know how you’ve resolved them. “Gardner wasn’t surprised at the request. “I’ve already got a handle on it, Joel,” she replied. “We’ve been randomly surveying 50 fans per game for the past year to see what’s on their minds. It’s all part of my campuswide TQM effort. Let me tally things up and I’ll get back to you in a week.” When she returned to her office, Gardner pulled out the file her assistant had compiled the table below. “There’s a lot of information here,” she thought.

Overall Grade

A
B
C
D
E
Game Day
A. Parking
90
105
45
5
5

B. Traffic
50
85
48
52
15

C. Seating
45
30
115
35
25

D. Entertainment
160
35
26
10
19

E. Printed Programs
66
34
98
22
30
Tickets
A. Pricing
105
104
16
15
10

B. Season Ticket Plans
75
80
54
41
0
Concessions
A. Prices
16
116
58
58
2

B. Selection of Foods
155
60
24
11
0

C. Speed of Service
35
45
46
48
76

Respondents :

Alumnus 113

Student 83

Faculty/Staff 16

None of the above 38

Open-Ended Comments on Survey Cards:

Parking a mess
Add a skybox
Get better cheerleaders
Double the parking attendants
Everything is okay
Too crowded
Seats too narrow
Great food
Joe P. for President!
I smelled drugs being smoked
Stadium is ancient
Seats are like rocks
Not enough cops for traffic
Game starts too late
Hire more traffic cops
Need new band
Great!
More hot dog stands
Seats are all metal
Need skyboxes
Seats sink
Go SWU!
Lines are awful
Seats are uncomfortable
I will pay more for better view
Get a new stadium
Student dress code needed
I want cushioned seats
Not enough police
Students too rowdy
Parking terrible
Toilets weren’t clean
Not enough handicap spots in lot
Well done. SWUM
Put in bigger seats
Friendly ushers
Need better seats
Expand parking lots
Hate the bleacher seats
Hotdogs cold
$3 for a coffee? No way!
Get some skyboxes
Love the new uniforms
Took an hour to park
Coach is terrific
More water fountains
Better seats
Seats not comfy
Bigger parking lot
I’m too old for bench seats
Cold coffee served at game
My company will buy a skybox – build it!
Programs overpriced
Want softer seats
Beat those Longhorns!
I’ll pay for a skybox
Seats too small
Band was terrific
Love Pitter no
Everything is great
Build new stadium
Move games to Dallas
No complaints
Dirty bathrooms

From data presented, how would you assess Southwestern University’s quality? Illustrate using the appropriate tool TQM tool. Show all details.
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