Tip Top Markets is a regional chain of supermarkets located in the southeastern United States. Karen Martin, manager of one of the stores, was disturbed by the large number of complaints from customers at her store, particularly on Tuesdays, so she obtained complaint records from the store’s customer service desk for the last nine Tuesdays. Assume you have been asked to help analyze the data and to make recommendations for improvement. Analyze the data using a check sheet, a Pareto diagram, and run charts. Then construct a cause-and-effect diagram for the leading category on your Pareto diagram. On July 15, changes were implemented to reduce out- of- stock com-plaints, improve store maintenance, and reduce checkout lines/ pricing problems. Do the results of the last two weeks reflect improvement? Based on your analysis, prepare a list of recommendations that will address customer complaints.

Continueimage

Transcribed Image Text:

June 29 checkout line too long out of Dove soap out of Bisquick restroom not clean couldn't find sponges checkout lines slow out of 18 oz. Tide out of Campbell's turkey soup out of pepperoni sticks checkout lines too lon meat not fresh overcharged on melon July 6 out of straws out of bird food overcharged on butter out of masking tape stockboy was not helpful lost child meat looked bad overcharged on butter out of Swiss chard too many people in store out of bubble bath out of Dial soap store too warm price not as advertised need to open more checkouts s cracked store not clean store too cold cashier too slow out of skim milk charged wrong price carts hard to steer debris in aisles out of Drano out of Chinese cabba store too warm floors dirty and sticky out of Diamond chopped walnuts July 13 July 20 out of cucumbers checkout lines too slow out of red peppers found keys in parking lot out of Tip Top napkins lost keys wrong price on sale item telephone out of order overcharged on corn wrong price on baby foor water on floor out of 18 oz. Tide out of Tip Top tissues checkout lines too long out of iceberg lettuce out of romaine lettuce out of Tip Top toilet underch out of brown rice out of mushrooms overcharged checkout wait too long rice on spaghett water on floor store looked messy store too warm checkout lines too long cashier not friendl out of Cheese Doodles triple charged out of Saran Wra out of Dove Bars out of apricots cart broken out of cocktail sauce couldn't find aspirin out of Tip Top lunch bags out of Tip Top straws out of onions out of squash out of Tip Top paper towels July 27 out of bananas reported accident in parking lot wrong price on cranapple juice out of carrots out of fresh figs out of Tip Top napkins out of Tip Top straws windows dirty out of iceberg lettuce dislike store decorations out of Tip Top lunch bags out of vanilla soy milk wanted to know who won the lottery store too warm oatmeal spilled in bulk section telephone out of order out of Tip Top tissues water on floor out of Tip Top paper towels out of Tip Top toilet paper spaghetti sauce on floor out of Peter Pan crunchy peanut butter