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.


  • CreatedDecember 30, 2014
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