a. Why do you think Mr. Watson organized the customer survey the way he did? What other things do you think he might have done to analyze the stores’ quality problems?
b. Develop Pareto charts to help analyze the survey results.
c. How would you define quality at the bookstores?
d. Discuss what you believe are the quality problems the bookstores have?
e. What are the bookstores’ costs of poor quality?
f. What actions or programs would you propose to improve quality at the bookstores?
g. What obstacles do you perceive might exist to hinder changes at the bookstores and quality improvement?
h. What benefits do you think would result from quality improvement at the bookstores?

Tech is a major state university located in a small, rural college town. Tech Services is an incorporated university entity that operates two bookstores, one on campus and one off campus at a nearby mall. The on-campus store sells school supplies, textbooks, and school-licensed apparel and gifts and it has a large computer department. The off-campus store sells textbooks, school supplies, and licensed apparel and gifts and it has a large trade book department. The on-campus store has very limited parking, but it is within easy walking distance of the downtown area, all dormitories, and the football stadium and basketball arena.