1. Using atleast two different quality tools, analyze the data and present your conclusions.

CASE STUDIES Fast Creek Lightning: (C)* The popularity of the Fast Creek Lightning hockey team under When she retumed to her office. Gardner pulled out the file her its new coach, Scotty Beauchamp, has surged in each of the five assistant had compiled (see Table 6). "There's a lot of information years since his arrival in town. With an arena close to maxing out at here," she thought. 10 800 seats and a vocal coach pushing for a new facility, Fast Creek Lightning owner Keith MacLennan faced some difficult decisions. Discussion Questions After a phenomenal upset victory over its archrival. the Walkerford 1. Using at least two different quality tools, analyze the data and Wolves, at the Holiday Classic in December. MacLennan was not as present your conclusions. happy as one would think. Instead of ecstatic fans, all MacLennan 2. How could the survey have been more useful? heard were complaints. "The lines at the concession stands were 3. What is the next step? too long": "Parking was harder to find and farther away than in the old days"; "Seats were shabby": "Traffic was backed up halfway to Saskatoon"; and on and on. "I just can't win." muttered MacLennan At his staff meeting the following Monday. MacLennan tumed to his VP of operations. Leslie Gardner. "I wish you would take on these * This integrated case study runs throughout the text. Other issues facing complaints, Leslie," he said. "See what the real problems arelet me Fast Creeks new arena include: (A) managing the renovation project: (B) know how you've resolved them." Gardner wasn't surprised at the locating the new arena; (F) inventory planning of hockey programs and forecasting game attendance: (D) break-even analysis of food services: (E) request. "I've already got a handle on it. Keith." she replied. "We've (C) scheduling of security officers/staff for game days. Recurring cases are been randomly surveying 50 fans per game for the past five games to also available in a separate tile for instructeurs using the PCL. see what's on their minds. It's all part of the organization-wide TOM effort. Let me tally things up and I'll get back to you in a week." 188 Managing Quality Tahir Fan Satisfaction Survey Results ( N250) B Overall Grade 45 E 105 85 30 5 15 48 115 26 98 D 5 52 35 10 22 15 25 19 35 34 104 80 116 16 54 58 30 10 0 58 11 24 0 60 45 46 48 76 A Game Day A. Parking 90 B. Traffic 50 C. Seating 45 D. Entertainment 160 E. Printed Program 66 Tickets A. Pricing 105 B. Season Ticket Plans 75 Concessions A. Prices 16 B. Selection of Foods 155 C. Speed of Service 35 Respondents 250 Open-Ended Comments on Survey Cards: Parking a mess More hot dog stands Add a luxury box Seats are all metal Seats too narrow Seats stink Everything is okay Go Lightning! Too crowded Lines are awful Programs overpriced Scats are uncomfortable Great food Seats too small Bigger parking lot Get a new arena I smelled drugs being smoked Double the parking attendants Stadium is ancient Not enough police Scotty B. for prime minister Not enough cops for traffic Seats are like rocks Fans too rowdy Game starts too late Parking terrible Hire more traffic cops Toilets weren't clean Need new sound system Not enough handicap spots in lot Great! Put in bigger seats Everything is great Friendly ushers Need boxes Expand parking lots Want softer seats Need better seats Beat those Wolves! Hot dogs cold I'll pay for a box $3 for a coffee? No way! I will pay more for better view Get some boxes Music was terrific Well done Love Beauchamp Took an hour to park My company will buy a box-build it! Coach is terrific Build new arena More water fountains Move games to Saskatoon Better seats No complaints Seats not comfy Dirty bathroom I want cushioned seats Love the new uniforms I'm too old for these seats Cold coffee served at game