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? \begin{tabular}{|l|l|l|l|l|l|l|l|l|} \hline & \multicolumn{3}{|c|}{ Campus Store } & \multicolumn{3}{|c|}{ Off-Campus Store } \\ \hline & \multicolumn{3}{|c|}{ Student } & Nonstudent & Student & Nonstudent \\ \hline & Yes & No & Yes & No & Yes & No & Yes & No \\ \hline Were employees courteous and friendly? & 572 & 93 & 286 & 147 & 341 & 114 & 172 & 156 \\ \hline Were employees knowledgeable and helpful? & 522 & 143 & 231 & 212 & 350 & 105 & 135 & 193 \\ \hline Was the overall service good? & 569 & 96 & 278 & 165 & 322 & 133 & 180 & 148 \\ \hline Did you have to wait long for service? & 74 & 591 & 200 & 243 & 51 & 404 & 150 & 178 \\ \hline Did you have to wait long to check out? & 81 & 584 & 203 & 240 & 72 & 383 & 147 & 181 \\ \hline Was the item you wanted available? & 602 & 63 & 371 & 72 & 407 & 48 & 296 & 32 \\ \hline Was the cost of your purchase(s) reasonable? & 385 & 280 & 398 & 45 & 275 & 180 & 301 & 27 \\ \hline Have you visited the store's website? & 335 & 330 & 52 & 391 & 262 & 193 & 17 & 311 \\ \hline \end{tabular}