Fast Creek Lightning Case Study

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Quality tools: pareto charts, histogram, scatter graphs

Case Studies Fast Creek Lightning: (C)* The popularity of the Fast Creek Lightning hockey team under its new coach, Scotty Beauchamp, has surged in each of the five years since his arrival in town. (See Fast Creek Lightning (A) in Chapter 30 and (B) in Chapter 40.) With an arena close to maxing out at 10 800 seats and a vocal coach pushing for a new facility, Fast Creek Lightning owner Keith MacLennan faced some difficult decisions. After a phenomenal upset victory over its archrival, the Walkerford Wolves, at the Holiday Classic in December, MacLennan was not as happy as one would think. Instead of ecstatic fans, all MacLennan heard were complaints. The lines at the concession stands were 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 turned to his VP of operations, Leslie Gardner. I wish you would take on these complaints, Leslie," he said. See what the real problems arelet me know how you've resolved them. Gardner wasn't surprised at the request. I've already got a handle on it, Keith, she replied. We've been randomly surveying 50 fans per game for the past five games to see what's on their minds. It's all part of the organization-wide TQM effort. Let me tally things up and I'll get back to you in a week. When she returned to her office, Gardner pulled out the file her assistant had compiled (see Table 6.60). There's a lot of information here, she thought. Table 6.6 Fan Satisfaction Survey Results (N 250) Overall Grade A B D E Game Day A. Parking 90 105 45 5 5 B. Traffic 50 85 48 52 15 C. Seating 45 30 115 35 25 D. Entertainment 160 35 26 10 19 E. Printed Program 66 34 98 22 30 Tickets A. Pricing 105 104 16 15 10 B. Season Ticket Plans 75 80 54 41 o Concessions A. Prices 16 116 58 58 a 2 B. Selection of Foods 155 60 24 11 o C. Speed of Service 35 45 46 48 76 Respondents 250 Open-Ended Comments on Survey Cards: Parking a mess More hot dog stands Put in bigger Everything is great seats Add a luxury box Seats are all metal Friendly ushers Need boxes Seats too narrow Seats stink Expand parking Want softer seats lots Everything is okay Go Lightning! Need better seats Beat those Wolves! Too crowded Lines are awful Hot dogs cold I'll pay for a box Programs Seats are $3 for a coffee? I will pay more for better overpriced uncomfortable No way! view Great food Seats too small Get some boxes Music was terrific Bigger parking lot Get a new arena Well done Love Beauchamp I smelled drugs Double the parking Took an hour to My company will buy a box-build it! being smoked attendants park Stadium is ancient Not enough police Coach is terrific Build new arena Not enough cops for More water Move games to Scotty B. for prime minister traffic fountains Saskatoon Seats are like rocks Fans too rowdy Better seats No complaints Game starts too late Parking terrible Seats not comfy Dirty bathroom Hire more traffic Toilets weren't clean I want cushioned Love the new uniforms cops seats Need new sound Not enough handicap I'm too old for Cold coffee served at system spots in lot these seats game Great! Discussion Questions 1. Using at least two different quality tools, analyze the data and present your conclusions. 2. How could the survey have been more useful? 3. What is the next step