In a nutshell, you - a supervisor at CircuitCentral - have decided to create an action plan for the store's very busy Labor Day weekend. You do not want this busy holiday to be filled with problems, delays, and obstructions that customers encountered on the Memorial Day holiday. You have already done a survey with your customers to rate the company's service.

·      Convert the numbers to percentages on the chart. Then create a table where you can insert your percentages and put it in your Findings and Analysis section.

When you evaluate the results of this survey (see below) you are looking to see if 35% of your customers gave the company service an "Excellent" rating in every category in the survey. Anything less than 35% is a problem ­area and needs action steps to fix it.

Indirect Analytical Report Memo for your boss giving her your recommendations to make this Labor Day the fastest, smoothest holiday ever.

First, analyze the data on the RESEARCH PAGE and then complete the chart below.

There are 3 sections in the research: 1) the customer survey responses; 2) the staff survey; 3) your personal observations.

Below are questions to consider before writing report. Please use the information on the Research Page to briefly complete this chart.

 Answers on this document, and use a different color font when you type in your answers. You will also complete your analytical report memo on this document (see directions at the end).

1.    Evaluate the data on the Customer Survey Comment Cards.

· -- Which of the 6 question categories received a 35% "Excellent" response? Numbers.....?? what?

· -- Which did not?

· -- Right now, off the top of your head, what action steps could be taken to address the areas that are below 35% "Excellent"? You may get more ideas later.

· -- What, if any, action steps are needed (or not needed) regarding the categories that were in the 35% or above rating?

2.     What about the staff survey? There are 20 employees that took the survey. In the areas where over half of the employees indicated there was a cause for delay, you have a problem. What are these areas, and what are some steps you could take to solve the problems?

3.     You have the information you gathered from 3 different personal observations.

· - --- What problems did you observe each time?

.---- What action steps could you take to solve these problems?

  

RESEARCH PAGE CircuitCentral Background Information 12.26 Justification/Recommendation Report: Improving Register Efficiency at Circuit Central (Obj. 5) CircuitCentral is a high-volume market-leading retailer of consumer electronics and appliances. It has established a reputation for out- standing customer service, selection, and prices. As a supervisor at one of the store's busiest locations, you must ensure that the check- out and customer service lanes operate efficiently. To make your job easier and to ensure consistency in every store, CircuitCentral has established an action plan to prevent long waiting times at registers. Questions on Comment Cards 1. Based on your shopping experience, how would you rate this CircuitCentral store? 2. Based on your shopping experience, how would you rate the likelihood that you will return to this CircuitCentral store? 3. How would you rate the likelihood that you would recommend this CircultCentral store to a friend? 5. How would you rate your satisfaction with the time spent in line at the customer ser- vice counter? 6. How would you rate the service staff's han- dling of problems? 5 Responses/Score (5=excellent, 4-very good, 3=good, 2= fair, 1 = poor) 3 1 112 166 4. How would you rate your overall satisfaction 51 with register checkout times? 118 19 The plan includes assigning backup cashiers from other depart- ments for each shift. Additionally, remote registers are located in several departments to reduce customer flow at the registers near- est the exit. CircuitCentral's goal is to achieve at least a 35 percent "excellent response rating from customers. Even the best plans can go awry, however, and this usually happens during holidays such as Thanksgiving, Christmas, Memorial Day, and Labor Day. With the Labor Day weekend only two months away, you want to avoid the occasional gridlock you encountered last Memorial Day. 26 Customer Survey Data To gather Information from customers, you decide to tabulate responses to questions from comment cards submitted during the last month. You are particularly interested in the time customers spent in the checkout lines. Here are the results of 320 customer comment cards: 4 102 96 88 80 38 96 63 43 76 144 128 54 2 29 8 23 32 96 129 14 2 15 13 39 15 2